topic Re: Cell Phone in Get Support

Cell Phone

Stu4577 — Mon, 23 May 2022 14:31:50 GMT

Trying to find out why my cell was shut off . My wife uses it when she is at the hospital having her chemo treatments . I will put the charges on another credit card if necessary. Thank You

Re: Cell Phone

esjliv — Mon, 23 May 2022 14:38:13 GMT

@Stu4577 - what more can you provide for more direct suggestions...?

First, does it show ACTIVE in your self serve account?

If Active, try:

restart your phone
toggle into and out of airplane mode
remove the SIM card and try it into another phone to see it if works
Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/
perform a Reset of the device's Network Settings
Check for outages in your area:
https://www.telus.com/en/on/outages
https://istheservicedowncanada.com/status/telus
https://downdetector.ca/status/telus/map/

If it is Suspended status, you will need to make a manual payment

If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment.

Or try

Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Log off your account. Log back in. Reboot your phone.

If still issues reactivating the plan, ask CSA for assistance.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Cell Phone

darlicious — Mon, 23 May 2022 14:46:04 GMT

@Stu4577

Was your renewal last night? Log in to check your account status or call 611 from your phone. If you suffered an auto pay failure you will need to make a top up payment. Check to make sure your card has not expired and either top up via 611 with your 4 digit account pin # or login to your self serve account and go to the payment page. Choose other amount and top up the difference between your available funds and your plan amount. Confirm and submit your payment. Your plan should automatically reactivate. Log out and reboot.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.

Re: Cell Phone

JL9 — Mon, 23 May 2022 15:46:37 GMT

Most likely an autopay failure, going forward (once you sort this one out) You can manually add the funds prior to a renewal so that you avoid this in the future

Re: Cell Phone

Stu4577 — Sun, 12 Jun 2022 20:42:00 GMT

I am going to change my Credit card to T.D VISA #xxxxxxxx . Ihope this solves the problem.

Re: Cell Phone

softech — Sun, 12 Jun 2022 15:48:06 GMT

@Stu4577 please update your post and remove the Visa # , we are just customer here

Go to your post, top left down arrow click Edit Reply and remove the number

To update the credit card, if you have access to My Account, you can do it yourself. Go to Payment page, manage my card and click Replace this credit card.

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

Once new card is entered, you need to make a manual payment. Go back to Payment page, click One time payment

if you do not have access to My Account, open a ticket with PM Support by direct message and they can update it for you:

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: Cell Phone

hTideGnow — Sun, 12 Jun 2022 16:12:45 GMT

HI @Stu4577 You can also go to a store (Shoppers Drug Mart, 7/11, Shell, Loblaws) and get a voucher. Then use *611 to load the voucher into the account and reactivate the service that way

Re: Cell Phone

CountyDownIeUk — Sun, 12 Jun 2022 16:32:14 GMT

@Stu4577

Remove your card number. Call TD and put a stop on it and ask for a new number. This is a Public forum and you have just displayed your card number, worldwide.

Re: Cell Phone

hTideGnow — Sun, 12 Jun 2022 16:37:00 GMT

HI @CountyDownIeUk while your suggestion is good, I do not think OP needs to get to a point that needs to stop the card yet. Credit card number can easily generated by card generator program anyway. Luckily OP didn't disclose name or address or expiry. Still relatively safe at the moment

Re: Cell Phone

darlicious — Sun, 12 Jun 2022 17:23:31 GMT

@Stu4577

You should probably edit your entire post unless a CSA or an oracle gets to it first. At the very least put a watch on your credit card for unusual activity. If you do cancel it have your bank send your new card to your branch. You can pick it up in 3 business days rather than 7 to 10 business days with Canada Post.

Re: Cell Phone

darlicious — Sun, 12 Jun 2022 18:11:43 GMT

@softech

9 minutes not bad....since you are usually first on the scene after asking the OP to edit if the info is very sensitive make a judgement call and just report the post so public exposure is limited.

Re: Cell Phone

softech — Sun, 12 Jun 2022 18:21:34 GMT

@darlicious great idea to just report the post.

Today is a quiet day , everyone slept in. The post was here 2+ hours and no Oracle or CS Agent awares..

Thanks @darlicious

Re: Cell Phone

CountyDownIeUk — Sun, 12 Jun 2022 18:21:54 GMT

@hTideGnow wrote:
HI @CountyDownIeUk while your suggestion is good, I do not think OP needs to get to a point that needs to stop the card yet. Credit card number can easily generated by card generator program anyway. Luckily OP didn't disclose name or address or expiry. Still relatively safe at the moment

So true. I hope @Stu4577 is more diligent in the future and past. Needs to be more cautious