topic Re: Lost My Phone Service When Updating Card in Get Support

Lost My Phone Service When Updating Card

Jeffery — Wed, 05 Jan 2022 22:20:03 GMT

I updated my credit card yesterday for my auto-payment, and now I have no phone service. Please help me.

Re: Lost My Phone Service When Updating Card

kb_mv — Sun, 25 Oct 2020 14:11:07 GMT

@Jeffery wrote:
I updated my credit card yesterday for my auto-payment, and now I have no phone service. Please help me.

@Jeffery When you sign into your self serve account what does your account status say? Alternatively what happens when you call 611? When was your renewal due? Are you showing no service on your phone as opposed to Public mobile? In your self serve account compare the last 4 digits of your sim card in your phone to what is listed in your self serve account. You can see this under change sim. If they don't match, suspend your service immediately and change your password. Any other accounts that you use your phone number for 2FA or password reset SMS's need to be checked and changed as well.

Re: Lost My Phone Service When Updating Card

Helpershelper — Sun, 25 Oct 2020 14:21:10 GMT

@Jeffery

If your plan’s active then try turning off phone, take the SIM card out, put it back in restart phone, see if have service. You can also try after to set your phone into airplane mode then back off. If that doesn’t work, then a mod will have to look into this for you.

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

Re: Lost My Phone Service When Updating Card

Jeffery — Sun, 25 Oct 2020 14:22:02 GMT

@kb_mv Thanks for taking the time to reply. I'll answer the questions in order.

1. Account status shows as "active"

2. 611 won't go through

3. It shows that there's no service

4. I removed and replaced my SIM card to check the number, and it matches the one on my account. After doing that, it now shows that I have service (the bars at the top), but I can't actually use it.

Re: Lost My Phone Service When Updating Card

kb_mv — Sun, 25 Oct 2020 14:23:20 GMT

@Jeffery wrote:
@kb_mv Thanks for taking the time to reply. I'll answer the questions in order.

1. Account status shows as "active"
2. 611 won't go through
3. It shows that there's no service
4. I removed and replaced my SIM card to check the number, and it matches the one on my account. After doing that, it now shows that I have service (the bars at the top), but I can't actually use it.

@Jeffery Sounds like you will need a moderator's help. You can contact the mods one of 2 ways. Click the question mark bottom right of the browser as shown in the picture and open a ticket through the automated ticketing system;

or you can contact them through direct messaging at the following link (note this way may take longer for a response);

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

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

Re: Lost My Phone Service When Updating Card

Jeffery — Sun, 25 Oct 2020 14:28:09 GMT

@Helpershelper It worked, thank you!

Re: Lost My Phone Service When Updating Card

Jeffery — Sun, 25 Oct 2020 14:28:46 GMT

@kb_mv Thank you for your help!

Re: Lost My Phone Service When Updating Card

kb_mv — Sun, 25 Oct 2020 14:29:25 GMT

@Jeffery Glad it was an easy fix. Worth noting your phone is a computer and needs to be restarted once in awhile. Mine reminds me if I haven't done it in a week or so.