topic Re: Public Mobile down? in Get Support

Public Mobile down?

Piero1 — Wed, 05 Jan 2022 10:18:33 GMT

Is public mobile having issues? I ported my number last week, it took them five days to locate my number as they lost it in cyber space. Literally lost it because Koodo had an order for it to be ported.

Now today ten days after initially signing up my phone says no service. My daughter tried calling me and it says my number is out of service. Of course I messaged public mobile nearly three hours ago and they have not responded. So who else has no service? To top it off I live in the country and my internet is down. Not a mess like public mobile where my phone number apparently doesn’t exist just down, its typical but super annoying so now what.... I’ve gone through 1/4 of my daughters data porting my phone to hers and I’ve only used iMessage, email and checked here to see if public mobile would do their job and fix my service. My account says active....

Re: Public Mobile down?

tabi159w — Mon, 10 Jun 2019 01:27:36 GMT

Try contacting a moderator, they should be able to see what's going on with your account. Here's how to contact one. Personally, I'm not experiencing any outages but I hope your issue is resolved quickly.

Re: Public Mobile down?

geopublic — Mon, 10 Jun 2019 01:32:30 GMT

@Piero1 No, PM is not down.While you are waiting for the moderator to respond, 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: Public Mobile down?

will13am — Mon, 10 Jun 2019 01:55:02 GMT

@Piero1 , what you are reporting is absolutely not representative of the service, not to say that such issues can't happen. Koodo ports are literally instantaneous because the number stays within the Telus family. It is rare to see active accounts being non functional. Contact the moderator team as already suggested and they should be able to correct everything for you.

Re: Public Mobile down?

Piero1 — Mon, 10 Jun 2019 02:10:49 GMT

Less then two weeks and twice no service....

Re: Public Mobile down?

Piero1 — Mon, 10 Jun 2019 02:12:08 GMT

I contacted them during business hours 4 hours ago. No response. Second time in two weeks no phone. The first time it was 4/5 days.

Re: Public Mobile down?

Piero1 — Mon, 10 Jun 2019 02:21:55 GMT

I tried the lost thing. Said it was lost turned it off. Turned it on said it was found. Nope. Turned it off and on. Nope. Problem is if you call me it says my number isn’t in service. However the account, according to PM is active. It doesn’t renew until the 29th of June.

Re: Public Mobile down?

Piero1 — Mon, 10 Jun 2019 02:22:27 GMT

First thing I did.

Re: Public Mobile down?

Dunkman — Mon, 10 Jun 2019 02:32:03 GMT

@Piero1

Can you put your SIM card into another phone? To determine whether it is hardware issue versus Public mobile service probem.

You could try another trick. Manually loading $1 into your balance. That sometimes restarts your plan/account.

Unfortunately, you probably need to wait for moderators again.....

Re: Public Mobile down?

TheOldVR — Mon, 10 Jun 2019 02:51:23 GMT

@Dunkman wrote:
@Piero1
Can you put your SIM card into another phone? To determine whether it is hardware issue versus Public mobile service probem.

You could try another trick. Manually loading $1 into your balance. That sometimes restarts your plan/account.

Unfortunately, you probably need to wait for moderators again.....

Agreed with this suggestion - would you have another phone to try, or would you have a working PM sim card to try in your phone?

Re: Public Mobile down?

MandyJ — Mon, 10 Jun 2019 02:52:30 GMT

@Piero1 wrote:
I contacted them during business hours 4 hours ago. No response. Second time in two weeks no phone. The first time it was 4/5 days.

Also, just because you contact the moderators during business hours doesn't guarantee you'll get a fast response. It all depends on how many messages they have waiting in the queue. The website says wait times can be 48 hours during peak times.

Re: Public Mobile down?

pjmac177 — Mon, 10 Jun 2019 02:57:27 GMT

Check the number on the SIM card in your phone vs the number on your Public Mobile account. If they are different, you have the same problem I had!!

Re: Public Mobile down?

Piero1 — Mon, 10 Jun 2019 13:26:02 GMT

The number says it doesn’t exist no machine no nothing.

@CS_Agent it’s been 5 business hours since I messaged. You claim to answer in 2 business hours. This is a business line and you are now effecting my livelihood.

Re: Public Mobile down?

geopublic — Mon, 10 Jun 2019 13:31:15 GMT

@Piero1 wrote:
I tried the lost thing. Said it was lost turned it off. Turned it on said it was found. Nope. Turned it off and on. Nope. Problem is if you call me it says my number isn’t in service. However the account, according to PM is active. It doesn’t renew until the 29th of June.

@Piero1Definitely an issue with the port. Unfortunately your at the mercy of the moderators to fix it. I suspect it's taking this long because they probably opened up a ticket with their technical support department and are waiting for findings. Either way they should have contacted you by now.

Good Luck.

Re: Public Mobile down?

Triguy — Mon, 10 Jun 2019 13:36:28 GMT

It is a good idea if you are using your phone for business to have a secondary number with a another provider.

Moderator hours extended from 8am to 12 am M-F (used to be 9am to 9pm)

and 3 1/2 hours from 8am to 10 pm Sa-Su (used to be 9am to 7:30pm)

Re: Public Mobile down?

Dunkman — Mon, 10 Jun 2019 13:33:45 GMT

@Piero1

Moderator wait times are up to 48 hours according to official policy. Recent response times have been 1-2 days, so hopefully, you will get response today.

Something to think about... personally, I would not recommend Public mobile as a business line. The savings is not worth it due to the potential issues with reliability as you have discovered. Issues with service are not common, but when service is disrupted, it usually takes 1-2 days for service to be restored. Sometimes even longer.

Re: Public Mobile down?

Piero1 — Mon, 10 Jun 2019 13:35:43 GMT

It is the complete disregard and lack of communication on the @CS_Agent that I find infuriating.

Re: Public Mobile down?

GinYVR — Mon, 10 Jun 2019 13:40:20 GMT

@Piero1Unfortunately the less support is where you save a buck or two. I am surprised you moved your business line from Koodo to PM to be honest.

Re: Public Mobile down?

Piero1 — Mon, 10 Jun 2019 13:40:03 GMT

I am clearly leaning this the hard way. This is ridiculous Koodo/Telus/Public Mobile are the same provider. Bell and Telus share towers. Canada’s price gouging cell phone providers needs to end!

Re: Public Mobile down?

GinYVR — Mon, 10 Jun 2019 13:43:42 GMT

@Piero1They run as a business, just like you do.. you don't expect economy class customers to get the same seats / treatment as first class or business class travellers right (eg their check in lines are shorter, just like Telus and Koodo's customer service)? Since your port failed you mind as well call Koodo and switch back.