topic Re: Phone service not working in Get Support

Phone service not working

Juvy87 — Wed, 05 Jan 2022 09:54:02 GMT

Hello, I'm having an issue with one of my lines.

I had no service on this line for 2 days now and I just dont understand why.

I have the same card on autopay with another line and that line is fine, it works.

But for some reason, this line says I have no funds?

It says my amount due is 0, and I have a credit balance of $15, with autopay enabled.

So why doesn't this line work?

Re: Phone service not working

liuxinbing — Sun, 12 May 2019 16:09:54 GMT

only mods can solve this. Send a private message to the moderators with all detail info, including the attached picture

Re: Phone service not working

liuxinbing — Sun, 12 May 2019 16:21:09 GMT

how to send private message: log in your account, click the envolope sign, to send it.

Re: Phone service not working

geopublic — Sun, 12 May 2019 16:21:13 GMT

@liuxinbing wrote:
only mods can solve this. Send a private message to the moderators with all detail info, including the attached picture

@Juvy87 While you are waiting for moderator, you may try the lost/stolen phone trick:

To report your phone stolen. Login to your selfserve account. Choose Plans and Add-ons tab. Choose the Lost/Stolen Phone tab. Choose Suspend Service tab. Wait a few minutes. Report your phone found. Re-start you phone

Re: Phone service not working

hairbag1 — Sun, 12 May 2019 16:21:30 GMT

@Juvy87 wrote:

Hello, I'm having an issue with one of my lines.

I had no service on this line for 2 days now and I just dont understand why.

I have the same card on autopay with another line and that line is fine, it works.

But for some reason, this line says I have no funds?

It says my amount due is 0, and I have a credit balance of $15, with autopay enabled.

So why doesn't this line work?

Are you setting up a new account and it doesn't work...is that right ?

You can use the same credit card for more than 1 account but each account needs a unique email address.

Re: Phone service not working

Juvy87 — Sun, 12 May 2019 17:48:52 GMT

@hairbag1 wrote:
@Juvy87 wrote:

Hello, I'm having an issue with one of my lines.

I had no service on this line for 2 days now and I just dont understand why.

I have the same card on autopay with another line and that line is fine, it works.

But for some reason, this line says I have no funds?

It says my amount due is 0, and I have a credit balance of $15, with autopay enabled.

So why doesn't this line work?
Are you setting up a new account and it doesn't work...is that right ?
You can use the same credit card for more than 1 account but each account needs a unique email address.

This was already set up and has been working for a month now. But for some reason, I'm getting the no funds issue. I thought it was the card, but the other line works so now I'm not so sure. In the middle of the first month, when the line was working, I switched plans into the $25/1gb plan during the cycle, I'm not sure if this caused the issue.

Re: Phone service not working

geopublic — Sun, 12 May 2019 17:56:50 GMT

@Juvy87 So you had the $10 plan and midway you did an immediate plan change to the $25 plan. From your screenshot during the renewal your account got messed up because PM tried to renew the $10 plan thus ignoring you immediate plan change.

This can only be fixed by the moderator team.

To contact Public Mobile click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Moderator Hours: Monday-Friday 8 am(Eastern) to 12 am(Eastern) and Saturday, and Sunday from 8 am(Eastern) to 10 pm(Eastern).

Re: Phone service not working

Juvy87 — Sun, 12 May 2019 18:30:03 GMT

@geopublic wrote:
@Juvy87 So you had the $10 plan and midway you did an immediate plan change to the $25 plan. From your screenshot during the renewal your account got messed up because PM tried to renew the $10 plan thus ignoring you immediate plan change.

This can only be fixed by the moderator team.
To contact Public Mobile click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Moderator Hours: Monday-Friday 8 am(Eastern) to 12 am(Eastern) and Saturday, and Sunday from 8 am(Eastern) to 10 pm(Eastern).

Ah yes, I see it now. Under "My plan" it says I am on the $25 plan. But under Current Plan Cycle it shows the $10 plan. Weird. I really need this done asap since the line is not mine and the person is requesting to get it fixed. Can I just manually add funds into the account to get the line working again?

Thanks for all your help

EDIT: I added 10 dollars and the line works. Still need mods help to change it so it doesn't happen again

Re: Phone service not working

geopublic — Sun, 12 May 2019 18:24:15 GMT

@Juvy87 wrote:
@geopublic wrote:
@Juvy87 So you had the $10 plan and midway you did an immediate plan change to the $25 plan. From your screenshot during the renewal your account got messed up because PM tried to renew thSe $10 plan thus ignoring you immediate plan change.

This can only be fixed by the moderator team.
To contact Public Mobile click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Moderator Hours: Monday-Friday 8 am(Eastern) to 12 am(Eastern) and Saturday, and Sunday from 8 am(Eastern) to 10 pm(Eastern).

Ah yes, I see it now. Under "My plan" it says I am on the $25 plan. But under Current Plan Cycle it shows the $10 plan. Weird. I really need this done asap since the line is not mine and the person is requesting to get it fixed. Can I just manually add funds into the account to get the line working again and hopefully a mod can help fix the issue it when one is available?

Thanks for all your help

@Juvy87 Not sure it will work but since it's urgent and it might take a while to hear back from the mods it's worth a try. After you make payment of its still not working try the lost stolen reset trick.

While you are waiting for moderator, you may try the lost/stolen phone trick:

To report your phone stolen. Login to your selfserve account. Choose Plans and Add-ons tab. Choose the Lost/Stolen Phone tab. Choose Suspend Service tab. Wait a few minutes. Report your phone found. Re-start you phone

Re: Phone service not working

Mistydchase84 — Fri, 31 May 2019 17:35:47 GMT

I need help my boyfriend just put minutes on his phone and he has no calling or texting his service is not working his bill is paid and he has $10 extra on his account so please somebody help me now and let me know what's going on

Re: Phone service not working

Lieux — Fri, 31 May 2019 17:40:40 GMT

@Mistydchase84 wrote:
I need help my boyfriend just put minutes on his phone and he has no calling or texting his service is not working his bill is paid and he has $10 extra on his account so please somebody help me now and let me know what's going on

Can you give us more details??? New plan? New phone? Is his self-serve account shows ACTIVE or SUSPENDED on the first page? Did he try this site to check compatibility with public mobile...willmyphonework.net ?

Re: Phone service not working

Mistydchase84 — Tue, 25 Jun 2019 14:30:14 GMT

This is not his first time hooking up through Public Mobile with this phone he's going on his second month now and he put his minutes on the phone he still has $10 in his account and his service says say on his online account that everything is working but he cannot call and he cannot text anyone his phone number is xxx-yyy-zzzz.

phone number removed by stonechucker to protect consumer's privacy.

Re: Phone service not working

Lieux — Fri, 31 May 2019 17:47:13 GMT

@Mistydchase84 wrote:
This is not his first time hooking up through Public Mobile with this phone he's going on his second month now and he put his minutes on the phone he still has $10 in his account and his service says say on his online account that everything is working but he cannot call and he cannot text anyone his phone number is XXXXXXXXXX

Don't post any personal information here...we are customers like you...

You could try the lost phone trick.

To report your phone stolen. Login to your account. Choose Plans and Add-onstab. Then choose Lost/Stolen Phone tab. The choose Suspend Service tab. Logout. Wait few minutes. Login in and report your phone found.

But if nothing help write a private message to the moderator.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 waiting time is few hours to 2 days. Be patient.

Re: Phone service not working

Mistydchase84 — Fri, 31 May 2019 17:47:52 GMT

Thank you I will try that but I've been sending messages all day to mod team and nobody's responded to me at all I've think this company is just ridiculous

Re: Phone service not working

Anonymous — Fri, 31 May 2019 17:48:29 GMT

@Mistydchase84 wrote:
I need help my boyfriend just put minutes on his phone and he has no calling or texting his service is not working his bill is paid and he has $10 extra on his account so please somebody help me now and let me know what's going on

What plan is he on? If the $10 plan then maybe he has used all his minutes and texts.

Re: Phone service not working

Lieux — Fri, 31 May 2019 17:49:30 GMT

@Mistydchase84 wrote:
Thank you I will try that but I've been sending messages all day to mod team and nobody's responded to me at all I've think this company is just ridiculous

Just 1 message is ok. You will be in a queue and they will answer you in the next 2 days usually.

Not ridiculous ...but a little different...learn patience here!!!

Re: Phone service not working

geopublic — Fri, 31 May 2019 17:50:18 GMT

@Mistydchase84 wrote:
Thank you I will try that but I've been sending messages all day to mod team and nobody's responded to me at all I've think this company is just ridiculous

@Mistydchase84 You have every right to be frustrated. Many are reporting issues with plan renewals hopefully PM makes an announcement soon.

Re: Phone service not working

Mistydchase84 — Fri, 31 May 2019 17:50:31 GMT

He is on a $35 plan and he just talked up today so I don't understand what is going on

Re: Phone service not working

Anonymous — Fri, 31 May 2019 17:51:59 GMT

@Mistydchase84 wrote:
He is on a $35 plan and he just talked up today so I don't understand what is going on

Is the renewal right around now? If so then yes it seems you're another one of todays problem.

Re: Phone service not working

Lieux — Fri, 31 May 2019 17:52:06 GMT

@Mistydchase84 wrote:
He is on a $35 plan and he just talked up today so I don't understand what is going on

When is his renewal date? Can he see it in his self-serve account? And does his account shows ACTIVE?