topic Re: No mobile network from Dec 5 in Get Support

Re: No mobile network from Dec 5

Randell1 — Wed, 05 Jan 2022 22:40:07 GMT

I am confused about what to do or where to go here. My account has been suspended as of Dec 1. It says I have not made payment. I am on Autopay and it has been working fine until now. My wifes phone and account say the same thing. I re-entered the credit card info which was correct to begin with and the same response. Please help.

Re: No mobile network from Dec 5

JK8 — Sun, 06 Dec 2020 16:23:12 GMT

@Randell1 wrote:
I am confused about what to do or where to go here. My account has been suspended as of Dec 1. It says I have not made payment. I am on Autopay and it has been working fine until now. My wifes phone and account say the same thing. I re-entered the credit card info which was correct to begin with and the same response. Please help.

Autopay failure. Is there a reactivate button? Can you make a payment?

Contact a moderator to get your services working.

Here’s how to contact the Moderator Team (Public Mobile representative) for assistance:

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: No mobile network from Dec 5

HALIMACS — Sun, 06 Dec 2020 16:27:37 GMT

Hi @Randell1

It seems as though your auto-pay may have failed.

Check whether the payment has been charged to your payment card, if so, contact Moderator to report as advised.

If no payment was charged to payment card, under the Payment Tab, try making a manual One Time Payment sufficient to cover the amount required for your plan amount, then hit reactivate on self-serve page.

Re: No mobile network from Dec 5

JoyLuck — Sun, 06 Dec 2020 16:26:10 GMT

@Randell1

For future renewals:

Autopay sometimes fail. To prevent you from losing service, the recommendation from the PM forum is to make a payment a few days before your renewal date to cover the cost of the plan. The renewal will take the money out of your Available Funds and you can leave your cc on file for the autopay reward.

Re: No mobile network from Dec 5

HALIMACS — Sun, 06 Dec 2020 16:31:10 GMT

Hi @computergeek541

Just an FYI.

Seems as though another OP started a different thread within another thread. The start of the second one is the first post by @Randell1 within this thread.

Re: No mobile network from Dec 5

benfatto — Sun, 06 Dec 2020 16:43:57 GMT

@Randell1 Can you still dial 611, and login to your account? If these fail, your account may have been stolen.

Re: No mobile network from Dec 5

Randell1 — Sun, 06 Dec 2020 17:57:34 GMT

Doesn't 611 apply to Telus accounts? I have a Public Mobile account. I can log in to my account just fine. Everything is correct, but the autopay is not making my payment.

Re: No mobile network from Dec 5

HALIMACS — Sun, 06 Dec 2020 18:00:15 GMT

Hi @Randell1

Public Mobile is a subsidiary of Telus.

611 is the automated system for their network as well.

Re: No mobile network from Dec 5

Anonymous — Sun, 06 Dec 2020 18:00:54 GMT

@Randell1 wrote:
Doesn't 611 apply to Telus accounts? I have a Public Mobile account. I can log in to my account just fine. Everything is correct, but the autopay is not making my payment.

I think it's practically a universal cell service provider number. PM has it too.

Can you make a manual payment? Not the Amount due...manual or other or whatever it's called.

Re: No mobile network from Dec 5

Randell1 — Sun, 06 Dec 2020 18:03:30 GMT

I will try

Re: No mobile network from Dec 5

darlicious — Sun, 06 Dec 2020 18:50:33 GMT

@Randell1

Dialing 611 will give you basic account information such as your renewal date, amount due and active status. It also allows you to add funds to your account balance with vouchers (press ( 1 ) then ( 1 ) again) or your credit card with your pin# and purchase some ( not all) add ons.

To make a payment......log into your account. Go to the payments page. Choose make a payment. Choose other amount. Add desired funds and submit. Return to the overview page. If it says active log out and reboot your phone. If the funds added still show in your balance click on the reactivate button. Then log out and reboot.

** For best results when making payments or other changes within your account clear your browser, open one tab only using secret/incognito mode in firefox, chrome or safari.

Re: No mobile network from Dec 5

Randell1 — Sun, 06 Dec 2020 19:28:29 GMT

I have tried all these solutions. It will not let me make a payment. Keeps saying it cannot verify credit card info. I checked with the credit card company and they say the autopay is using expired (Oct/2020) credit card. I have corrected that info 3 times and still it wont let me make a payment. Not a happy camper. Why would they suspend my service without letting me know I needed to update my credit card info first?

Re: No mobile network from Dec 5

Anonymous — Sun, 06 Dec 2020 19:32:35 GMT

@Randell1 : Did you ever block texts from here? Like from 611? I seem to think they're now texting people with expiring cards before renewals. Did you get that text?

Anyway...you can use the other methods of payment just to get your services going and then figure out the payment card.

Re: No mobile network from Dec 5

Gunner123 — Sun, 06 Dec 2020 19:36:23 GMT

@Randell1 wrote:
I have tried all these solutions. It will not let me make a payment. Keeps saying it cannot verify credit card info. I checked with the credit card company and they say the autopay is using expired (Oct/2020) credit card. I have corrected that info 3 times and still it wont let me make a payment. Not a happy camper. Why would they suspend my service without letting me know I needed to update my credit card info first?

@Randell1 hi they usually give you a text saying your cc is about to expire if you cant change your cc info then contact a moderator through the chat bubble lower right corner

Re: No mobile network from Dec 5

dabr — Sun, 06 Dec 2020 19:37:34 GMT

@Randell1 wrote:
I have tried all these solutions. It will not let me make a payment. Keeps saying it cannot verify credit card info. I checked with the credit card company and they say the autopay is using expired (Oct/2020) credit card. I have corrected that info 3 times and still it wont let me make a payment. Not a happy camper. Why would they suspend my service without letting me know I needed to update my credit card info first?

@Randell1 Try removing your CC first from your account and then re-entering the info from the CC which has to match your CC/bank statement. Leave the apt# field blank and no spaces for the postal code. Otherwise ask moderators to add the CC to your account. You can click the envelope top right and send a private message to Moderator_Team.

Re: No mobile network from Dec 5

Randell1 — Sun, 06 Dec 2020 19:42:22 GMT

Other methods of payment keep coming back to "unable to verify credit card info"

Re: No mobile network from Dec 5

Randell1 — Sun, 06 Dec 2020 19:43:07 GMT

And no, I haven't blocked texts

Re: No mobile network from Dec 5

Randell1 — Sun, 06 Dec 2020 19:45:30 GMT

Ok, I will try that. Thank you

Re: No mobile network from Dec 5

dabr — Sun, 06 Dec 2020 19:45:51 GMT

@Randell1 wrote:
Other methods of payment keep coming back to "unable to verify credit card info"

@Randell1 Maybe you're getting locked out due to too many attempts. Wait an hour and make sure to clear your cache/cookies and use a different browser with incognito/private mode enabled.

Re: No mobile network from Dec 5

Randell1 — Sun, 06 Dec 2020 19:46:50 GMT

ok, I will do that