topic Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan in Get Support

Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan

CTJH — Wed, 05 Jan 2022 17:43:44 GMT

I recently my services have been disconnected. I went in and reactivated my services, and even put additional money into my account to ensure I was not owing any funds. I still do not have any services back on my phone.

my phone number is xxxxxxxxxx can you please help me get my services back up. I would prefer to be activated on the new plan..$30 for 2G

Thank you Cole

edited by computergeek541: phone number removed

Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan

gpixel — Fri, 07 Aug 2020 20:26:31 GMT

@CTJH

turn your device off, take this sim card out, turn your device on and reinstall the sim
reset your network settings

contact customer support here

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

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

Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan

esjliv — Fri, 07 Aug 2020 20:26:39 GMT

@CTJH wrote:
Hi
I recently my services have been disconnected. I went in and reactivated my services, and even put additional money into my account to ensure I was not owing any funds. I still do not have any services back on my phone.
my phone number is xxxxxxxxxx can you please help me get my services back up. I would prefer to be activated on the new plan..$30 for 2G
Thank you Cole

edited by computergeek541: phone number removed

Hello @CTJH,

Is your account showing ACTIVE in your self serve account?

IF so you are not connecting to the network, is sounds, try:

*a full reboot on your phone

*removing and reinserting your SIM

*going into airplane mode for 5 mintues and then turning off

Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan

CTJH — Fri, 07 Aug 2020 20:30:21 GMT

YIkes..thanks for removing my phone number..forgot I was on the community board!

Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan

CTJH — Fri, 07 Aug 2020 20:30:39 GMT

I will try thank you

Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan

gblackma — Fri, 07 Aug 2020 20:45:07 GMT

@CTJH try the lost/ stolen trick to reset your service. 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.

If this fails, contact the moderators and ask them to reset your service for you. 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.

Once connected to Simon, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen. The mods answer will show up there. When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.

Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan

esjliv — Fri, 07 Aug 2020 20:35:43 GMT

@gblackma , what date is it where you are 😛

Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan

CTJH — Fri, 07 Aug 2020 20:52:39 GMT

it is not showing as active

Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan

CTJH — Fri, 07 Aug 2020 20:54:02 GMT

Canada. It is Aug 7 here

Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan

esjliv — Fri, 07 Aug 2020 20:55:33 GMT

@CTJH wrote:
it is not showing as active

Hi @CTJH ,

Does it say suspended?

If you were suspended/disconnected for more than 90 days you lost your account and phone number.

If this is the case you will need a new SIM to reactive your account.

Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan

gblackma — Fri, 07 Aug 2020 20:56:13 GMT

@CTJH 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.

Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan

CTJH — Fri, 07 Aug 2020 21:02:12 GMT

yes it is suspending as of Aug 5 (so 90 days have not passed). It says insufficient funds and the payment page indicates I have a balance of 20$ in my account and owe $0

Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan

esjliv — Fri, 07 Aug 2020 21:04:24 GMT

@CTJH ,

Are you trying to active the $30 plan? You will need to top up or more to cover whatever plan you are activating.

Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan

gblackma — Fri, 07 Aug 2020 21:09:42 GMT

@CTJH add $10 to your balance. Select the $30 plan and choose the switch immediately option.

Here's an article on switching plans. https://www.publicmobile.ca/en/on/get-help/articles/change-your-plan

Re: Replacing the $35 1.5GB Plan with a $30 2GB Plan

CTJH — Fri, 07 Aug 2020 21:29:30 GMT

thanks for trying everyone. none of these suggestions are working. I will have to reach out to a moderator