topic Re: phone stopped working in Get Support

phone stopped working

kael — Fri, 28 Jan 2022 00:06:09 GMT

I have had service with public mobile and all of a sudden I cannot log in to my account or call or text on my phone? .Please help ...

Re: phone stopped working

0PX9O4 — Fri, 28 Jan 2022 00:07:03 GMT

@kael

Have you tried logging in to selfserve.publicmobile.ca or calling 611 from your phone to see what your account status is?

Re: phone stopped working

kael — Fri, 28 Jan 2022 00:10:11 GMT

yes. says sim is not registered and i cannot log into self serve

Re: phone stopped working

0PX9O4 — Fri, 28 Jan 2022 00:11:50 GMT

@kael

You can try the Forgot Password option on the login page to reset your password. Please let us know if that doesn't work for some reason, and we can then try other options. Resetting your password will be the fastest and easiest way to get your service back on, though.

Re: phone stopped working

kael — Fri, 28 Jan 2022 00:14:21 GMT

ForgotPassword/LoginUnsuccessfulUser_LoginDisabled

Re: phone stopped working

0PX9O4 — Fri, 28 Jan 2022 00:17:28 GMT

@kael

Usually the login gets re-enabled an hour after, in such cases.You may also want to try switching to another browser or using incognito mode, to be safe.

I also want to check with you about how long it has been since you lost service. When was your last payment (approximate date is fine).

If it's been over 90 days since the account was suspended for non-payment, then it may already have been deleted.

Re: phone stopped working

HALIMACS — Fri, 28 Jan 2022 00:18:24 GMT

@kael

From a different device, try calling your number.

What happens?

Re: phone stopped working

kael — Fri, 28 Jan 2022 00:18:51 GMT

lost service yesterday, account plan is paid up for another 3 weeks.

when calling out or someone calling in there is just nothing. no recording for incoming just peep and off

Re: phone stopped working

0PX9O4 — Fri, 28 Jan 2022 00:20:50 GMT

@kael

I'm assuming you've tried removing the SIM card and re-inserting it, then restarting your phone after?

The SIM not registered issue is possibly phone-related. Can you try putting your SIM in another phone temporarily to see if it works there?

Though of course you would need to get access to selfserve regardless of this issue, so we'll make sure that happens.

Re: phone stopped working

kael — Fri, 28 Jan 2022 00:21:03 GMT

nothing just a boop kinda noise and nothing. no answering machine or pre recorded public mobile message. just nothing

Re: phone stopped working

kael — Fri, 28 Jan 2022 00:22:28 GMT

i will try another phone. that will take a little time. thank you

Re: phone stopped working

HALIMACS — Fri, 28 Jan 2022 00:23:19 GMT

When did you activate here, @kael ?

Try placing your PM SIM in another device, what happens?

Try placing someone else's SIM card in your device, also what happens?

Just trying to troubleshoot whether it's a device or SIM issue...

Re: phone stopped working

kael — Fri, 28 Jan 2022 00:25:03 GMT

had the account for approximately 2 years. this is the first problem. i will try to switch sims etc.

Re: phone stopped working

0PX9O4 — Fri, 28 Jan 2022 00:25:36 GMT

@kael

It's possible there may be a temporary outage in your area. Since you now have two unrelated problems going, I think it may be best to contact a PM agent to get both resolved at the same time.

You can send a private message to CS_Agent with your account details (full name, phone and account numbers, email address, and the 4-digit PIN if you have it). They should be able to unlock your self-serve account and also make sure that any service issues are resolved. You can expect a response from them within a couple of hours usually.

Re: phone stopped working

0PX9O4 — Fri, 28 Jan 2022 00:27:45 GMT

@kael Since your incoming calls are neither ringing, nor going to voicemail, I'm assuming that issue cannot be related to your phone anyway. You may want to provide that bit of info in your private message to the PM agent.

Re: phone stopped working

esjliv — Fri, 28 Jan 2022 00:31:51 GMT

@kael wrote:
had the account for approximately 2 years. this is the first problem. i will try to switch sims etc.

@kael - try manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) to see if that improves services.

Re: phone stopped working

esjliv — Fri, 28 Jan 2022 00:34:18 GMT

@kael wrote:
I have had service with public mobile and all of a sudden I cannot log in to my account or call or text on my phone? .Please help ...

@kael just to be sure...check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

As for the My Account login issue have you clear cache/cookies, tried a totally different browser or device?

Do you get the same results?

Although you may have to wait 15 minutes or so has you may have temporarily locked up your account with too many failed attempts. But this should reset after waiting.

Re: phone stopped working

kael — Fri, 28 Jan 2022 00:49:44 GMT

i'm doing this on my pc which is where i'm trying to log in from, brave as well as chrome. i will try the blacklist but it's an old phone, should not be on that list.

Re: phone stopped working

esjliv — Fri, 28 Jan 2022 00:56:01 GMT

@kael wrote:
i'm doing this on my pc which is where i'm trying to log in from, brave as well as chrome. i will try the blacklist but it's an old phone, should not be on that list.

@kael oh, any phone can be blacklisted, whether it is new or not.

But it is probably not the case, just something to check to ensure all good on this front.

i guess the main question is, is this a relatively new phone to you (but used)?

Another thing...when did you activate? Just making sure you didn't cancel or do a charge back with your credit card company soon after activation because you saw a 'Koodo' charge on it?

Some cases were reported like this...fyi Telus owns Koodo and Public Mobile; and for some reason when activating the first charge says "Koodo", which can cause some issues if customers think this is fraudulent.

If this is your situation, contact Customer Support Agents CSA and let them know what happened.

Methods to contact them here: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: phone stopped working

kael — Fri, 28 Jan 2022 01:00:38 GMT

activated 2 years ago, did not do a charge back. checked, phone is not not blacklisted.