topic Re: no service in Get Support

no service

the_dbm — Fri, 29 Jul 2022 14:49:17 GMT

so, ive had this phone and sim for a few years now. Bill payment just came off the card on july 17th. 2 days ago, i lost all service. tried all the things, airplane mode, reset network, sim card in different phone,all that... with no luck. i cant log into my account, as ive either forgotten my password, or it wont accept it. i cant change my password either, i can get to the stage where i enter new password and retype new password, but i always get the same .. error changing password. please try again later.. message. i dont know what to do now. i was thinking about going to get a new sim card, but id likely need to be able to sign into my account to use new sim with same number. anyone have any suggestions? thanks

Re: no service

BKNS27 — Fri, 29 Jul 2022 14:55:08 GMT

@the_dbm

You don’t need to purchase a new SIM.

Contact as CS_Agent to help you access your account and see if it is Active. They can also check if it is a backend issue with your SIM.

Re: no service

MrSpock — Fri, 29 Jul 2022 14:56:31 GMT

@the_dbm If you tried all that you can open a ticket, to speak to a customer service agent Click here or if you are having issues with Simon you can send private message to a CS Agent here: https://bit.ly/2GGCJzH

Re: no service

Yummy — Fri, 29 Jul 2022 14:58:07 GMT

Try different browser or incognito mode or clear cache to access your account.

You do not need new SIM!

Confirm it is active.

Confirm $ is taken from credit card.

If all is good and you still have no service ask agent to help you out.

To contact CSA-agent, there are 2 methods:

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

If ticketing does not work very first time, contact agent directly.

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

Watch for envelope in top right corner. It will show Number of unread emails.

Re: no service

hTideGnow — Fri, 29 Jul 2022 15:01:29 GMT

HI @the_dbm for the password change, you can try to use Incognito mode or a different browser to try again

For the service, did you loss service 2 days ago after renewal? or it works for 2 days after the renewal and just lost service today?

Since it did not work on another phone too, it is either the network or the phone. You can try the phone in another area and that can confirm if it is network

But, in the mean time, open ticket with PM CS agent. If they say it is sim card, ask if they can reimburse you the cost

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then 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 CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: no service

the_dbm — Fri, 29 Jul 2022 15:18:23 GMT

thankyou, just sent them a message.

Re: no service

the_dbm — Fri, 29 Jul 2022 15:20:34 GMT

thankyou, i sent them a message. will try password reset in different browser in the meantime

Re: no service

the_dbm — Fri, 29 Jul 2022 15:27:27 GMT

thankyou, ive had to send them a message. i cant submit a ticket, as i cant log into my account. ive tried changing password in different browser, and still get the same "try again later" error message. ill wait and see what they say. thanks again

Re: no service

Tishie1 — Wed, 03 Aug 2022 03:21:52 GMT

My phone did this same thing today!! When I looked on "about phone" in settings it had the wrong number somehow. The moderator switched it to the right number and it works now! Do you have the correct number listed in settings?