topic Re: My service is not working URGENT in Get Support

My service is not working URGENT

farcos — Mon, 25 Apr 2022 14:21:59 GMT

Hi My service is not working.. It says that I havent paid the balance but Im in autopay and current @farcos

Re: My service is not working URGENT

Spudster — Mon, 25 Apr 2022 14:34:02 GMT

Try rebooting device, resetting your network connections, removing SIM card and reinstalling it.

Sometimes auto-pay fails, go into the payment Tab and make a payment equal to your plan amount then tap resume. If that doesn't work, try adding one additional dollar then tap resume.

If none of this works and you need to contact customer support, here's how:

There are 2 ways to reach them:

Create a support ticket by clicking here , then type Support Ticket, then select Contact Us, then select the topic that more closely matches your request. Then click Click here to submit a ticket , or,
Send a private message to them by clicking here

You’ll see their reply in your Community private mailbox in the envelope to the left of your avatar.

Re: My service is not working URGENT

softech — Mon, 25 Apr 2022 15:01:53 GMT

@farcos did you login to My Account and confirm your Account status? Is it showing Active or Suspended?

Understand you have setup Autopay but Autopay could fail for various reasons.

If you see your account showing Suspended and you don't have the phone service now, please make a manual payment:

1. Login to My Account, Payment Tab and then One Time Payment

2. Use the option "Other (Enter the desired payment amount)" and manually enter the Plan amount (this works better than using Amount Due)

https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/

3. once paid, click on the button "Reactivate current plan" if it is around

4. Then logoff from My Account and Reboot the phone and it should be good

Re: My service is not working URGENT

farcos — Mon, 25 Apr 2022 16:37:08 GMT

I couldnt acces to my account as I cant reset my pin#

Re: My service is not working URGENT

farcos — Mon, 25 Apr 2022 16:37:55 GMT

I need to have my pin reset

or I need somebody to take my call

Re: My service is not working URGENT

softech — Mon, 25 Apr 2022 16:38:19 GMT

@farcos You need your 4 digits PIN # for accessing *611, but your username (which is email address) and password for accessing My Account

Either way, if you need any of them reset, you can open ticket with PM Support:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Send a private message to the CS Agent here: 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: My service is not working URGENT

farcos — Mon, 25 Apr 2022 16:43:40 GMT

is not working

Re: My service is not working URGENT

farcos — Mon, 25 Apr 2022 16:43:56 GMT

need to talk with a human

Re: My service is not working URGENT

farcos — Mon, 25 Apr 2022 16:51:12 GMT

Ticket reference number: 234341-396

Re: My service is not working URGENT

farcos — Mon, 25 Apr 2022 16:56:30 GMT

Hi Still my service is not active

still cant log into my portal and need to have access to my phone urgent

Re: My service is not working URGENT

dust2dust — Mon, 25 Apr 2022 17:02:51 GMT

What recording do you get when you dial 611? If it asks for money then go to recharge.com and buy a voucher to pay the plan. Use 611 to enter it. No pin required. That way your services will get working. Then you can spend the time figuring why you can't log in and what happened to the autopay without the stress of a non-working service.

Re: My service is not working URGENT

farcos — Mon, 25 Apr 2022 17:18:01 GMT

it requires the 12 digits pin from the voucher if I decide to use the voucher

or if I need to the credit card on records it also require the 4 digits pin

that is the recording when I call to *611

Re: My service is not working URGENT

farcos — Mon, 25 Apr 2022 17:19:20 GMT

can you help urgent?

I need to urgently activate my account

Re: My service is not working URGENT

Spudster — Mon, 25 Apr 2022 17:20:41 GMT

@farcos

You are dealing with other community members on this forum.

The best advice would be to contact the customer support agents as provided in my first post when you first asked.

None of us here can help you get access to matters that are strictly account related.

Re: My service is not working URGENT

dust2dust — Mon, 25 Apr 2022 17:21:20 GMT

So yes it's suspended. Using a voucher does not require a 4 digit pin. The 12 digit voucher pin will be on the voucher printout (or email from recharge).

Using the hopefully valid, already registered credit card to make the payment in 611 needs the 4 digit pin that you created.

topic Re: My service is not working ** URGENT** in Get Support

My service is not working ** URGENT**

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topic Re: My service is not working URGENT in Get Support

My service is not working URGENT

Re: My service is not working URGENT

Re: My service is not working URGENT

Re: My service is not working URGENT

Re: My service is not working URGENT

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Re: My service is not working URGENT

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Re: My service is not working URGENT