topic Re: renewel in Get Support

renewel

leoncote — Sun, 31 Jul 2022 21:32:16 GMT

hi! i paid my bill and i have no service

Re: renewel

hTideGnow — Sun, 31 Jul 2022 21:36:37 GMT

HI @leoncote did you try to reboot the phone once?

and How did you pay your bill? If pay by voucher on *611, it might take 10 or 15 mins to reactivate from Suspension

Can you login to My Account and confirm the account status?

how about Available Fund? Any amount there?

Check Payment History and see if it shows you load the fund and it show tell you if the money is applied towards reactivation

Re: renewel

Timer — Sun, 31 Jul 2022 21:39:05 GMT

@leoncote

Check the status of service outages

Re: renewel

JL9 — Sun, 31 Jul 2022 21:51:20 GMT

If you are still having issues and no service at all, Can you post a screenshot of your self serve and current plan status as well as transaction history

Re: renewel

esjliv — Sun, 31 Jul 2022 22:17:29 GMT

@leoncote - what does the status of your account say in self serve or when you dial 611?

If 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 status says Active, in addition to above suggestions, try:

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*perform a reset network settings on your device

*try your SIM card into another compatible phone...this could rule out a device issue/setting.

*manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) see if services improve

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

edit:

If issues persist, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

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

Re: renewel

meko100 — Tue, 02 Aug 2022 12:45:31 GMT

The $1 top up worked for me!

Re: renewel

leoncote — Wed, 03 Aug 2022 19:28:48 GMT

i paid my bill twice by mistake.