topic Plans not working in Get Support

Plans not working

Sbl63 — Thu, 06 Jan 2022 07:57:49 GMT

Hi. My plan renewed but not working. Any ideas

Re: Plans not working

softech — Thu, 01 Jul 2021 20:09:40 GMT

Was it renewed by Autopay ? or you just manually add fund ?

If you logon to My Account, is the account showing Active or Suspended? Do you see a button Reactivate Current Plan? If so, click on the button and reboot the phone once

Re: Plans not working

Anonymous — Thu, 01 Jul 2021 20:25:05 GMT

When is your due date?

Did you Sign in to Self Serve and look at Account Status: Active or ?

try Rebooting your device,

what is mean for Rebooting the phone means to turn off your phone and waiting about 2 minutes, and turn it back on.

Re: Plans not working

Staliger — Thu, 01 Jul 2021 20:33:02 GMT

@Sbl63 Login your self-service account and check the Plan Status. Is it active or not? Did you try restarting your phone?

Re: Plans not working

mimmo — Thu, 01 Jul 2021 20:39:14 GMT

When you log into selfserve what does your account balance say? Payment history?

If positive account balance and plan inactive try toggling lost stolen mode.

This one is out there buif all else fails is Airplane mode on,?

Re: Plans not working

coffeelover — Thu, 01 Jul 2021 21:09:00 GMT

Can you take a screenshot and show us what you see in the "my account" homepage?

Just hide the sensitive information on it first...

Re: Plans not working

esjliv — Fri, 02 Jul 2021 02:19:51 GMT

@Sbl63 wrote:
Hi. My plan renewed but not working. Any ideas

Hello @Sbl63

If your status is Active (you can also check status by calling 611), then try one or more of the below:

*turn off your phone, leave off for a minutes, then reboot
*removing your SIM for a few minutes, then reinserting it
*go into airplane mode for a few minutes, then going back to regular mode
*reset network settings
*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

Re: Plans not working

Sbl63 — Fri, 02 Jul 2021 03:08:27 GMT

edited by computergeek541: screenshot contains personal information

Re: Plans not working

Anonymous — Fri, 02 Jul 2021 02:13:31 GMT

@Sbl63 : Looks fine. What happens when you dial 611? Lots of other ideas already mentioned.

Re: Plans not working

softech — Fri, 02 Jul 2021 02:14:29 GMT

It renewed fine today, next billing date is July 31. Maybe one more reboot is all you need.

After reboot , try

1. make outgoing calls

2. call yourself from another line to test incoming calls

3. Try mobile data (make sure turn off wifi)

If that does not work, let us know what is showing on the screen, like do you see "Public Mobile" showing on top of the screen, or how much signal it is showing.

Re: Plans not working

esjliv — Fri, 02 Jul 2021 02:23:04 GMT

@Sbl63

Did you change your phone recently?

Can you try your SIM into another compatible phone and see if you have any services?

If this trouble shooting being provided is not getting your services back I was ask the Moderators to ensure your SIM card number matches their records:

https://www.publicmobile.ca/en/on/get-help/articles/contact-a-moderator

fyi, there is some personal info. in your screen shot. You may want to remove or edit that.

To edit it, hit the 3 dots at top, right of your post.