International call - not a valid number

International call - not a valid number

Postby ab1945 » Fri Jul 31, 2020 5:58 pm

As of sometime this week around 7/26/2020 we are no longer able to make international calls on both of our Tracfones - never had a problem before. Either dialing direct with the international dialing number or using the Tracfone International app the response we receive is "not a valid number". It worked up until about a week ago and the numbers which are in the Montreal area ARE valid. Spent over an hour with chat today and another hour on the phone with a tech rep and got nowhere. Don't tell me to restart the phone and reload the app - must have done it half a dozen times. Ticket number is 1221007226. Someone must have messed with the software somewhere and it's not possible we have the only two phones which are affected. If we can't get help quickly we will have to move to another service.
ab1945
 
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Re: International call - not a valid number

Postby TracFone - Maria » Fri Jul 31, 2020 6:06 pm

Hi ab1945. This is Tracfone - Maria. Our sincere apology for the inconvenience this has caused you. This is never the way we want you or any of our customers to feel. Allow us to have another opportunity to assist you and ensure to provide you with a concrete resolution. Please check your Forum inbox for a message. Click on "New Messages" beside User Control Panel to view your Forum inbox. You can use our self-service menu by simply texting the word HELP to 611611. Thank you.
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Re: International call - not a valid number

Postby lmyers77 » Mon Aug 03, 2020 3:30 pm

Me too! I have been calling Montreal, Canada using TracFone for years, never had a problems connecting. And like the previous poster, around July 26, 2020, whenever I call using the TracFone access number, I get the number I am calling is not a "valid number." I see there is a new access number to call (no longer an 800 number but a 30 number) but it does not work either. What is happening??
lmyers77
 
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Joined: Mon Aug 03, 2020 3:23 pm

Re: International call - not a valid number

Postby TracFone - Maria » Mon Aug 03, 2020 5:40 pm

Hi lmyers77. I'm TracFone - Maria. We apologize that your are having problems with our international long distance feature. This is a concern that we want to look at further with you and find a resolution to. Please check your Forum inbox for a message. Click on "New Messages" beside User Control Panel to view your Forum inbox. You can use our self-service menu by simply texting the word HELP to 611611. Thank you.
TracFone - Maria
 
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