topic Account Disabled and No Service in Get Support

Account Disabled and No Service

ramshaansari — Sat, 30 Apr 2022 19:31:24 GMT

Hi there,

Two days ago, my service came to complete stop and I have been unable to login to my online account. Would love to get some help on this !

Re: Account Disabled and No Service

hTideGnow — Sat, 30 Apr 2022 19:34:36 GMT

Hi @ramshaansari if you have no services and cannot login, that is a concern Open ticket with PM CS Agent immediately:

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

first type: Contact CS Agent

Then Click "Contact Us"

and Click "Other"

finally 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: Account Disabled and No Service

Meow — Sat, 30 Apr 2022 19:34:47 GMT

What do you hear when you call 611?

Did you you do any chargeback against PM on your credit card?

What error do you get when trying to log in?

If you cannot log in to your account contact agent for assistance.

Re: Account Disabled and No Service

dust2dust — Sat, 30 Apr 2022 19:34:54 GMT

1. Are you on the $10 plan?

2. Have you recently dealt with any problem credit card charges.

Re: Account Disabled and No Service

JK8 — Sat, 30 Apr 2022 19:35:04 GMT

@ramshaansari

A few more details? When was your renewal date? Are you on auto pay? Can you call 611 from phone to get Account Status? Have you tried Forgot your password link for self service?

Have you tried rebooting, resetting network settings or reinstalling SIM card?

Re: Account Disabled and No Service

ramshaansari — Sat, 30 Apr 2022 19:36:14 GMT

I’m on a $50 plan and the renewal day hasn’t passed yet.

Re: Account Disabled and No Service

Meow — Sat, 30 Apr 2022 19:38:46 GMT

@ramshaansari wrote:
I’m on a $50 plan and the renewal day hasn’t passed yet.

Can you try your SIM in another phone?

Does your phone says it is connected to PM?

Did you try standard remedies: reboot, re-seat SIM, reset network settings...

Re: Account Disabled and No Service

Spudster — Sat, 30 Apr 2022 19:39:09 GMT

@ramshaansari

Before 2 days ago did you have FULL services and were you able to log into your account online?

Was your last top up up more than 90 days ago? After 90 days from the date of last service, one's service and login to self-serve becomes permanently disabled.

Re: Account Disabled and No Service

ramshaansari — Sat, 30 Apr 2022 19:41:00 GMT

Renewal is in May. I am on auto-pay. Called 611, get a message saying “Sorry, we can’t process request. Also tried resetting password, that did not work either. Rebooted and all, still no luck 😕

Re: Account Disabled and No Service

Spudster — Sat, 30 Apr 2022 19:41:31 GMT

@ramshaansari

Check this to be sure your device has not been blacklisted:

https://www.devicecheck.ca/check-status-device-canada/

Re: Account Disabled and No Service

JK8 — Sat, 30 Apr 2022 19:41:26 GMT

@ramshaansari

What does dialing 611 say?

Re: Account Disabled and No Service

ramshaansari — Sat, 30 Apr 2022 19:41:43 GMT

How would I be able to contact an agent. I’ve never done so before.

Thanks!

Re: Account Disabled and No Service

hTideGnow — Sat, 30 Apr 2022 19:42:19 GMT

Hi @ramshaansari, and your service was working yesterday?

Re: Account Disabled and No Service

Meow — Sat, 30 Apr 2022 19:42:25 GMT

@ramshaansari wrote:
Renewal is in May. I am on auto-pay. Called 611, get a message saying “Sorry, we can’t process request. Also tried resetting password, that did not work either. Rebooted and all, still no luck 😕

While you are waiting for further advises, initiate talk with the agent not to waste time:

- 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. It ticketing does not work very fist time do the below.

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

Re: Account Disabled and No Service

Spudster — Sat, 30 Apr 2022 19:43:55 GMT

@ramshaansari

Send a private message to the Customer Support Agent by clicking here

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

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: Account Disabled and No Service

dust2dust — Sat, 30 Apr 2022 19:47:46 GMT

Can you answer if you had recently dealt with any credit card charge problems? Maybe got a new card because of it?

Re: Account Disabled and No Service

JL9 — Sat, 30 Apr 2022 20:01:13 GMT

a private message to CS_Agent may be the easiest way, especially if you can't even determine status of your account with 611 and your plan completely stopped in middle of an active 30 day period.

Re: Account Disabled and No Service

ramshaansari — Sat, 30 Apr 2022 20:31:41 GMT

Was working three days ago, has stopped since then.

Re: Account Disabled and No Service

ramshaansari — Sat, 30 Apr 2022 20:32:53 GMT

No problems with payment and no new card, it just stopped working three days ago. I had no problems before hand.

Re: Account Disabled and No Service

ramshaansari — Sat, 30 Apr 2022 20:33:15 GMT

Will go ahead and do this, thank you !