topic Re: My moms account problems in Get Support

My moms account problems

frugalcanuck — Sun, 06 Feb 2022 18:05:36 GMT

Hi,
I think I am going to need the assistance of a moderator. Both my parents use public mobile for their cell phones. My mom doesn't use hers much anymore and her phone broke a few months back and they didn't bother fixing it until now. Now we have a new phone for her and we tried moving the sim card over and now the sim card doesn't work.
The email address for my moms account is also not recognized anymore by public mobile. We click on forgot password and we type in the email address for email verification and it comes back as "your login failed." So we cant logo into her account. I would like to keep the same phone number so I don't want to just set up a new account.

So I could use some help to get her phone up and running again.

Thank you

Re: My moms account problems

Anonymous — Sun, 06 Feb 2022 18:06:52 GMT

When was the last payment made on the account? If more than ~4 months then the account has deactivated. What recording do you get when you dial 611?

Re: My moms account problems

esjliv — Sun, 06 Feb 2022 18:09:22 GMT

@frugalcanuck wrote:
Hi,
I think I am going to need the assistance of a moderator. Both my parents use public mobile for their cell phones. My mom doesn't use hers much anymore and her phone broke a few months back and they didn't bother fixing it until now. Now we have a new phone for her and we tried moving the sim card over and now the sim card doesn't work.
The email address for my moms account is also not recognized anymore by public mobile. We click on forgot password and we type in the email address for email verification and it comes back as "your login failed." So we cant logo into her account. I would like to keep the same phone number so I don't want to just set up a new account.
So I could use some help to get her phone up and running again.

Thank you

@frugalcanuck - how long as the phone been in suspended status for?

After 90 days of suspended/non-payment status, your account will be permanently deactivated, which means you will:

1 - Lose access to your phone number (and Self Serve account), any rewards or Available Funds balance that was in your account at time of suspension, and won’t be able to transfer the phone number to a new provider in the future.

2 - Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

If within 90 days, you need to make a payment to resume service.

Has an account been created for her before? If not, register for one here: https://selfserve.publicmobile.ca/self-registration/

Re: My moms account problems

esjliv — Sun, 06 Feb 2022 18:12:10 GMT

@frugalcanuck - what happens when you call her number?

If within 90 days and having issues getting in her account, can you try the forgot your password option?

Moderators are now called Customer Support Agents (CSA).

They can be reached through private ticket submissions by these methods: https://www.publicmobile.ca/en/bc/get-help/articles/contact-an-agent

Re: My moms account problems

frugalcanuck — Sun, 06 Feb 2022 18:12:38 GMT

I dont think it was suspended. I believe there were payments being made. I thought they were still making payments.

Re: My moms account problems

hTideGnow — Sun, 06 Feb 2022 18:13:03 GMT

HI@frugalcanuck Have you been paying PM account while the phone was broken? If you have not pay , would it be over 90 days? Account will be closed if you have not pay for 90 days. I am afraid that was over 90 days and account is now closed

You will have to buy a new PM SIM from store and activate a new account. If you are going this way. Make sure you use the Friend Referral code from your dad's account. That gives you a one time saving of $10.

Re: My moms account problems

frugalcanuck — Sun, 06 Feb 2022 18:13:24 GMT

There was an account created.. i think in 2018 or 2019

Re: My moms account problems

esjliv — Sun, 06 Feb 2022 18:16:22 GMT

@frugalcanuck wrote:
There was an account created.. i think in 2018 or 2019

@frugalcanuck - i think you need to find out when the last payment was made...then 30 EDIT, I meant 90 days after that if not activated than that number is gone.

Did you call her number? If it goes to her voicemail, that would be a good sign it can be reactivated again.

Try her SIM card into your phone and see if there are any services.

Re: My moms account problems

Anonymous — Sun, 06 Feb 2022 18:16:14 GMT

@frugalcanuck : Account creation is not the question. When was the last payment made? If it was on autopay then perhaps the autopay failed at an inopportune time of not paying attention to it. But after ~3 months of suspension, the account closes.

Re: My moms account problems

frugalcanuck — Sun, 06 Feb 2022 18:18:16 GMT

I call the number and it says not in service

Re: My moms account problems

frugalcanuck — Sun, 06 Feb 2022 18:19:11 GMT

It was on auto pay but I can not check when the last payment was

Re: My moms account problems

esjliv — Sun, 06 Feb 2022 18:22:48 GMT

@frugalcanuck wrote:
I call the number and it says not in service

@frugalcanuck we have no access to her account. If you need something officially to confirm when and what happened, submit a ticket with CSA.

But you will need to prove her account. Can she provide an Account PIN or payment credentials, or anything.

Re: My moms account problems

AE_Collector — Sun, 06 Feb 2022 18:31:44 GMT

@esjliv wrote:
@frugalcanuck wrote:
There was an account created.. i think in 2018 or 2019
@frugalcanuck - i think you need to find out when the last payment was made...then 30 EDIT, I meant 90 days after that if not activated than that number is gone.
Did you call her number? If it goes to her voicemail, that would be a good sign it can be reactivated again.

Try her SIM card into your phone and see if there are any services.

Edit one more time… probably 120 days after last payment was made as it would have run for (probably) 30 days after that payment. But it could be a 90 day plan so 180 days after last payment made and of course depending HOW payments were made, payment date isn’t necessarily last renewal date. Lots of variables but you get it… after 90 days of plan being expired the account closes permanently.

AE_Collector

Re: My moms account problems

AE_Collector — Sun, 06 Feb 2022 18:37:17 GMT

@frugalcanuck wrote:
It was on auto pay but I can not check when the last payment was

You can check on the credit card statement rather than on self serve at PM since you don’t have access to it. But Out if Service recording tells me it’s history. Remember that credit cards get updated with new expiry dates on a regular basis which makes it easy for renewals to stop happening and if the phone isn’t used regularly to catch it going Out of Service it’s only a matter of time (90 days to be exact) until it’s done. You need to start over from scratch. Watch for the best new customer deal and use a referral from the still working PM account.

AE_Collector

Re: My moms account problems

VIP_Tech — Sun, 06 Feb 2022 18:40:45 GMT

Hi @frugalcanuck

Q. for how long about a few months !

do you check with who pay for that service is the payment is going through, or maybe if payment is failed and phone is broken, and missed a payment more than 90 days of non-payment, account will be permanently deactivated, i hope not but you need to check it out.

for new device can you Check your phone's compatibility frequency bands (publicmobile.ca)

Re: My moms account problems

Meow — Sun, 06 Feb 2022 21:57:09 GMT

@frugalcanuck

If your mom did not pay for her PM plan within of 90 days of inactivity (suspended for no payment) her account is closed. Deleted and number reassigned...