topic Re: topup in Get Support

topup

tracy_0426 — Wed, 05 Jan 2022 12:14:48 GMT

hi, ive added $25 to my phone for the $25 plan, it took the money and the plan is active but i still cannot use it, theres no service, and theyre asking for a add on? why would i need an add on for data or long distance, when theyre included in the $25 plan? im very very frusterated, and im about to go to another provider

Re: topup

GR — Mon, 23 Sep 2019 15:25:35 GMT

@tracy_0426 start be restating your cell phone

Re: topup

hairbag1 — Mon, 23 Sep 2019 15:27:12 GMT

@tracy_0426 wrote:
hi, ive added $25 to my phone for the $25 plan, it took the money and the plan is active but i still cannot use it, theres no service, and theyre asking for a add on? why would i need an add on for data or long distance, when theyre included in the $25 plan? im very very frusterated, and im about to go to another provider

Try cycling phone off/on. Let us know if this helped.

Re: topup

Triguy — Mon, 23 Sep 2019 15:28:30 GMT

Try rebooting you phone.

Re: topup

tracy_0426 — Mon, 23 Sep 2019 15:28:46 GMT

ive tried EVERYTHING, im about to throw it out all together ... worst company ever

Re: topup

Triguy — Mon, 23 Sep 2019 15:29:58 GMT

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. You could potentially lose any rewards that have. Also try adding a $1 payment.

Re: topup

hairbag1 — Mon, 23 Sep 2019 15:30:21 GMT

@tracy_0426 wrote:
ive tried EVERYTHING, im about to throw it out all together ... worst company ever

Well hold on...by saying EVERYTHING..did you try the lost/stolen trick ?

Re: topup

GR — Mon, 23 Sep 2019 15:30:42 GMT

@tracy_0426 if the restart doesn't work log in to your self serve account and click on lost/Stolen and log out, then wait 1p minutes and log back in and mark it as found and then restart the phone again! Also there's no "reactivate account" button you can press on your account that you can see towards the top of the screen??

Re: topup

popping — Mon, 23 Sep 2019 15:32:40 GMT

@tracy_0426 wrote:
hi, ive added $25 to my phone for the $25 plan, it took the money and the plan is active but i still cannot use it, theres no service, and theyre asking for a add on? why would i need an add on for data or long distance, when theyre included in the $25 plan? im very very frusterated, and im about to go to another provider

When is your renewal date?

What is your account status?

If your account is suspended, your need to click the re-activate button before PM will use your fund to renew your plan.

Re: topup

Anonymous — Mon, 23 Sep 2019 15:33:48 GMT

@tracy_0426 wrote:
ive tried EVERYTHING, im about to throw it out all together ... worst company ever

Yes...everything.

As mentioned, here's some more info on a couple OTHER things you can try.

1. 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.

2. Manually add $1 into your account and restart the phone.

Edit: nvm then I saw Triguy's post.

Re: topup

kellykellz — Mon, 23 Sep 2019 15:41:53 GMT

Hi, have you tried resetting the network/cellular settings on your phone as if you are using public mobile for the first time?

Re: topup

tracy_0426 — Mon, 23 Sep 2019 15:51:40 GMT

everything is how its suppose to be, but theres just no service, shows i paid and its active..... ugghghh

Re: topup

GR — Mon, 23 Sep 2019 15:54:37 GMT

@tracy_0426 yoir gonna have to message the moderator_team and ask for help. Click on the question mark on the right hand side of the page and start the ticket to get them to message you

Re: topup

Anonymous — Mon, 23 Sep 2019 15:56:12 GMT

@tracy_0426 wrote:
everything is how its suppose to be, but theres just no service, shows i paid and its active..... ugghghh

Did you try the ideas suggested?

Even another one of shut down phone, remove SIM, restart phone, shut down phone, insert SIM, restart phone.

Re: topup

Lorca — Mon, 23 Sep 2019 16:10:17 GMT

Am I the only person who thinks having to use a lost/stolen trick to reboot the service is ridiculous? All @tracy_0426 wants to do is pay the bill and use the phone. I also think having to add extra funds to the account to get it to work is pretty bad too.

Re: topup

popping — Mon, 23 Sep 2019 16:24:33 GMT

@Lorca wrote:
Am I the only person who thinks having to use a lost/stolen trick to reboot the service is ridiculous? All @tracy_0426 wants to do is pay the bill and use the phone. I also think having to add extra funds to the account to get it to work is pretty bad too.

Here at PM. We will do what it takes to get your service working ASAP instead of waiting up to 2 days for moderator help.

BTW, some of the things, moderator ask you to do, were suggested on this thread.

Re: topup

geopublic — Mon, 23 Sep 2019 20:08:03 GMT

@tracy_0426 wrote:
everything is how its suppose to be, but theres just no service, shows i paid and its active..... ugghghh

@tracy_0426 If it shows no service then the problem is that you account hasn't been provisioned preoperly and will need to be reset by PM's moderator team to get it going again.

Best to submit a ticket if you haven't done so.

Re: topup

Luddite — Wed, 02 Oct 2019 21:23:35 GMT

@Lorca wrote:
Am I the only person who thinks having to use a lost/stolen trick to reboot the service is ridiculous? All @tracy_0426 wants to do is pay the bill and use the phone. I also think having to add extra funds to the account to get it to work is pretty bad too.

Completely agree. However, once a ticket has been submitted it doesn't hurt to try the workarounds. I think a ticket should be submitted EVERYTIME this problem occurs, otherwise PM will not have good data to assess which bug to fix next.