topic Re: Why isn't my phone service on? in Get Support

Why isn't my phone service on?

Geir — Sat, 12 Feb 2022 21:49:21 GMT

I recently topup my phone and received a message saying it was successfully topped up but when I made the call it still says I need to top up my phone

Re: Why isn't my phone service on?

BeachNBeer — Sat, 12 Feb 2022 21:49:41 GMT

@GeirWhat plan are you on? Have you logged into your account to review your overview page to see the status?

Re: Why isn't my phone service on?

VIP_Tech — Sat, 12 Feb 2022 21:50:56 GMT

Hi @Geir

Add (+1 or 1 ) in front of the any area code,

try Rebooting device.

Re: Why isn't my phone service on?

Geir — Sat, 12 Feb 2022 21:56:15 GMT

Its not letting me sign in and I rebooted my phone twice

Re: Why isn't my phone service on?

VIP_Tech — Sat, 12 Feb 2022 21:57:42 GMT

@Geir

close all Browser and clear cache and cookies,
and try open one Browser inPrivate mode,
or try different Browser and open incognito mode,

How Reset your Self-Serve password (publicmobile.ca)

or get in touch with Customer Support Agent (publicmobile.ca)

will reset.

CSA Hours Of Operation (publicmobile.ca)

Verify your identity (publicmobile.ca)

Re: Why isn't my phone service on?

esjliv — Sat, 12 Feb 2022 22:01:03 GMT

@Geir - does the call complete even though you receive that message?

Or, does adding a '1' in front allow the call to complete?

If so, ignore those messages and hopefully they will not continue.

Have you created an account before, and were you able to log into successfully?

If you have not registered for one, you can do that here: https://selfserve.publicmobile.ca/self-registration/

What does your status and renewal date say when you dial 611 from your phone?

Re: Why isn't my phone service on?

Dunkman — Sat, 12 Feb 2022 22:01:08 GMT

@Geir

What happens when you call 611 on your phone? When is your next payment date?

https://productioncommunity.publicmobile.ca/t5/Get-Support/611-IVR-Menu-System/m-p/289352

Re: Why isn't my phone service on?

pkaraa — Sat, 12 Feb 2022 22:07:48 GMT

You might need to contact support agents to get you on 'my account' self serve page. They can get you in then if your plan needed top up it might need that you login and click "reactivate" link.

Re: Why isn't my phone service on?

Geir — Sat, 12 Feb 2022 22:26:37 GMT

What is the contact number for them

Re: Why isn't my phone service on?

Dunkman — Sat, 12 Feb 2022 22:33:14 GMT

@Geir

@Geir wrote:
What is the contact number for them

There is no phone number for customer service.

You will need to submit ticket for customer service agent help.

Click on chat icon on right lower corner of website. Type: submit ticket. Follow prompts to submit ticket. Likely 1-2 hour response times.

Re: Why isn't my phone service on?

Yummy — Sat, 12 Feb 2022 23:38:31 GMT

@Geir wrote:
What is the contact number for them

No live support at PM.

You will have to send private message to agent (CSA) by clicking https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

You’ll need to be logged into your Community account for the link to work.

Be ready to provide account information to CSA to confirm your identity.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Why isn't my phone service on?

hTideGnow — Sat, 12 Feb 2022 23:45:05 GMT

@Geir wrote:
What is the contact number for them

HI @Geir did you reboot your phone? it still not working?

if you still need to open ticket with PM CS Agent, please

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

1. type: Contact CS Agent
2. Click "Contact Us"
3. Click "Other"
4. Click "Click here to submit a ticket"

5. 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: Why isn't my phone service on?

Darlene-Ontario — Sun, 13 Feb 2022 00:25:15 GMT

This happened to me yesterday. They cut my service off. We have autopay for the last 3 years on 3 phones no problems.. I tried to make payments 3 times last night, it Kept saying call credit company. Went to the bank today and there wasn't any attempts. I tried again after the bank today and it went through. Back on line.. Now this happened to my daughter's phone tonight. I'm waiting till tomorrow to attempt payment. Good luck.