topic Re: No phone service in Get Support

No phone service

Cathy63 — Wed, 05 Jan 2022 16:47:35 GMT

Hi, my husband and I use auto pay for phone service monthly, but yesterday service was suspended due to insufficient funds. I use our credit card with auto pay. I have not had a problem until now.

Re: No phone service

Triguy — Tue, 28 Apr 2020 13:47:31 GMT

Sometimes autopay fails. You can make a manual payment in your self serve account. Also you could either purchase a voucher and call 611 to make a payment or use recharge.com or ding.com but there is a service charge.

Re: No phone service

shaker — Tue, 28 Apr 2020 13:40:54 GMT

By dialing *611 on your device, you are able to make a payment using the automated phone service. In order to make a payment using the automated phone service, you need to have a payment voucher or a registered credit card.

Re: No phone service

will13am — Tue, 28 Apr 2020 13:44:04 GMT

@Cathy63 , try going into your account and doing a manual top up and manual payment. If things don't work, try removing the credit card and re-adding it. If all else fails, there may be a lock on the credit card in which case you will need moderator team assistance. The moderator team can be reached via private message using smartforms which is initiated by clicking on the ? on the lower right corner of the webpage or try using this link. The guided process will facilitate documentation of the issue or concern and the required resolution which will be submitted to the moderator team. Refer to this announcement link for additional details on smartforms and the ticketing system for moderator team interactions. If use of smartform brings no joy, then use the following direct link to private message the moderator team. Refer to the following knowledge base article for additional information on the moderator team. Good Luck.

Re: No phone service

gblackma — Tue, 28 Apr 2020 14:04:59 GMT

@Cathy63 You may reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and amount due.
3. Select the reactivate account button.
4. Restart your phone.
or Using 611 to make your payment( you need your 4 digit pin to buy an add on 😞
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Stay safe.

Re: No phone service

geopublic — Tue, 28 Apr 2020 14:14:54 GMT

@Cathy63 wrote:
Hi, my husband and I use auto pay for phone service monthly, but yesterday service was suspended due to insufficient funds. I use our credit card with auto pay. I have not had a problem until now.

@Cathy63 Try to reactivate your account by dialing *611 or online via selfserve. If your phone is still not working after making payment then:

Try the following to get plan re-activated again. (Just keep going down the list)

Restart your phone
Lost/Stolen trick
wait a couple of minutes and then declare your phone found by using the same steps from above and restart your phone.
Add $1 to your account funds

If none of the above methods work submit a ticket to the Moderator Team for help. And purchase a voucher to get your account going again.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking here or the icon (bottom right of your screen).

If you are still having problems contacting Public Mobile then 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.

Please note that account verification may be required when contacting the Moderator Team

Re: No phone service

iliketotalk — Tue, 28 Apr 2020 14:17:27 GMT

@Cathy63 good morning have you been issued a new credit card lately? If so it probably needs to be updated in your self service account that is one possible explanation for your service being suspended expiry date probably needs to be updated have a good day!!

Re: No phone service

fabronaut — Tue, 28 Apr 2020 14:44:17 GMT

Yeah, my autopayment failed as well. Clearly an issue with the billing systems, as my credit card works fine with literally everything else.

I really needed my phone to work this morning and was expecting a call while out and about to pick someone up. No indication that the text message I sent failed. I was confused when my data didn't work in the car, as it usually prompts with GPS information, etc. I rebooted / power cycled my phone five times. Assumed maybe it was an issue with data only, not the tower, as SMS doesn't actually indicate if nothing was sent at all, so it looks like it worked. Until I tried to call eventually in confusion.

I couldn't find a store nearby to buy a prepaid voucher at. I'm not about to buy a prepaid credit card either just to work around that. That is completely unacceptable.

Re: No phone service

Triguy — Tue, 28 Apr 2020 14:48:48 GMT

Submit a ticket to a moderator by clicking on the question mark on the bottom right.

Re: No phone service

Naepalm — Tue, 28 Apr 2020 14:50:17 GMT

@Cathy63 wrote:
Hi, my husband and I use auto pay for phone service monthly, but yesterday service was suspended due to insufficient funds. I use our credit card with auto pay. I have not had a problem until now.

This is super unfortunate to hear. From what I have heard in the community and from oracles the best practice is to make sure you have enough funds in your account less rewards.

You can contact moderators and explain that auto-pay failed so that they know about this issue. I think this is a good idea for anyone that it fails for so Public Mobile can try and fix the problem.

You can purchase online vouchers as well: here are some instructions on how to use 611

Pay With A Credit Card

Please note you’ll need to pre-register a payment card via Self-Serve before being able to top-up through *611 with a payment card.

Dial *611 from your phone.
Press 1 from the main menu.
Press 2 to pay with your pre-registered payment card.
To make a payment equal to the amount due on your account, press 1. To select the payment amount from a list of options (i.e. $20, $40, etc.), press 2.
To confirm your selection, press 1 once again, and you’ll hear a message confirming your choice.

Pay With A Payment Voucher

Press 1 from the main menu.
Press 1 to select payment via voucher.
Enter the 12 digit pin from your payment voucher. The location of the PIN varies depending on where you purchase your voucher; however, you will typically find it on the top or the bottom of your receipt. Below is an example, so you know what to look for:

Re: No phone service

Anonymous — Tue, 28 Apr 2020 15:06:49 GMT

@fabronaut

I have the old limited texts plan. I turn on delivered notifications. When I send and I don't get the notification then I know I'm out of texts.

You can also buy vouchers online. There are a couple prepaid/reloadable type cards that work too. Koho has a relationship with this place.

Re: No phone service

Staliger — Tue, 28 Apr 2020 16:42:48 GMT

@Cathy63 Just remember that Autopay can fail sometimes. In order to prevent possible suspension, I recommend to do manual payments even with enabled Autopay.

Re: No phone service

fabronaut — Tue, 28 Apr 2020 18:06:51 GMT

The only way I was able to get around this and avoid additional service fees (as per the third party payment providers) was to use a second credit card. One that I never use otherwise, with the same bank / company / billing etc.

Not everyone has a second credit card, and expecting them to absorb processing fees from a third party retailer is ridiculous, particularly when it's an internal billing error. There's nothing wrong with the card that failed to be processed. I used it yesterday and an hour ago in store to confirm for myself, after taking time out of my busy day to call the bank this morning, no less.

There has to be another way to handle things like this than instantly suspending an account with no warning, especially when the issue is not on my end. It was stressful not having my phone work this morning when I really needed it. I'm really disappointed and unimpressed.

Re: No phone service

JoyLuck — Tue, 28 Apr 2020 18:11:18 GMT

@fabronaut

To avoid this issue going forward follow @Staliger advice just above your post.

Re: No phone service

Cathy63 — Wed, 06 May 2020 11:58:05 GMT

Problem solved, needed new expiry date on credit card. Tku