topic Re: My data is not working in Get Support

My data is not working

LesterZamora — Tue, 08 Feb 2022 14:40:03 GMT

I ran out data a couple of days ago, since my next cicle was coming soon, I decided to wait a few days without internet. However, two days before the new cycle started I needed internet, so I decided to pay in advance and even improve my plan. I paid and activated the new plan, but as of now my data is not working and there since to be a problem with the public mobile web so I can’t contact them to help me. Is it just me or anyone else is having this issue?

Re: My data is not working

Quigley — Tue, 08 Feb 2022 13:55:21 GMT

@LesterZamora

If you're having trouble generating a ticket for help, try sending a private message to CS_Agent

Try logging out and back into your account after you reboot your phone, and see if it works then.

Re: My data is not working

Anonymous — Tue, 08 Feb 2022 13:57:19 GMT

@LesterZamora : Do you see that the plan did change? Or did you only schedule it for your renewal? Did you restart the phone? Of course is your cell data turned on?

Re: My data is not working

Dunkman — Tue, 08 Feb 2022 13:58:52 GMT

@LesterZamora

In your self service account, do you see your new plan details? Is talk and text working? Is account status active?

A few basic troubleshooting advice:

Reboot phone

Network reset of phone

Toggle airplane mode on, then off.

Re: My data is not working

hTideGnow — Tue, 08 Feb 2022 15:01:12 GMT

HI @LesterZamora

when you make the plan change, did you click "Change Now" or "Change in the next renewal date"? If you clicked Change Now, check your Credit Card to see if PM already get the money for the new plan. Also, Login to My Account, the front page should show you the current plan. Is the new plan showing?

If still the old plan showing there, you have probably clicked "Change in the next renewal Date" and so the plan change is not live yet. Go back and make the plan change again and choose Change Now

Re: My data is not working

esjliv — Tue, 08 Feb 2022 15:44:37 GMT

@LesterZamora adding funds to your account does not automatically renew your plan.

If you are up or down grading you can choose to change your plan immediately in self serve, it you have the appropriate funds for that plan.

If you want to renew your current plan before your renewal date only customer support can do that for you. So submit a ticket to do this.

Or buy a data addon to get you through until your renewal. Addons will stay on your account until fully consumed.

Edit, if needing to renew plan early CSA contacts here: https://www.publicmobile.ca/en/bc/get-help/articles/contact-an-agent

Re: My data is not working

Meow — Tue, 08 Feb 2022 16:34:08 GMT

What your account says - what plan you are on right NOW?

If you did immediate plan change and get charged for it your data quota should be shown on your account.

If you did 'schedule plan change' then new plan will kick off on your next renewal.

If you are desperate for same data you can always buy some add-on, as you know.

Ticketing does not work but you can always send private message to agent.

Re: My data is not working

Meow — Tue, 08 Feb 2022 16:36:25 GMT

@Dunkman wrote:

A few basic troubleshooting advice:
Reboot phone
Network reset of phone
Toggle airplane mode on, then off.

Should OR be there between these 3 options or advise is just to do all 3?

Isn't it airplane almost the same as reboot (turn on/off)?

Re: My data is not working

LesterZamora — Tue, 08 Feb 2022 18:21:08 GMT

Hi, thank you all for your help. I will try all of the above.

Re: My data is not working

LesterZamora — Tue, 08 Feb 2022 18:26:19 GMT

Could you be so kind to explain me how to send a private message to a CS_Agent?

Re: My data is not working

hTideGnow — Tue, 08 Feb 2022 18:28:48 GMT

@LesterZamora wrote:
Could you be so kind to explain me how to send a private message to a CS_Agent?

HI @LesterZamora

To send message to PM Support, here are the 2 ways

Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

type: Contact CS Agent
Click "Contact Us"
Click "Other"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: My data is not working

LesterZamora — Tue, 08 Feb 2022 19:46:12 GMT

Thanks a lot for the help