topic Re: Phone not working in Get Support

Phone not working

Karlee — Wed, 05 Jan 2022 16:44:43 GMT

Hi my daughters phone is not working but public mobile took money out of account ( account is pre paid monthly ) so why is her phone not working

Re: Phone not working

Naepalm — Wed, 17 Jun 2020 22:24:01 GMT

@Karlee

you will need to be a bit more specific.

Is everything not working?

Try turning the phone off, remove the SIM card for a few minutes. Then Reinsert the card and turn it back on.

What device is she using?

Re: Phone not working

Staliger — Wed, 17 Jun 2020 22:25:12 GMT

@Karlee Can you try to use the sim in another phone to see is it a sim issue or phone issue? Is her account active in self-service? Maybe Autopay failed.

Re: Phone not working

computergeek541 — Wed, 17 Jun 2020 22:25:44 GMT

@Karlee wrote:
Hi my daughters phone is not working but public mobile took money out of account ( account is pre paid monthly ) so why is her phone not working

This sounds as if this could be a renewal failure. When you say took money out of account, are you referring to the Public Mobile account or your bank account/credit card?

I would log into your self serve account to examine the Public Mobile payment history.

Re: Phone not working

geopublic — Wed, 17 Jun 2020 22:35:34 GMT

@Karlee wrote:
Hi my daughters phone is not working but public mobile took money out of account ( account is pre paid monthly ) so why is her phone not working

@Karlee Ask your daughter to dial 611 from her phone. Is her account suspended?

Re: Phone not working

gblackma — Wed, 17 Jun 2020 22:37:01 GMT

@Karlee try these tricks to restart/ reset your phone service. You could try in order:
1. Restarting your phone. Turn your phone off, wait 30 seconds and restart.
2.Putting your phone on aeroplane mode for 5 minutes. Take it off and restart.
3.From your self service account enable the lost/ stolen feature log out, wait 5 minutes, log in and take it off. Log out and restart your phone.

4. Add $2 through One Time Payment to your account and restart your phone .

If these tricks don't work contact a moderator and ask them to reset your service. There are 2 ways to contact the Moderator Team:

Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Keep an eye on the envelope top right of your screen. The mods answer will show up there. Stay safe.

Re: Phone not working

Karlee — Wed, 17 Jun 2020 22:39:28 GMT

Ok I will try that I’ve never taken a sim

card out 😬

Re: Phone not working

Karlee — Wed, 17 Jun 2020 22:41:34 GMT

All of our phones are on bell expect our daughters . Surprisingly enough pubic mobile was highly recommended with absolutely 0 customer service . It’s says account suspended but public mobile took there money as her account is pre paid monthly I can see the money came out

Re: Phone not working

gpixel — Wed, 17 Jun 2020 22:42:53 GMT

@Karlee check your bank statement and make sure you were actually charged... the auto-pay most likely failed.

Re: Phone not working

Karlee — Wed, 17 Jun 2020 22:42:59 GMT

I have no clue how to look at payment history I can only see public mobile takes monthly payments directly out of my bank account

Re: Phone not working

Naepalm — Wed, 17 Jun 2020 22:43:09 GMT

@Karlee it should be on the top or side of your phone. Google or youtube your phone type, "how to remove SIM" it is very easy, youll be fine! 🙂

Re: Phone not working

Karlee — Wed, 17 Jun 2020 22:43:38 GMT

Yes the account is suspended

Re: Phone not working

Karlee — Wed, 17 Jun 2020 22:44:50 GMT

She is using an I phone 6

Re: Phone not working

Karlee — Wed, 17 Jun 2020 22:47:23 GMT

It didn’t fail I’m looking at 3 months of bills ?

Re: Phone not working

Naepalm — Wed, 17 Jun 2020 22:49:42 GMT

@Karlee

"Look on the right-hand edge of the iPhone, below the power button. You should see the outline of the SIM tray, with a pinhole at the bottom end. Insert the pin on the SIM removal tool into the hole and press it in against a spring until the SIM tray releases. Pull the SIM card tray out of the handset."

Found this as a description for you.

Re: Phone not working

gpixel — Wed, 17 Jun 2020 22:53:02 GMT

@Karlee it failed Public mobile is prepaid not postpaid. you pay in the beginning of the month for your services.

if you want to reactivate her account you need to add available funds then click the reactivate button

if I am wrong you can contact customer support here choose the second option

https://www.publicmobile.ca/en/bc/get-help/articles/contact-a-moderator

make sure to check your inbox(top right corner envelope icon) periodically, for a message

Moderators are available from Monday to Friday from 8AM to Midnight EST and from Saturday and Sunday from 8AM to 10PM PM EST

Re: Phone not working

Karlee — Wed, 17 Jun 2020 22:52:18 GMT

It’s ok I tried to search the payment history and it wouldn’t let me sign in ... but user name and password works here ?! Yah know what I worked all day it’s almost 8 where I am and yah know what I complain about bell Aliants high rates but I think I’m just switching her out tom . I can’t even and when you e mail it’s not about you ... you are redirected to SIMon ..... good luck public mobile ! I’m spent

Re: Phone not working

Naepalm — Wed, 17 Jun 2020 22:55:17 GMT

@Karlee

If you are done trying with the community the moderators can help you out quite quickly, contact them here. I understand your frustration and hope that they will be able to help you. Thank you for pressing on even this far!

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Phone not working

geopublic — Wed, 17 Jun 2020 22:57:27 GMT

@Karlee if the account is suspended there is no need to remove the sim as that is an account issue not a sim issue.

Re: Phone not working

LurganIeUk — Wed, 17 Jun 2020 23:04:06 GMT

@Karlee wrote:
It’s ok I tried to search the payment history and it wouldn’t let me sign in ... but user name and password works here ?! Yah know what I worked all day it’s almost 8 where I am and yah know what I complain about bell Aliants high rates but I think I’m just switching her out tom . I can’t even and when you e mail it’s not about you ... you are redirected to SIMon ..... good luck public mobile ! I’m spent

User name and password for community is different than MY ACCOUNT. MY ACCOUNT login is an email address.

And for first step with any issue with an iPhone or iPad......reboot it!