topic Re: Account reactivation in Get Support

Account reactivation

ScottyB — Tue, 15 Mar 2022 19:29:25 GMT

Why did I just get a text message saying my account was reactivated?!?!?! I have not been with PM for almost a year now. I want to have someone from PM contact me about this and explain why my account was reactivated!

Re: Account reactivation

BeachNBeer — Tue, 15 Mar 2022 19:30:21 GMT

@ScottyB

Contact customer service agents.

Open a ticket via:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)

Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

Re: Account reactivation

esjliv — Tue, 15 Mar 2022 19:36:41 GMT

@ScottyB wrote:
Why did I just get a text message saying my account was reactivated?!?!?! I have not been with PM for almost a year now. I want to have someone from PM contact me about this and explain why my account was reactivated!

@ScottyB - well that is weird.

Do you have this number with another provider currently active, and all your services are working?

My guess, your number got entered incorrectly somewhere. Just to be safe, don't click on any links or respond to it.

You number must have been in the Telus family.

I wonder if this is an issue with assigning 2 same numbers to customers...🤔

I wouldn't be too concerned, until you get a 'do you authorize a port' message? But again, just don't approve the port by texting back YES, if this ever does happen.

Re: Account reactivation

hTideGnow — Tue, 15 Mar 2022 19:40:03 GMT

@24For7 wrote:
@ScottyB
buy new sim card and start new account.

@24For7 you really reminded me of another member who left the Community not long ago

Welcome back

Re: Account reactivation

hTideGnow — Tue, 15 Mar 2022 19:41:35 GMT

HI@ScottyB if account has suspended for over 90 days, It should have been closed.

But, for safety, check your credit card that was on PM record earlier to make sure no fund was debited

then open a ticket using direct messaging:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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

Re: Account reactivation

darlicious — Tue, 15 Mar 2022 19:53:12 GMT

@ScottyB

It sounds like an errant text from pm....not uncommon. But for peace of mind as already suggested:

Check your credit card for any charges from pm.
Try logging in with your old account credentials.
Call 1 855 4PUBLIC and enter your 10 digit phone number to see if they "find" your phone number.
If you still want reassurance contact customer support.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

Re: Account reactivation

ScottyB — Tue, 15 Mar 2022 21:03:36 GMT

No, I don't have that number anymore. I went with a different company and I got a new number. The text I got says it's from 611 and says:

Congrats! Rewards have been applied to your account. Friend $ referrals, auto pay, community, loyalty... more info at http://selfserve.publicmobile.ca

Re: Account reactivation

hTideGnow — Tue, 15 Mar 2022 21:06:46 GMT

@ScottyB wrote:
No, I don't have that number anymore. I went with a different company and I got a new number. The text I got says it's from 611 and says:

Congrats! Rewards have been applied to your account. Friend $ referrals, auto pay, community, loyalty... more info at http://selfserve.publicmobile.ca

HI @ScottyB It could be just a email glitch, which PM had a lot lately. But I would still message PM support directly and confirm everything is good. Maybe just someone got a very similar email address as yours and typed wrong by mistake. 🙂

Re: Account reactivation

ScottyB — Tue, 15 Mar 2022 21:06:58 GMT

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Who or what do these links take me to?

Re: Account reactivation

ScottyB — Tue, 15 Mar 2022 21:07:31 GMT

Thnxs, very helpful....🙄

Re: Account reactivation

darlicious — Tue, 15 Mar 2022 21:24:20 GMT

@ScottyB

The first one brings you to Simple--Simon to submit a ticket. The second like the one below brings you to private messages. Use that one. Don't worry about verification. Customer support will answer your questions based on you being a former customer and will not have to verify your account. Just explain your situation with a detailed message.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

Re: Account reactivation

ScottyB — Tue, 15 Mar 2022 22:05:07 GMT

Ok, thnxs for the clarification. I will contact the second one, thnxs.

Re: Account reactivation

ScottyB — Wed, 16 Mar 2022 17:49:16 GMT

Well I tried the second contact and nobody even has the decency to answer my urgent message in a timely manner. This company is a joke, solidifies why I left in the first place.

Re: Account reactivation

BeachNBeer — Wed, 16 Mar 2022 17:52:23 GMT

@ScottyB Standard response time is 2 to 48 hours. They will get back to you. Or write them again.

You can complain all you want on these forums however non of us can do anything for you as we are all customers just like you.

Re: Account reactivation

darlicious — Wed, 16 Mar 2022 17:55:09 GMT

@ScottyB

Really? Customer support usually responds within an hour if not quicker unless of course your community account has a glitch like mine has had on several occasions and for some reason customer support doesn't recieve anything from despite you sending them every which way but Sunday.....well let's see if we can get their attention in a less conventional way.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

Re: Account reactivation

computergeek541 — Wed, 16 Mar 2022 18:16:51 GMT

inappropriate content removed

Re: Account reactivation

softech — Wed, 16 Mar 2022 18:16:51 GMT

@ScottyB so you left???

Re: Account reactivation

darlicious — Wed, 16 Mar 2022 19:19:48 GMT

@ScottyB

They do have to uphold privacy laws but they can't check your possible account reactivation without certain information. Anyhow I happy to hear my unconventional method got the attention of customer support. Your welcome and have a nice day.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

Re: Account reactivation

hTideGnow — Wed, 16 Mar 2022 19:22:55 GMT

Hi @ScottyB no need to upset. If you checked your credit card and PM didn't charge you, I think you are good.

You can also try to use Forgot password with the email address you received the email and see of you can answer the Security question and reset the password and login and check. I assume it was just a mistake. Also, possibly someone typed the wrong email by mistake. Some email address are very very similar

Re: Account reactivation

esjliv — Wed, 16 Mar 2022 23:37:17 GMT

@ScottyB wrote:
Now they are saying they can't help me unless I divulge all of this person information to them. I am logged into my account, so they don't need any of that. Just getting the run around by this company like always. This company is ghetto.

@ScottyB - Do you mean you are logged into your community account, therefore, you do not need to provide any personal information?

The community account and the Self Serve account are two totally separate systems.

1-Community account is basically used for support here in the forum, and gives access to obtain assistance with active accounts through Public Mobile Customer Support Agents.

2-Self Serve account is the one that is linked to your Public Mobile phone number/SIM/Account etc. Very useful and probably needed to be set up eventually for active customers.

You actually do not require a community or a Self Serve account to have a Public Mobile active account and phone number. The only link between these two could be the same email, you could use, for credentials. But, really the community account holds no verification information whether this is REALLY you OR NOT.

So, if you really want certain information confirmed with the Customer Support Agents of Public Mobile you will need to prove who you are (were) for the phone number/SIM account you once had a year ago.

You have a ticket open with them, so I would not provide anything to them unless they ask for it. Which should be easy enough to do, if this used to be your account.