topic Re: blocked number in Get Support

blocked number

zohresheykhi — Thu, 21 Apr 2022 16:22:39 GMT

Hello there

My cell number has been blocked today(I can't call and send a message) and when I want login to my account, I get the error below

"Sorry, your login has been disabled. Please visit the online Community at publicmobile.ca/community for assistance."

Please help me immediately and unblock my number

Re: blocked number

softech — Thu, 21 Apr 2022 16:24:58 GMT

@zohresheykhi what is showing on your phone status on top? Any error like No SIM? No Network? SIM not provisioned? Any status bar at all?

open a ticket with PM Support with direct message to get that sorted out

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: blocked number

dust2dust — Thu, 21 Apr 2022 16:27:04 GMT

What recording do you get when you try to call 611? Did you recently deal with any questionable credit card transactions?

Re: blocked number

Meow — Thu, 21 Apr 2022 16:32:45 GMT

Did you pay bill on time?

What message you get when you call 611 (if you can call it at all)?

Did you try to change credit card recently? Maybe you triggered fraud flag?

If you think everything should be in order, contact agent for assistance.

Use the ticketing system for a faster response time (preferred method as Ticket is assigned and easy to follow up with CSA). Click Chatbot - Ticket and type ticket, then click on Contact Us, then click on issue you inquire about. Link for creating ticket will be presented.

- Send a private message to the CSA - agent by clicking Here

Re: blocked number

JL9 — Thu, 21 Apr 2022 16:37:21 GMT

Sounds like your account is suspended whether for non payment or a glitch on PMs end. There are several avenues to take for troubleshooting but if you can't access your account, best option is probably contacting a CSA to get it rectified.

Blocked number

mehdiamir — Thu, 21 Apr 2022 16:42:09 GMT

Hello there

My cell number has been blocked today(I can't call and send a message) and when I want login to my account, I get the error below

"Sorry, your login has been disabled. Please visit the online Community at publicmobile.ca/community for assistance."

Please help me immediately and unblock my number

Re: Blocked number

Meow — Thu, 21 Apr 2022 16:45:27 GMT

This is identical word for word message as this thread:

https://productioncommunity.publicmobile.ca/t5/Get-Support/blocked-number/td-p/814860

what is going on???

Re: Blocked number

dust2dust — Thu, 21 Apr 2022 16:45:51 GMT

Are you also zohresheykhi?

That username already got several replies in an earlier conversation. Their question was identical to yours.

https://productioncommunity.publicmobile.ca/t5/Get-Support/blocked-number/m-p/814860

Re: blocked number

BKNS27 — Thu, 21 Apr 2022 17:06:51 GMT

@zohresheykhi

Your account is probably expired or suspended because of non-payment.

Your number is gone if you haven't paid over 90 days...your number is gone and account closed.

Re: blocked number

zohresheykhi — Thu, 21 Apr 2022 17:42:02 GMT

No, it shows public mobile

Re: blocked number

zohresheykhi — Thu, 21 Apr 2022 17:42:55 GMT

No, I didn't

Re: Blocked number

mehdiamir — Thu, 21 Apr 2022 18:05:29 GMT

No, she is my wife. we have the same problem

Re: Blocked number

mehdiamir — Thu, 21 Apr 2022 18:06:26 GMT

she is my wife. we have the same problem.

Re: Blocked number

dust2dust — Thu, 21 Apr 2022 18:17:01 GMT

And neither of you dealt with a credit card problem recently? Like fraudulent transactions and cancelled the card.

Re: Blocked number

JL9 — Thu, 21 Apr 2022 18:19:54 GMT

refer to your wife's thread for potential solutions

Re: Blocked number

softech — Thu, 21 Apr 2022 18:19:55 GMT

@mehdiamir both accounts use the same credit card to pay?

If both of them have the same issue, look like it is an issue on the credit card side

but have you open a ticket with PM Support yet. ?

Re: Blocked number

mehdiamir — Thu, 21 Apr 2022 19:16:30 GMT

Yes, we use the same card. but now our pays are ok. we sent a message to CSA and unfortunately, we did not receive a message.

Re: Blocked number

mehdiamir — Thu, 21 Apr 2022 19:19:22 GMT

actually, we use a debit card to pay

Re: Blocked number

dabr — Thu, 21 Apr 2022 19:25:28 GMT

@mehdiamir Getting a response from customer support can take 2 hours or more, but normally it's less than the two hours, so you might need to be patient if you submitted the ticket an hour ago.

Your debit is Debit Visa or Debit MC right? Because that is the only debit cards PM accepts for payments. If you needed to update your debit card because of a new card/expiry, make sure you entered the name and address exactly as it appears on the card's statement. Don't leave a space for the postal code either.

Your other option if you need to make a payment for renewal, is to purchase a voucher from a SDM, London Drugs or Shell gas station and load the funds by dialing *611 on your phone.

Re: Blocked number

softech — Thu, 21 Apr 2022 19:29:36 GMT

@mehdiamir Usually PM support will reply within an hour or two. If you waited 2 hours+, I suggest you to open a 2nd ticket and hope they can response quicker

Let us know what they said and how they fix it, I think we heard similar issue yesterday