topic Re: Phone not working in Get Support

Phone not working

BigO — Sat, 25 Jun 2022 09:45:21 GMT

My phone account was suspended for a month for non-payment. Made credit card payment yesterday. Phone is still not working. When I tried to sign up for reward it said, my email and phone number do not match?

Could my phone number have changed?

Re: Phone not working

HALIMACS — Sat, 25 Jun 2022 11:27:58 GMT

@BigO

I can't imagine your phone number changed - to test this, try calling your number from another phone to see if it still goes to your voicemail.

After you made payment, did you tap "resume" service under the self-serve account? Also, ensure the payment went through by checking under the payment card transactions.

Try logging into your self serve account to see what is listed as the status of the account. While there, also check the "View Payment History" section in self-serve to ensure the payment was applied to the account.

If account status is listed as "Active", reboot your device and reset network connections to see if that helps.

Re: Phone not working

softech — Sat, 25 Jun 2022 11:38:05 GMT

@BigO wrote:
My phone account was suspended for a month for non-payment. Made credit card payment yesterday. Phone is still not working. When I tried to sign up for reward it said, my email and phone number do not match?
Could my phone number have changed?

@BigO How did you make the payment ? Via My Account or via *611?

Try one more reboot of the phone and see if it works

If not, Login to My Account and check if the account status still showing Suspended. And check if the money you paid is sitting as Available Fund. If so, you can try to make an extra $1 payment, this should trigger the account to reactivate

For My Rewards, there is no sign up needed. My Rewards site takes the same login as My Account. I assume you already have My Account access, so just use the same email address and password you used on My Account to login to My Reward

Re: Phone not working

esjliv — Sat, 25 Jun 2022 12:55:14 GMT

@BigO

Have you registered for a Self Serve/My Rewards account yet?

If not, you can here https://selfserve.publicmobile.ca/self-registration/

But if you are in suspended status, you will need to be in Active status to register for one.

Do you have a card registered to your account? If so, call 611 to make a payment or obtain vouchers to get your account active: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Re: Phone not working

BKNS27 — Sat, 25 Jun 2022 14:59:42 GMT

@BigO

As noted by @esjliv, did you register an account?

Complete the registration then reboot your phone by powering off the phone then back on.