topic Re: Phone service in Get Support

Phone service

fjmonteith — Thu, 06 Jan 2022 07:50:58 GMT

My phone service was cut off even though I have an unlimited plan

Re: Phone service

computergeek541 — Wed, 09 Jun 2021 21:02:03 GMT

@fjmonteith wrote:
My phone service was cut off even though I have an unlimited plan

Were you recently due for a renewal and was payment processed?

Re: Phone service

Triguy — Wed, 09 Jun 2021 19:20:23 GMT

Do you have autopay setup ? Sometimes it can fail. If you need service right away then you can purchase a voucher and call 611 to make a payment. Another option is to pay using recharge.com or ding.com but there is a service charge.

Re: Phone service

esjliv — Wed, 09 Jun 2021 20:08:05 GMT

@fjmonteith wrote:
My phone service was cut off even though I have an unlimited plan

@fjmonteith

What does your Self Serve account status say?

If you did not create one, you can register for one here: https://selfserve.publicmobile.ca/self-registration/

Re: Phone service

fjmonteith — Wed, 09 Jun 2021 21:00:20 GMT

It says my status is fine and that I am on unlimited service.

Re: Phone service

hTideGnow — Wed, 09 Jun 2021 21:02:06 GMT

@fjmonteith wrote:
It says my status is fine and that I am on unlimited service.

Who said status is fine? Mod? or the Self-Serve page?

If self-Serve page said is fine, do you meant ACTIVE?

What is showing on top of your phone screen? Public Mobile? or no service?

Re: Phone service

fjmonteith — Wed, 09 Jun 2021 21:02:16 GMT

I am on automatic payment with my credit card and I don't owe anything. My next payment will come out on the 17th.

Re: Phone service

hTideGnow — Wed, 09 Jun 2021 21:04:55 GMT

if your next payment is on the 17th, then it is not a payment issue

did you try to Reseat the SIM (power down, take SIM out, wipe it clean and put everything back and power up)

Did it show Public Mobile on top of the screen when you power back on again? how many bars?

If you see Public Mobile, does anything of these things work?

incoming call?

outgoing call?

data (make sure to turn of Wifi to test this)?

Re: Phone service

BlueB — Wed, 09 Jun 2021 21:32:27 GMT

@fjmonteith

Can you tell us more? For example, do you see any error messages on your phone? What do you mean by your phone service was cut off? Do any calls/texts/etc go out, or come in? How do you know it got cut off?

Re: Phone service

fjmonteith — Thu, 10 Jun 2021 01:12:32 GMT

When I dial some numbers, the call will not go through. A voice tells me that I have used up all my minutes, and to goto PublicMobile.ca to purchase more.

I am on a Unlimited Canada wide plan. I do not use minutes!

I have been unable to contact tech support, to get this resolved!

I have checked all settings on my phone, and there are no problems!

Somehow PublicMobile has capped my minutes, even-though I have verified that my plan is correct, and operational.

Re: Phone service

BlueB — Thu, 10 Jun 2021 01:15:17 GMT

@fjmonteith

When you dial "some numbers" - what numbers are they? For example, are they regular xxx-xxx-xxxx numbers in your local calling area? I'm guessing you're not trying to call outside Canada, correct?

If you're dialing "short code" numbers (such as 311, or some special number to your local radio station/etc), they aren't seen as regular Canadian telephone numbers. Instead, they're special shortcuts that are outside the regular phone system and Public Mobile's system "thinks" you're calling elsewhere.

Let us know if any of these are applicable, and perhaps a description of what sort of numbers you're calling when you get that message.

Re: Phone service

Dunkman — Thu, 10 Jun 2021 01:23:25 GMT

@fjmonteith

Your account was likely not provisioned properly.

Submit a ticket for moderator assistance.

Click on the chat bubble icon on the right lower corner of website to start ticketing process to contact moderator. Type: unable to call. Follow the prompts to submit ticket.

Re: Phone service

fjmonteith — Thu, 10 Jun 2021 01:25:03 GMT

Most of the numbers with this problem are local, however one number is in the next region, and several numbers are in Ottawa, one is in Calgary. I have taken careful steps to include the 1 for long distance. Some numbers are redials from my phone, but to ensure that there are no redial issues, I have reentered these number completely, and they will not work. I have called other numbers in the same areas, and they do work. The problem does not seem to be area related, and it is not consistent. Yesterday the problem seemed to disappear, today it was back

Re: Phone service

fjmonteith — Thu, 10 Jun 2021 01:28:29 GMT

I haven't had any payment problems, event-though I have used my phone on a visit to Scotland. I am on automatic billing. I have also checked my account, and it paid with the correct service, and operational.

Re: Phone service

BlueB — Thu, 10 Jun 2021 01:28:35 GMT

@fjmonteith

Thanks for letting us know all that and the inconsistency too! I agree with @Dunkman that it appears like an account-related issue, and opening a Ticket will have Public Mobile staff actually look into (and hopefully fix!) your account for you quickly.

Goodluck, and we'd love to hear how this ends up! 🙂

Re: Phone service

esjliv — Thu, 10 Jun 2021 01:30:00 GMT

@fjmonteith wrote:
Most of the numbers with this problem are local, however one number is in the next region, and several numbers are in Ottawa, one is in Calgary. I have taken careful steps to include the 1 for long distance. Some numbers are redials from my phone, but to ensure that there are no redial issues, I have reentered these number completely, and they will not work. I have called other numbers in the same areas, and they do work. The problem does not seem to be area related, and it is not consistent. Yesterday the problem seemed to disappear, today it was back

@fjmonteith ,

You mentioned you were unable to contact tech support...? were you having difficulties using SIMbot = the bubble comment circle on the bottom right-hand side of your screen,

Try messaging the Moderator Team directly with this link:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

While you wait for a response, do a RESET of your NETWORK settings on your phone, see if that improves anything.

Good luck!

Re: Phone service

fjmonteith — Thu, 10 Jun 2021 01:36:00 GMT

I agree that it is an account related issue. But the inconsistencies should not be there, If the error message is valid, it should affect every phone call, not a selection. I was able to place a longdistance call to Naniamo B.C.30 minutes ago without any problems. When I checked with the numbers giving me difficulties, they did not work.

Re: Phone service

hTideGnow — Thu, 10 Jun 2021 01:38:21 GMT

@fjmonteith open a ticket with mod first. Sometimes Mod can do something on the backend to reset the profile or so and issue will then resolved.

Try it. Since it's a bit late now, Mod might not reply till tomorrow.

Re: Phone service

fjmonteith — Thu, 10 Jun 2021 01:46:22 GMT

We were trying to work with the robot. The only message that I received that was totally correct was:

There are 0 results to this problem.

you need to be aware, I was communicating with senior federal government officials in Ottawa, Toronto, and Region of Waterloo. They were expecting my response in a reasonable time, or the issue would be automatically closed.

My issues were terminated, for lack of response. This will cause me about a week to recover, and reestablish the issues. I have put more than 96 hours into this process, at my own expense.

Re: Phone service

BlueB — Thu, 10 Jun 2021 01:52:38 GMT

@fjmonteith

Sorry to hear about those problems... hoping the Moderators (staff) can do something for you! Just to confirm, were you able to open a Ticket already?

If the SIMon robot is giving you issues, you can message them directly here but will need to provide additional info to authenticate yourself (eg. account number, PIN number, etc) but they'll walk you through what they need to know.