topic Re: Service in Get Support

Payment

Taloyoak — Sat, 30 Apr 2022 01:21:59 GMT

The money is in my balance, but my phone is shut off, and it's saying 0 in balance owing

Re: Payment

JK8 — Sat, 30 Apr 2022 01:25:24 GMT

If you have enough money in Available Funds in self service but none of your phone service are working try this:

In self service choose lost/stolen. Suspend your service and then log out. Log back in after 1 minute and resume your service. Is the status Active? If yes log out and reboot your phone.

You can also try resetting network settings, rebooting phone, reinstalling sim.

Re: Payment

softech — Sat, 30 Apr 2022 01:26:37 GMT

@Taloyoak What is the exact account status showing on My Account? Can you send us a screenshot showing Account status, Available Fund like this:

https://selfserve.publicmobile.ca/Overview/

Re: Payment

esjliv — Sat, 30 Apr 2022 01:30:44 GMT

@Taloyoak wrote:
The money is in my balance, but my phone is shut off, and it's saying 0 in balance owing

@Taloyoak - phone is shut off, meaning none of your services (calling/texting/data) are working right now?

OR, are you seeing expired or suspended messages, but all your services are working? If this is the case, is your plan renewing tomorrow? Then, these messages appear on your account the evening before and the morning of your renewal for everyone. All should renew as planned if you have autopay registered.

If your account is suspended. Try adding $1 as a manual top up payment to your account. Can you then activate it?

If your account status is ACTIVE, but no services, try restarting your phone, or removing your sim card then reinserting it.

You can also try performing a reset of your network settings if your account status is active but you are having network issues.

Are you an existing customer or did you recently activate?

Re: Payment

BKNS27 — Sat, 30 Apr 2022 02:43:37 GMT

@Taloyoak

Could we get more details of what you mean by your phone is shut off?

Do you mean that your phone doesn’t turn on?

Are you not having service?

Re: Payment

JL9 — Sat, 30 Apr 2022 03:52:21 GMT

I need to get me one of those $5 plans!!🤑

Service

Taloyoak — Sat, 30 Apr 2022 07:16:20 GMT

What's up with the service here, I am not activated, money's in my balance

Re: Service

darlicious — Sat, 30 Apr 2022 07:20:57 GMT

@Taloyoak

When was your renewal? What plan are you on? Does your available funds equal or exceed your plan amount?

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

Re: Service

Spudster — Sat, 30 Apr 2022 11:50:18 GMT

Details are golden, @Taloyoak

We need more.

When you say you're "not activated", presume that means you've just tried to activate?

If so, try:

rebooting device
resetting network connections
toggling airplane mode on/off
try the SIM in another device to see if you have service (this will negate the device as the issue)

Then you also write there's "money's in my balance".

If you were without service and you placed money on your account, is there a REACTIVATE or RESUME button on self-serve that you can tap? It's possible that's all that's needed if you have enough of an Available Funds to cover the plan amount.

If that doesn't work, try manually adding $1 by selecting "other" payment type, then tap either button to reactivate.

If that doesn't work, try placing your account in Lost/Stolen mode, log off self-serve, log back in and remove that designation, then reboot your device.

One of the above should get you going - let us know, if you would.

Re: Service

darlicious — Sat, 30 Apr 2022 14:49:46 GMT

@Taloyoak

Do you have the $10 plan?

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

Re: Service

JL9 — Sat, 30 Apr 2022 15:34:24 GMT

New customer? Long time customer? some more details will definitely go a long way to quickly get this resolved

Re: Service

hTideGnow — Sun, 01 May 2022 14:35:30 GMT

HI @Taloyoak is your phone working now? you posted twice with different threads earlier. Want to check if you are all good now