topic Re: Service not working in Get Support

Service not working

VyNg — Thu, 06 Jan 2022 07:17:41 GMT

Hello,

I've used public mobile for almost one year. Recently, I have not been able to send and receive texts and calls. Can you help me know how to fix this problem? It happened a week ago.

Thanks

VyNg

Re: Service not working

Dunkman — Fri, 12 Mar 2021 22:10:43 GMT

@VyNg

Is your account status active or suspended? is Data working?

Maybe try the SiM card in another working phone to determine whether hardware set up issue versus PM service problem.

Suggest rebooting phone. Network reset.

Might be a possible SIM swap also

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

Might need to contact moderator to check.

Re: Service not working

VyNg — Fri, 12 Mar 2021 22:15:53 GMT

Hi,

I see in my account the following:

Account Status: Lost-Stolen / Fermé

while I didn't change anything on my plan. My latest payment was on Feb 19, 2021.

According to the above, does it mean my account is deactivated?

Looking forward to your help

Thanks

VyNg

Re: Service not working

Dunkman — Fri, 12 Mar 2021 22:21:07 GMT

@VyNg

Did you report your phone lost/stolen? Then you should be able to report your phone found in your self service account. Should be under Plans and Add on Tab/section. Then the account should be active.

If you did not report your phone lost/stolen, then you should maybe choose another password to your self service account. Maybe somebody changed it.

Re: Service not working

HALIMACS — Sat, 13 Mar 2021 01:55:34 GMT

@VyNg

I would recommend checking your financial accounts, especially those with two-factor authentication, to make sure there are no unauthorized transactions.

While logged in - recommend changing your financial passwords IF there have been any unauthorized or recognized transactions.

Here's how to contact a public mobile moderator if you need assistance with your 'no service' situation:

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: Service not working

VyNg — Fri, 12 Mar 2021 22:42:48 GMT

Yes, thanks. I will do.

VyNg

Re: Service not working

VyNg — Fri, 12 Mar 2021 22:43:29 GMT

I have submitted one ticket reporting the issue occurred with my phone number. Thanks

VyNg

Re: Service not working

esjliv — Fri, 12 Mar 2021 23:27:39 GMT

@VyNg wrote:
Hello,
I've used public mobile for almost one year. Recently, I have not been able to send and receive texts and calls. Can you help me know how to fix this problem? It happened a week ago.
Thanks
VyNg

@VyNg ,

It is good you submitted a ticket.

Where you able to reactivate/resume your service by hitting the resume/reactivate option?

Method through Self-Serve account: Go to “Plan and Add-Ons” > Lost/Stolen Phone
Select Resume/Reactivate Service
Reboot

Re: Service not working

VyNg — Sat, 13 Mar 2021 01:44:08 GMT

Thanks