topic Re: AutoPay in Get Support

AutoPay

CarolBudgell — Wed, 05 Jan 2022 22:32:39 GMT

Why is my service suspended when I have Auto Pay? How do we contact company to speak to someone or who do we email?

Re: AutoPay

HALIMACS — Tue, 09 Mar 2021 13:10:09 GMT

Hi @CarolBudgell

Is your service actually suspended, or does it just display that under your self-serve account? (like the below)

There's 2 reasons/potential outcomes:

first of all, auto-pay can (and does) rarely fail. If you're without services, you'll need to make a manual payment through self-serve, or using *611 from you phone, then tap reactivate service to get services back. You may need to reboot phone afterward.
if you STILL HAVE service but are just seeing the above message saying your service is suspended, it's part of the 'normal' renewal process with public mobile. Ignore it and if you have service the following day, you're good to go.

Re: AutoPay

CarolBudgell — Tue, 09 Mar 2021 13:09:54 GMT

Yes, it won't let me make calls. It was due to take a payment out today.

Re: AutoPay

HALIMACS — Tue, 09 Mar 2021 14:16:13 GMT

@CarolBudgell

Was your account due to be renewed today? If so, follow earlier advice to apply payment to reactivate.

EDIT: Please disregard the below information - there is no longer a way for customers to self-confirm their SIM matches the one registered on their own self-serve account - requires Moderator assistance. See link for more details on SIM swaps:

SIM Swap Fraud (publicmobile.ca)

~~IF it wasn't scheduled to be renewed, please check the following:~~

~~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: AutoPay

CarolBudgell — Tue, 09 Mar 2021 13:15:45 GMT

Is there no one we can email? I don't want to make a payment till I know what is goin on.

Re: AutoPay

HALIMACS — Tue, 09 Mar 2021 13:26:02 GMT

@CarolBudgell wrote:
Is there no one we can email? I don't want to make a payment till I know what is goin on.

It's desperately frustrating, we know.

No one to e-mail as Public Mobile is an on-line only customer service platform. Only recourse if you wish to 'complain' is to contact the Public Mobile moderators.

In the interim, my recommendation would be to make the manual payment to get your service back, and make sure your card wasn't charged for the renewal amount but service ended for some strange reason.

If your card WAS charged, yet you still lost service, contact the Moderators to advise as you shouldn't have to make another payment to regain service.

To contact a moderator, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type moderator assistance, then select account-related issue, then select you need a human now. Follow the prompts to submit a ticket, or,
Send a private message to the moderator by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: AutoPay

BKNS27 — Tue, 09 Mar 2021 15:31:28 GMT

@CarolBudgell it happen to me couple of days ago. If you are on AutoPay, disregard the suspension message. You are near the end of your 30 day plan. This is a normal message during the transition to your next 30 day plan. Everything will be adjusted the next day.

Re: AutoPay

Anonymous — Tue, 09 Mar 2021 15:33:55 GMT

@BKNS27 : That's correct for as long as services are working. They aren't.

Re: AutoPay

BKNS27 — Tue, 09 Mar 2021 16:09:51 GMT

@CarolBudgell Check your credit card expiry date on your account to see if it has not expired.

No service

Foxyblbabe — Tue, 09 Mar 2021 18:15:04 GMT

No service after a suspected hack into my phone

Re: No service

JK8 — Tue, 09 Mar 2021 18:25:13 GMT

@Foxyblbabe wrote:
No service after a suspected hack into my phone

Have a look at this thread:

https://productioncommunity.publicmobile.ca/t5/Announcements/SIM-Swap-Fraud/m-p/650969

Re: No service

Anonymous — Tue, 09 Mar 2021 18:30:50 GMT

@Foxyblbabe wrote:
No service after a suspected hack into my phone

@Foxyblbabe

Did this just happen? When did you notice it? Can you log in to your self-serve account? If you can log in does it say the service is Active? What happens when you dial 611? Does anything work? Calls in/out? Texts in/out? Internet browsing?

Re: No service

Foxyblbabe — Tue, 09 Mar 2021 18:42:22 GMT

I have nothing since Sunday evening. I had a message that a chrome system tried logging in and my operating system is safari. No text, email, calling. Tried 611 and goes to call failed.

Re: No service

darlicious — Tue, 09 Mar 2021 19:11:45 GMT

@Foxyblbabe

Log into your account and go to the plans page and click on change sim card. Compare the last 4 digits of your sim card. If they do not match immediately suspend your service via lost/stolen. Change your password and security questions.

Check all your financials. You can also check the short code texts in your daily usage summary to see where a fraudster has been trying to access your different accounts. Paypal is often the first but check your bank and credit cards first. Once you change passwords and secure your accounts then message the moderators. If you have an extra sim card change it in your account after changing your password to regain control of your service without having to wait for the moderators ( but they are fast right now....under one hour for a response.)

Edit: Now that you can't check your sim card or change it just report your phone lost/stolen!

Re: No service

HALIMACS — Tue, 09 Mar 2021 18:49:46 GMT

@Foxyblbabe wrote:
I have nothing since Sunday evening. I had a message that a chrome system tried logging in and my operating system is safari. No text, email, calling. Tried 611 and goes to call failed.

Can you sign into your self-serve? What's the status of your account display?

Reboot, remove SIM card, replace SIM card, restart device.

Try resetting network connections.

If all that fails, and your account is 'active', contact moderators.

To contact a moderator, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type moderator assistance, then select account-related issue, then select you need a human now. Follow the prompts to submit a ticket, or,
Send a private message to the moderator by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: No service

Anonymous — Tue, 09 Mar 2021 18:50:29 GMT

@Foxyblbabe : Can you log in to your account?

This may have happened the night before we learned that the company removed the ability to change the SIM #. Sucks for you. 😞

Re: No service

HALIMACS — Tue, 09 Mar 2021 18:53:45 GMT

@darlicious wrote:
@Foxyblbabe
Log into your account and go to the plans page and click on change sim card. Compare the last 4 digits of your sim card. If they do not match immediately suspend your service via lost/stolen. Change your password and security questions.

Hi @darlicious

We can't do this anymore (the SIM# check on self-serve). Public Mobile took that option away from us. Now customers have to go long hours waiting for Moderator's to confirm SIM matches, all the while sweating it out debating whether they should go and change all sensitive account passwords and stuff.

Re: No service

dabr — Tue, 09 Mar 2021 19:02:41 GMT

@HALIMACS wrote:
@darlicious wrote:
@Foxyblbabe
Log into your account and go to the plans page and click on change sim card. Compare the last 4 digits of your sim card. If they do not match immediately suspend your service via lost/stolen. Change your password and security questions.

Hi @darlicious

We can't do this anymore (the SIM# check on self-serve). Public Mobile took that option away from us. Now customers have to go long hours waiting for Moderator's to confirm SIM matches, all the while sweating it out debating whether they should go and change all sensitive account passwords and stuff.

@HALIMACS I just checked and you're right there is no way to check the SIM numbers in the account anymore. Was this removal (temp. hopefully) announced recently? I'm assuming they're making some changes for the better but that's really no help for customers needing to quickly see if their SIM card numbers match.

Edit: I notice there's a suggestion there to contact moderators via SIMon chatbot but it's not a clickable link...very strange decisions!

Re: No service

darlicious — Tue, 09 Mar 2021 19:09:20 GMT

@HALIMACS

F#$*&k are you kidding me! This is dumb &ss move by pm! This makes my life a giant pain in the hip bigger than I already have because public mobile can't implement some already suggested easy security steps! @Melinda_H and @Alan_K get off your butts and add the changes I have already suggested to pm a month ago rather than making anyone who has lost or had their phone stolen extra vulnerable to theives and fraudsters. If you can't tell I am MAD!! No notice to your customers I see..... typical pm service!! Private messages from me are forthcoming!!

Re: No service

darlicious — Tue, 09 Mar 2021 19:21:11 GMT

@HALIMACS @Anonymous @dabr and anyone else concerned.......

*March 8, 2021 Update*

To protect our customers from SIM swap fraud, we have temporarily disabled all online SIM swaps through Self-serve. To change your SIM card, please submit a ticket here

Customer safety and security is our priority, and we are working on permanently securing the online SIM swap process. In the meantime, we recommend that you continue following the steps outlined below to protect against fraudulent activities......

The announcement of this is an edit to the sim swap fraud announcement which most regulars won't see because we typically don't reread the first post of an announcement thread!