04-09-2019 08:10 PM - edited 01-05-2022 04:16 AM
Hi there!
Yesterday I added the Internacional Long Distance minutes (400 min). Today I have been trying to call some numbers from my country, Spain. However, a man answers me saying that talks aren't in my current plan. Anyone can help me???
Thanks!
Solved! Go to Solution.
05-10-2019 02:11 PM
@lindsaymadsen wrote:I'm having the same issue. I bought the 400 minute addon and the man comes on stating it's not included in my talk plan. it shows up when I log in, so I know I have it. Tried turning off my phone, that didn't work. Setting my phone to lost/stolen seems ridiculous that that's the trick. Is there a representative I can talk to, I'm not a new user.
And yes I'm dialing the number accurately.
Is that all calls? Or somewhere international? Or the states? Or elsewhere in Canada if on a province-wide plan?
05-10-2019 02:03 PM
I'm having the same issue. I bought the 400 minute addon and the man comes on stating it's not included in my talk plan. it shows up when I log in, so I know I have it. Tried turning off my phone, that didn't work. Setting my phone to lost/stolen seems ridiculous that that's the trick. Is there a representative I can talk to, I'm not a new user.
And yes I'm dialing the number accurately.
04-09-2019 09:13 PM
Ok! Thank you're all for everything!
04-09-2019 09:10 PM - edited 04-09-2019 09:13 PM
@pkkk44 wrote:Do I have to select a comment as a solution??
You don't *have* to do anything. It's a nice way of saying to the thread and future readers that a particular post was the answer that worked. It kinda closes the thread as well. Although that's not really the purpose of it.
04-09-2019 09:07 PM
Do I have to select a comment as a solution??
04-09-2019 09:05 PM
@pkkk44 wrote:Sorry for the exlamations, man haha, we talk in Spain in that way... I'm still used to the spanish way!
@pkkk44 we forgive you! 🙂 Glad you got it sorted out!
04-09-2019 09:03 PM - edited 04-09-2019 09:05 PM
Sorry for the exlamations, man haha, we talk in Spain in that way... I'm still used to the spanish way!
04-09-2019 09:00 PM
@pkkk44 wrote:Okkkkkkk, I got calling one friend and I talked with him! I only used the +34 prefix before the number as someone said to me. Thanks to all of you!!!!!!!! And sorry for my disastrous english haha!
Your English is far better than my Spanish. You did great. Thanks for your patience. Glad you got it sorted.
04-09-2019 08:59 PM
@pkkk44 going on the assumption you are dialing a friend in Spain that has a Spanish number.
When I call my Italian friends I dial +39xxxxxxx
For spain would be +34xxxxxx
Try calling this number its a Spanish car rental company +34 966 36 03 60
04-09-2019 08:59 PM
Okkkkkkk, I got calling one friend and I talked with him! I only used the +34 prefix before the number as someone said to me. Thanks to all of you!!!!!!!! And sorry for my disastrous english haha!
04-09-2019 08:56 PM
@pkkk44 wrote:No!!!! I'm in Toronto and I'm trying to call people from Spain. That's why I got the 400 min Int on!!
Yes. I got that. No need to yell. What's not clear to me is if the people you are trying to call have numbers from Spain then you need to do all that dialing. If they have numbers from here then that's a different problem.
04-09-2019 08:54 PM
No!!!! I'm in Toronto and I'm trying to call people from Spain. That's why I got the 400 min Int on!!
04-09-2019 08:51 PM
@pkkk44 wrote:The number I'm using for making the calls is a canadian number, so I don't understand when you say 'you first need to get out of your own country. ie. 011. Then you need to connect to the country code of whatever country you're trying to call'
Say what now?! I thought you trying to call someone in Spain? Why did you get the 400 minute add-on?
04-09-2019 08:49 PM
The number I'm using for making the calls is a canadian number, so I don't understand when you say 'you first need to get out of your own country. ie. 011. Then you need to connect to the country code of whatever country you're trying to call'
04-09-2019 08:48 PM
I believe You can also dial +34 then the number instead of 011
@Anonymous sorry I missed the part that USA calling was included in the plan. But concept still stands try calling another country and see if it connects
04-09-2019 08:46 PM - edited 04-09-2019 08:50 PM
@pkkk44 wrote:Hi! I was calling directly with the saved numbers from Spain, so those numbers don't have the +34 (this is the spanish prefix). I just try calling with the prefix and it seems that works (the beeps sound). The problem is that anybody from Spain is going to answer me at this (their) hour. It could be that the problem? Don't use the prefix?
For all international dialing, you first need to get out of your own country. ie. 011. Then you need to connect to the country code of whatever country you're trying to call. ie. 34 Then you get into the local area codes and prefixes etc.
Edit: The first + sign in front of the country code is another way of getting out of whatever country you're in. (sorry mimmo - I edited this and then saw your post)
The thought crossed my mind to remind you of the time difference but I thought "nah...he'll know that" 🙂
04-09-2019 08:42 PM - edited 04-09-2019 08:47 PM
Hi! I was calling directly to the saved numbers from Spain, so those numbers don't have the +34 (this is the spanish prefix). I just tried calling with the prefix and it seems that works (the beeps sound). The problem is that nobody from Spain is going to answer me at this (their) hour. It could be that the problem? Not to use the prefix?
04-09-2019 08:35 PM
@pkkk44 wrote:Ok, I'll try it. Just a little doubt. Do I have to activate data roaming or something similar? It's currently with the option never.
No. Not data.
srlawren may be on to it. Make sure you're dialing the number fully correctly.
04-09-2019 08:35 PM
@pkkk44 wrote:Ok, I'll try it. Just a little doubt. Do I have to activate data roaming or something similar? It's currently with the option never.
@pkkk44 no you don't. Just dial using the format in the link I provided and you *should* be good to go.
04-09-2019 08:34 PM
Ok, I'll try it. Just a little doubt. Do I have to activate data roaming or something similar? It's currently with the option never.
04-09-2019 08:33 PM
@mimmo wrote:@pkkk44 are you dialing the number correctly that message sometimes appears when the number entered is incorrect. Try calling a USA tel number that will help identify if the addon is working corretly.
If it is not then you could try the lost stolen trick. Click. Plans and addons then lost stolen toggle the lost stolen mode for 5 mins.
He said he has the Can/US plan.
04-09-2019 08:29 PM
@pkkk44 are you dialing the number correctly that message sometimes appears when the number entered is incorrect. Try calling a USA tel number that will help identify if the addon is working corretly.
If it is not then you could try the lost stolen trick. Click. Plans and addons then lost stolen toggle the lost stolen mode for 5 mins.
04-09-2019 08:29 PM
@Anonymous wrote:
@pkkk44 wrote:Anything! I have restarted the phone and it doesn't work. It is still appearing the same guy telling my that talk is not in my current plan.
Two more things to try. We'll start with this one.
Try the lost/stolen feature.
Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone.
See what happens.
@pkkk44 are you dilaing the Spanish number like this? https://www.howtocallabroad.com/results.php?callfrom=canada&callto=spain
04-09-2019 08:26 PM
@pkkk44 wrote:Anything! I have restarted the phone and it doesn't work. It is still appearing the same guy telling my that talk is not in my current plan.
Two more things to try. We'll start with this one.
Try the lost/stolen feature.
Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone.
See what happens.
04-09-2019 08:25 PM
Anything! I have restarted the phone and it doesn't work. It is still appearing the same guy telling my that talk is not in my current plan.
04-09-2019 08:20 PM - edited 04-09-2019 08:21 PM
@pkkk44 wrote:Hi,
I have checked it. In my box of plans and ons, I can see:
400 min Intl Long Distance (Incl Canada & US) 0 / 400 MIN8.5GB at 3G Speed 285.856 / 8704 MBI have also verified that my monthly plan includes: Unlimited Talk to Canada and the US.I don't know if you need to receive any notification by messaging when you get an on. In my case, I got yesterday and I haven't received any message saying me that I get the on. But in my plan account appears like actived.
Try restarting the phone.
04-09-2019 08:19 PM
No! I'm currently in Canada. I have been trying to make the calls from Toronto
04-09-2019 08:19 PM
Hi,
I have checked it. In my box of plans and ons, I can see:
04-09-2019 08:14 PM - edited 04-09-2019 08:16 PM
@pkkk44 wrote:Hi there!
Yesterday I added the Internacional Long Distance minutes (400 min). Today I have been trying to call some numbers from my country, Spain. However, a man answers me saying that talks aren't in my current plan. Anyone can help me???
Thanks!
Just to clarify, you mean calling from Spain? The 400 mins international long distance add-on is only for use when you are IN Canada. PM only has roaming for the US, not other countries. For that you would need a local SIM.
04-09-2019 08:12 PM - edited 04-09-2019 08:19 PM
@pkkk44 wrote:Hi there!
Yesterday I added the Internacional Long Distance minutes (400 min). Today I have been trying to call some numbers from my country, Spain. However, a man answers me saying that talks aren't in my current plan. Anyone can help me???
Thanks!
Do you still see the amount that you paid in, in your Available Funds?
Do you see the 400 minutes lower down on your overview page?
Do you have a Talk component in your base plan?
Edit: And is your Account Status Active?