topic Re: Phone in Get Support

Phone

Des71 — Thu, 06 Jan 2022 06:55:27 GMT

unable to use phone it tells me I need to make a payment. I have autopay.

Re: Phone

kb_mv — Sun, 24 Jan 2021 22:48:00 GMT

@Des71 wrote:
unable to use phone it tells me I need to make a payment. I have autopay.

@Des71 Sounds like your autopay failed. Go into your self serve and make a manual payment to reactivate your service.

Re: Phone

hairbag1 — Sun, 24 Jan 2021 22:53:32 GMT

@Des71 wrote:
unable to use phone it tells me I need to make a payment. I have autopay.

Dial 611 to get account status and make payment to Reactivate.

Double check to make sure your credit card / debit card hasn't expired.

Re: Phone

Triguy — Sun, 24 Jan 2021 22:54:02 GMT

You can also make a payment using recharge.com or ding.com but there a service charge. Some people have a cash balance in their account in case autopay fails.

Re: Phone

esjliv — Sun, 24 Jan 2021 23:19:34 GMT

@Des71 wrote:
unable to use phone it tells me I need to make a payment. I have autopay.

HEllo @Des71 What does your account status say in your SELF SERVE account? https://selfserve.publicmobile.ca/

Re: Phone

HALIMACS — Mon, 25 Jan 2021 02:41:39 GMT

Hi @Des71

It sure sounds like the auto-pay may have failed. Were you charged the amount for your plan on your payment card - check recent transactions to confirm. If not, make a manual payment on self-serve sufficient to cover the plan amount such that the necessary funds display in your "available balance", then click the 'reactivate' button to get service.

If that's not the issue, you might try the following troubleshooting steps:

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 Wi-Fi 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