topic We’re sorry, we’re experiencing some issues in Announcements

We’re sorry, we’re experiencing some issues

Moid_I — Wed, 25 Nov 2015 14:25:38 GMT

Hey Community,

We know some of you have been experiencing intermittent issues with our service over the last couple of weeks. We feel your pain and are working really hard to get these issues fixed as soon as we can.

In the meantime, we are all here to help! So if you have encountered any of the problems below, please follow the instructions to contact us and we’ll make things right.

If you are having issues with Activating a new Public Mobile account, follow these steps:

Go here
Click “Contact Us”
Make the following selections:

SIM & Activation > Activation > I activated my phone and SIM card in past 24 hours > I did receive an error message > Email Us

If you are having issues with Renewing Your Plan, follow these steps:

Go here
Click “Contact Us”
Make the following selections:

My Account > Billing and Payments > My account is active > I know my current balance / amount owing > I need help with a credit card payment online > Email Us

If you have beencharged an incorrect amount during activation, follow these steps:

Go here
Click “Contact Us”
Make the following selections:

SIM & Activation > Activation > I activated my phone and SIM card in past 24 hours > I did receive an error message > Email Us

Last updated on 25/11/2015

Re: We’re sorry, we’re experiencing some issues

Luddite — Thu, 17 Sep 2015 20:58:49 GMT

Thanks for placing this under featured topics.

Re: We’re sorry, we’re experiencing some issues

Rockdaddy22 — Fri, 18 Sep 2015 10:49:03 GMT

Thank you, I'll try right now. I really need this service by Sunday night when I go to work.

Re: We’re sorry, we’re experiencing some issues

TroyDaBes — Fri, 18 Sep 2015 10:59:39 GMT

This issues is really hurting Public Mobile future customers. A lot of people would like to try this services are holding off because of this. Hopefully, it will be resolve quickly.

Re: We’re sorry, we’re experiencing some issues

Jeremy_M — Sat, 19 Sep 2015 14:38:06 GMT

@TroyDaBes

I couldn't agree with you more! We are trying are very best to squash these issues as fast as possible.

Thank you for your patience, it is much appreciated!

Re: We’re sorry, we’re experiencing some issues

kad — Mon, 21 Sep 2015 00:40:13 GMT

this is very dissapointing,i have tried to activate more than once,and putting all my info in once is already time consuming enough,if this is not resolved soon I'm going to try a different company,im very upset,please resolve this in the next day.

Re: We’re sorry, we’re experiencing some issues

Luddite — Mon, 21 Sep 2015 01:10:41 GMT

@kad If you completed the activation procedure your SIM has likely been registered as "activated". Since you went through twice, it seems likely you also made a payment; you should check your credit card records to confirm that. If you have done that and tried the SIM in your phone to confirm there is no service then you must follow through with an email to PM as outlined in Moid_I's post in this thread.

It would also be worthwhile to try rebooting your phone, toggling airplane mode off/on, and removing the SIM & battery for a few minutes then reinstalling. The Community may have some additional suggestions if you report the results of these tests, your phone make/model, and the message you see with your PM SIM installed.

PM's responsiveness is slow compared to phone support as you know from readiing their web site. However, in the few months since I joined they have, in the course of a few days, resolved each person's issues.

Re: We’re sorry, we’re experiencing some issues

ChrisFern — Mon, 21 Sep 2015 19:00:21 GMT

Its been just about 2 weeks now and with the AMZINGLY slow email response time fom you guys I am still 480$ in the whole due to your registration problems. I have emailed several times and all I have is "we have made a ticket for your probIem". There isn't even a ticket number I can use to refer to when I try and email again? I want to do business with you, but how do I trust a company that can't even respond to one of its customers with in a resonable time.

I am very disapointed. If you are going for the whole "community helping each other" business plan, you should at least have a place that serious money related problem can be addressed with a live Customer Support.

Re: We’re sorry, we’re experiencing some issues

chukdefatey — Mon, 21 Sep 2015 21:12:54 GMT

^Like I said before in your other thread. Get in touch with your Credit Card Company before this issue has a Further Financial Impact on you. Tell them what happened.

Re: We’re sorry, we’re experiencing some issues

ChrisFern — Wed, 23 Sep 2015 20:21:01 GMT

Thanks Chuckdefatey, I called Visa and had them reverse the charges. Was easier than I thought, but now they canceled my card and I have to wait 5-10 business days to receive a new one. Inconvience much?

Anyways, I have a second SIM at home, but I think I'll hold off on getting it activated until this **bleep** storm passes.

Re: We’re sorry, we’re experiencing some issues

Luddite — Wed, 23 Sep 2015 20:29:38 GMT

@ChrisFern Really a pain

Next time around you could begin with my favourite method: Risk Free Activation - costs $10

In any case, good to hear you haven't given up on PM. We'll all be interested to hear how your next attempt unfolds.

Re: We’re sorry, we’re experiencing some issues

cmcrae — Wed, 23 Sep 2015 21:33:01 GMT

I am experiancing huge issues with my phone. Cant even text....ughhhh. So frustrating. I need my phone. Can you tell me the issues your having and when they will be resolved. I am in Ontario is this a province wide problem? If this persists can a refund acceptable?

Re: We’re sorry, we’re experiencing some issues

Luddite — Wed, 23 Sep 2015 21:41:51 GMT

@cmcrae I know you are justifiably frustrated but please do not repost your problem. See my earlier response.

Re: We’re sorry, we’re experiencing some issues

cmcrae — Wed, 23 Sep 2015 21:46:12 GMT

I see online that Public mobile is changing. Do i need a new sim card or is my curent phone and plan still good to go and issue is just a problem. How long has this been going on and what is eta of it being fixed?

Re: We’re sorry, we’re experiencing some issues

Luddite — Wed, 23 Sep 2015 21:50:07 GMT

@cmcrae You do not need a new SIM. Read this post: Re: need help! No service on phone

Re: We’re sorry, we’re experiencing some issues

Rockdaddy22 — Thu, 24 Sep 2015 23:58:05 GMT

I'll be getting the 6s tomorrow, is there anything I should know or be aware of before I switch the sim from my old phone. This new phone is unlocked direct from , I'm thinking just change the apn settings?
Thanks
Scott

Re: We’re sorry, we’re experiencing some issues

Luddite — Fri, 25 Sep 2015 00:01:10 GMT

@Rockdaddy22 That should be all you need do; just pop in the current SIM and follow any set up that appears. The APN seems to be setting automatically sometimes but you should check.

Re: We’re sorry, we’re experiencing some issues

Luddite — Fri, 25 Sep 2015 00:06:03 GMT

Just had another thought after pressing "Post". Namely, what's happening with your old phone? Someone in the Community may be interested since we all know it connects, or you could consider this: Donating phones to shelters for battered women

Re: We’re sorry, we’re experiencing some issues

Rockdaddy22 — Fri, 25 Sep 2015 00:07:23 GMT

Its actually going to my grandma 🙂

Re: We’re sorry, we’re experiencing some issues

Luddite — Fri, 25 Sep 2015 00:09:49 GMT

Great. She certainly knows who to call for tech support, plus you'll get a referral reward!