topic Re: Extended Absence in Get Support

Re: Extended Absence

mcswiggan — Thu, 06 Jan 2022 07:46:01 GMT

Great post. I suspend my account for 90 days. I'm on auto pay. I logged in and reactivated. Since I was out of country I checked my messages and could not get through. Could not log in either. Found out my account was suspended. I have tried several times to get some help but their robot is pathetic. Now I fear I'm going to lose my cell number. I can't get anyone at public to help. I can't believe I recommended them to half a dozen people. Anyway I can get my account re activate. HELP!

@Moderator

Re: Extended Absence

softech — Tue, 25 May 2021 20:28:09 GMT

@mcswiggan is today the 90th days? it's best to reactivate around 85th days or so to give yourself some time.

did you say you can't login? you sure you remember the password or email address used ? did you try "Fogot password" button? (check Spam folder after just in case )

if you need to open a ticket, try this, it will get to the open ticket link quicker:

1. For faster response (2 to 48 hours), Click on the bubble in the lower right corner and request moderator assistance, or you can also use this direct link instead https://publicmobile.ca/chatbot , then type "Submit a ticket", select Account-specific issue, then select I need a human now. Follow the prompts to submit a ticket.

2. Or you can Send a private message to the moderator here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Extended Absence

Anonymous — Tue, 25 May 2021 20:28:16 GMT

@mcswiggan : You _can_ login? Or you can't? I really hope this isn't day 90. We've just had another customer fiddle around until overnight the account was deactivated.

So you left it on autopay? Or did you suspend it yourself? Unfortunately, sometimes autopay fails. And if you're not monitoring the account then you wouldn't know if there's a problem.

Can anybody you trust insert the SIM in a phone in Canada?

Re: Extended Absence

computergeek541 — Tue, 25 May 2021 21:03:22 GMT

@mcswiggan wrote:
Great post. I suspend my account for 90 days. I'm on auto pay. I logged in and reactivated. Since I was out of country I checked my messages and could not get through. Could not log in either. Found out my account was suspended. I have tried several times to get some help but their robot is pathetic. Now I fear I'm going to lose my cell number. I can't get anyone at public to help. I can't believe I recommended them to half a dozen people. Anyway I can get my account re activate. HELP!

Sorry, but this would be an indication that your account has been permanently closed.

Re: Extended Absence

mcswiggan — Mon, 31 May 2021 17:58:38 GMT

Can't log in. Autopay stopped account deactivated. No warning or emails. Very disappointed. Can't even access billing to get proof so I can port my number elsewhere.

Out if country with my Sim so can't even try it. So disappoint in public. I will be warning people to stay away from this company. My sister is with Fizz and has no issues like this. 😡😡😡

Re: Extended Absence

Anonymous — Mon, 31 May 2021 18:12:14 GMT

@mcswiggan : Yeah they only text an autopay failure notice. But if you're not in Canada or the states (or with this SIM in) then you wouldn't see it. Not sure what you can do now. Throw yourself on the mercy of the moderators and see if they'll reinstate you ~~due to no fault of your own~~ I suppose. Not sure how well that has worked out for others.

Can you call your number to see if it has been taken by someone yet?

Edit: You said you knew you had suspended. How long does Fizz let you keep an account in a suspended state before they drop the account off the rolls?

Edit again: You wouldn't be able to port out to a non-Telus/Koodo provider from a suspended/deactivated account.

Re: Extended Absence

darlicious — Mon, 31 May 2021 18:14:35 GMT

@mcswiggan

All prepaid providers follow the same mandate by the WCC. All accouts suspended for 90 days without payment will be cancelled and dectivated. So if you are going to warn people be sure to include all prepaid providers in Canada.

Re: Extended Absence

chukdefatey — Tue, 01 Jun 2021 00:58:01 GMT

@darlicious , You sir are incorrect. Not all Providers are 90 days. Bell, Virgin and lucky mobile are 120 days.

Re: Extended Absence

pm-smayer97 — Tue, 01 Jun 2021 02:19:11 GMT

@chukdefatey wrote:
@darlicious , You sir are incorrect. Not all Providers are 90 days. Bell, Virgin and lucky mobile are 120 days.

Sorry that is not entirely correct....

directly from the Virgin Mobile site:

"59.......if your Prepaid account remains at $0 for 90 calendar days (or other applicable period) (note: you will also lose your mobile number and other identifiers); "

From the Lucky site:

"33....... If your account remains suspended and is not successfully charged for four consecutive Monthly Charge Dates, it will be deactivated as of 11:59:59 PM ET on your fourth consecutive unsuccessful Monthly Charge Date..."

-> meaning that if you suspend just before your monthly renewal, you only have at most 90 days.... (though theoretically you can get 120 days if you suspend the same day you renew).

So slightly different.

Re: Extended Absence

mcswiggan — Thu, 10 Jun 2021 11:41:38 GMT

Dear Customer Service

Customer Service

I have been a loyal Public Mobile customer for a while now. I have recommended your service to several friends and family members. I had one or two bonuses from doing that. In November I traveled out of country for work. I kept my account because I wanted to maintain my bonuses and keep my number active.

Due to the pandemic, my original plan to fly home regularly and be home for Christmas was put on hold. For this reason I suspended my service for 90 days.

Ahead of that 90 days, I went into my account and restarted my service. This is where my Public Mobile nightmare begins.

Since I was overseas, there was no way to receive text and Public sent no emails concerning service to me. My restart of service was ignored by you. This is something quite coming that I have found through the community. I discovered the error the next month when no charge was made to my credit card. I have been trying ever since then to have my account reinstated as it was or to at the very least, allow my number to be ported out. Nothing has worked. I have no idea why Public is being so obstinate about this. My parents just had a similar issue with Bell and their number was retrieved and account reinstated.

What is the issue with your lack of similar service?

I have jumped through ever hoop possible but still nothing.

Why is this so common with Public?

Now I am getting emails asking me to return to Public. Are you kidding me? There is no way that your shifty and error prone service is ever getting me back. Plus I will be actively warning others away from Public. Probably I will suggest Fizz since I know several people who just love their service.

What are you willing to do to win me back? I want my old number and my account with all my bonuses back. Will you do that?

If not then please at least have the decency to release my cell number to Number Barn so I can park it until I return from Europe.

Danny McSwiggan

Re: Extended Absence

darlicious — Thu, 10 Jun 2021 11:57:43 GMT

@mcswiggan

Well I am sorry to hear of you issue trying to maintain your service with public mobile. As I understand it you had trouble reactivating your service before the 90 days of suspension was up? Has your account been deactivated? Can you still log into your account? If you cannot and the 90 days has past as it seems you are getting winback email offers there is probably very little you can do to retrieve your phone number let alone your rewards.

If less than 90 days has passed since your account was deactivated then it may be possible to retrieve your phone number from the original provider that supplied it. Call your number if it has not been reassigned start there to see if you can get it back by activating with them. You can then port it out to your preferred mobile provider.

If you had come to the community or contacted the moderators when you were having trouble reactivating your acount or trying to port out then we could have been able to provide you with more assistance.

Unless I have misunderstood your post....

Re: Extended Absence

mcswiggan — Thu, 10 Jun 2021 12:05:33 GMT

My account has been suspended and they say cannot be revived.

The only piece you are missing is that I had no idea they did it. I am not using the phone and they did not warn via email they just stopped auto pay and closed the account. So upsetting. Can beleive they think I would ever be won back with **bleep** service like that.

Re: Extended Absence

darlicious — Thu, 10 Jun 2021 12:06:36 GMT

@mcswiggan

I apologise I had to go back and read a few of your posts from a couple of weeks ago. Please understand we are only other customers helping each other out. You have to contact the moderators yourself to recieve the kind of customer service you need....and this would have been much better to do shortly after you discovered your account was deactivated.

But seeing as it might be under 30 days you may be able to recover your phone number at least. Which provider did you originally get your phone number from? If you like you can private message me the number and I will call it to see what happens....its a starting point.

Re: Extended Absence

pm-smayer97 — Thu, 10 Jun 2021 12:28:58 GMT

@mcswiggan For what it's worth, I successfully recovered an account that was terminated because I went over the 90 days by 2 days. I simply asked the PM transfer the tel # of the closed account to a new SIM I happened to have on hand (it was already active with another number that I was willing to sacrifice but I do not believe this made any difference). I pleaded my case and they helpfully obliged.

So they do have the ability to do so. YMMV

Re: Extended Absence

mcswiggan — Thu, 10 Jun 2021 12:31:43 GMT

Thanks so much for your help and interest. The number when called says not in service. The Number Barn, parking service, has attempted multiple times to port but Public is refusing.

I have been at this for over a month and I started as soon as I discovered their error.

Very frustrated and tired of their crappy service. They are wearing me down. My parents want to switch to another provider from bell but I will not recommend Public.

It's funny that there are so many with the same problem but they don't seem to want to fix the issue. Their auto pay is obviously broken and there account notifications are seriously garbage.

Thanks again.

Re: Extended Absence

mcswiggan — Thu, 10 Jun 2021 12:36:12 GMT

Thanks. I'm trying that now but only if they send me a free Sim. I'm not paying for their mistake.

Re: Extended Absence

softech — Thu, 10 Jun 2021 12:55:30 GMT

@mcswiggan you were trying to pay at around 90th day, right? were you able to logon at the time? Sound like you were able to logon and you tried to pay ? you clicked pay but you didn't aware it didn't process your credit card?

Re: Extended Absence

darlicious — Thu, 10 Jun 2021 13:09:20 GMT

@mcswiggan

What's more important your phone number or $5-$10 ? Amazon and Canadian Cell supplies have $5 sim cards that can be shipped fairly quickly or you can possibly get a friend or family member to purchase one from a local retailer? If you can recover your phone number....worry about recovering the cost of the sim card later once you know you have an active sim card with your phone number on it in your possession or a family member.

Its not like moderators have a sim card in hand that they can perform this service for you....they are shipped from different distributors. Work with them in the short term to achieve your immediate goal then worry about the restitution later.

Re: Extended Absence

Dunkman — Thu, 10 Jun 2021 13:09:36 GMT

@mcswiggan

The community members on the forum are customers like yourself and we don't have access to your account. We can offer advice and troubleshoot.

Have you been messaging the moderators? If moderators say that your account can't be revived, then unfortunately, your account is permanently closed and your phone number was returned to original carrier which you first got the number. Did you get the phone number from Public mobile initially? Or did you port your number from another mobile company?

Re: Extended Absence

pm-smayer97 — Thu, 10 Jun 2021 13:55:31 GMT

@Dunkman Though it is true PM will not re-activate a terminated account (which is different that cannot), they CAN transfer a terminated account to another SIM, as per my recent experience. Of course, MMV.