topic Re: Help please!!! in Get Support

Help please!!!

Tee2 — Wed, 05 Jan 2022 22:01:03 GMT

Is there an actual number to call customer service? I can’t believe I can’t talk to someone. Last night I had service and this morning it says no service? How do I get help with this?

Re: Help please!!!

kb_mv — Tue, 26 Jan 2021 12:54:45 GMT

@Tee2 wrote:
Is there an actual number to call customer service? I can’t believe I can’t talk to someone. Last night I had service and this morning it says no service? How do I get help with this?

@Tee2 As per their main page, all customer service is online. It's not a secret, no number to call. Part of being with a 3rd tier provider with lower rates.

As for the lack of service, try restarting your phone. In your self serve under change sim card, see if the last 4 numbers there are the same as the last 4 on the sim card in your phone.

Re: Help please!!!

mm80 — Tue, 26 Jan 2021 12:55:56 GMT

@Tee2 There's no phone number to call in. Everything has to be done with online moderators.

Re: Help please!!!

kb_mv — Tue, 26 Jan 2021 13:00:37 GMT

@Tee2 If you need to get a hold of someone you can contact the moderators one of 2 ways.

1. Open a ticket through the automated ticketing system (faster response time) by clicking the chat bubble located at the bottom right of this page or ---------->Click Me<---------- ;

2. Contact them through direct messaging at the following link (note this way may take longer for a response);

---------->Click here<----------

In either case you should receive a reply within 48 hours though they are typically much faster. Keep an eye on the envelope icon top right for replies.

Re: Help please!!!

Triguy — Tue, 26 Jan 2021 13:05:36 GMT

Log into your account to check the status.

All support is done online.

Here’s when and how to contact the Moderator Team:

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.
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

Re: Help please!!!

hTideGnow — Tue, 26 Jan 2021 13:09:19 GMT

@Tee2 wrote:
Is there an actual number to call customer service? I can’t believe I can’t talk to someone. Last night I had service and this morning it says no service? How do I get help with this?

for the no service issue. did you try rebooting your phone?

Re: Help please!!!

Tee2 — Tue, 26 Jan 2021 13:10:23 GMT

Ok thank you!

Re: Help please!!!

Tee2 — Tue, 26 Jan 2021 13:12:36 GMT

Yes! I tried everything that was suggested by someone else having the same issue and it’s still says no service. My account is paid and it says active but no service.

Re: Help please!!!

kb_mv — Tue, 26 Jan 2021 13:15:52 GMT

@Tee2 wrote:
Yes! I tried everything that was suggested by someone else having the same issue and it’s still says no service. My account is paid and it says active but no service.

@Tee2 Did you compare the sim card numbers as I suggested earlier?

Re: Help please!!!

HALIMACS — Tue, 26 Jan 2021 13:18:59 GMT

Hi @Tee2

Follow this troubleshooter, (the following presumes you are not simply without service due to a recent payment failure upon renewal):

Make sure airplane mode is off
Power OFF your device, wait 1 minute, turn on and check for signal bars
Check on account self-serve that your account status is Active
While on self-serve, check that SIM card number under “Change Sim card” matches the SIM card number in your phone
Make sure you’re in a covered area and there are no cellular outages
Change wifi calling preferences to Cellular Preferred or Cellular Only
Set network mode to Auto
Reset network settings
Update device software to latest version
Perform a manual network selection

Re: Help please!!!

Tee2 — Tue, 26 Jan 2021 14:03:48 GMT

Yes. When I looked at the sim on my account it only shows me the last 4 digits. If I’m not mistaken they do not match.

Re: Help please!!!

HALIMACS — Tue, 26 Jan 2021 14:06:19 GMT

@Tee2

In your self service account, choose Change Sim Card.

Ensure the last 4 digits on the self-serve SIM number match your SIM card to ensure you have not been sim jacked.

If they do not match, while still on the self-serve account, put your phone in lost/stolen mode and change the password. Then check and secure all your financials.

From, there, contact a moderator, there are 2 methods:

Use the ticketing system - faster response time. Click on the bubble in the lower right corner and request moderator assistance, then select account-related issue, then select need a human now. Follow the prompts to submit a ticket.
Send a private message to the moderator through the following link here

Re: Help please!!!

mm80 — Tue, 26 Jan 2021 14:07:07 GMT

@Tee2 Compare to last 4 digits of your.sim. They don't match match meaning somebody took over your account. Suspend service as lost/stolen phone and change password. Contact moderators.

Re: Help please!!!

kb_mv — Tue, 26 Jan 2021 14:07:16 GMT

@Tee2 wrote:
Yes. When I looked at the sim on my account it only shows me the last 4 digits. If I’m not mistaken they do not match.

@Tee2 If they do not match you have been sim jacked. In your self serve under Plans and Add ons Tab, select Lost/Stolen tab and suspend your service immediately. Then change your pass word and security questions. THEN open a ticket as show here:

How to Open a Ticket

1. Click Chat Bubble and type "Open Ticket"

2. Click "Contact PM Support"

3. Select "Account Specific Question"

4. Click "No, I Need A Human Now"

5. Select the link "Click Here To Submit A Ticket"

6. This opens a new window. Log in with Community Account NOT your self serve. Follow prompts. Enter Sim Jacked.

Then if your phone number is tied to any accounts like PayPal banks etc, make sure they have not been compromised.

Re: Help please!!!

Tee2 — Tue, 26 Jan 2021 14:23:31 GMT

Ok thank you!! I did all that you said.

Re: Help please!!!

Dunkman — Tue, 26 Jan 2021 14:30:01 GMT

@Tee2

For future reference, make sure that your self service account password is strong and do not use the same passwords for multiple online accounts.

Moderators can restore your SIM card. However, it can take several hours for response. If you need service right away, you could purchase a new SIM card and replace the SIM card in yours self service account and restart service.

Re: Help please!!!

Tee2 — Tue, 26 Jan 2021 14:42:50 GMT

It wouldn’t let me do the option of need human now. But I submitted a ticket .

Re: Help please!!!

Tee2 — Tue, 26 Jan 2021 15:18:34 GMT

Ok thank you I appreciate it.

Re: Help please!!!

RosieR — Tue, 26 Jan 2021 15:24:55 GMT

@Tee2 wrote:
It wouldn’t let me do the option of need human now. But I submitted a ticket .

Hi @Tee2 your submitting a ticket is the way to get in touch with a moderator, who is a Public Mobile Customer Service Rep. Expect a reply from a moderator within 48 hours (more or less). Keep an eye on the envelope icon on the top right of your page. When a number pops up, that would be a reply from the moderators.

Good luck

RosieR

Re: Help please!!!

Tee2 — Tue, 26 Jan 2021 19:57:56 GMT

@RosieR Thank you! They got back to me and my daughter is helping me to get a new SIM card and new phone number because before this happened to my SIM people were calling my number saying I called them when I never did! I found out it’s a scam! So I am changing SIM and Number.