topic Re: Account Renewal Failure in Get Support

Account Renewal Failure

Keegomx — Sat, 17 Sep 2022 14:54:37 GMT

Both of our IPhone will not connect to the public mobile network. We have used them for years without problem.

we have attempted all the suggested steps in the community and have had a trouble ticket in since yesterday, with no response.
Both our accounts show active. We have credit on both accounts. In both messages and FaceTime all available (emails) show connected but not the phone.
TIA

Re: Account Renewal Failure

softech — Sat, 17 Sep 2022 14:57:03 GMT

@Keegomx did you schedule a plan change for this renewal?

There has been problem with plan change on renewal days for those who were supposed to renew and change plan yesterday. I wonder if you are one of them.

and yes, unfortunately, PM has been very busy with this "glitch of the week" and look like the response to ticket is a lot slower.

Pease message them again for update

Re: Account Renewal Failure

JK8 — Sat, 17 Sep 2022 14:58:04 GMT

@Keegomx

Have you looked to see if there are outages?

https://www.telus.com/en/qc/outages

Re: Account Renewal Failure

computergeek541 — Sat, 17 Sep 2022 15:00:08 GMT

Does this happen everywhere? There could be an isolated network problem in the area. This is going to sound obvious, but if you have already done this, try restarting your devices. Unfortunately, for an account related issue, only a customer support agent could be of help.

Re: Account Renewal Failure

Keegomx — Sat, 17 Sep 2022 15:00:01 GMT

Thanks for the response! No outages in our area and, YES to a scheduled account change on BOTH accounts! We have been travelling so had increased the data for our travels and scheduled it to roll back to our normal limits.
Cheers

Re: Account Renewal Failure

Keegomx — Sat, 17 Sep 2022 15:02:29 GMT

Yes, many restarts with both the SIM card on and removed. Did a full restore to factory on one phone (frustrating) and no change. Thx

Re: Account Renewal Failure

Keegomx — Sat, 17 Sep 2022 15:04:31 GMT

Sorry yes happens everywhere. It must be more than a coincidence that it happened on both phones and accounts on the renewal dates one day apart!

Re: Account Renewal Failure

dust2dust — Sat, 17 Sep 2022 15:06:03 GMT

This is another stupid problem the company has made up for itself. It's been a problem for a few days now. The only fix is to contact the support people. But that seems to be backlogged.

Re: Account Renewal Failure

Keegomx — Sat, 17 Sep 2022 15:07:13 GMT

Sorry to ask the obvious, but how do I message them. I have only been able to send in a support ticket which so far gets no response. Thx

Re: Account Renewal Failure

montrealrob — Sat, 17 Sep 2022 15:11:43 GMT

Me 2. So I'm not alone. My phone is iPhone SE first generation. I'm in Ottawa now. My wife use iPhone 13 and it works fine. So I guess it's related to hardware as well. Both are $25 Public Mobile plan. And we're both more than 2 years users. Works fine until yesterday.

Also both paid this month already. Next billing for both are next month.

Her works (ip13 pro , call/text/data ) and my data doesn't (iphone SE first generation). Call and text works. My DATA STOP WORKING.

Re: Account Renewal Failure

montrealrob — Sat, 17 Sep 2022 15:13:13 GMT

@dust2dust wrote:
This is another stupid problem the company has made up for itself. It's been a problem for a few days now. The only fix is to contact the support people. But that seems to be backlogged.

Did they fix the data problem after you opened a ticket? Thanks.

Re: Account Renewal Failure

dust2dust — Sat, 17 Sep 2022 15:15:47 GMT

@montrealrob- I'm not having the problem. This current problem seems to be from doing a plan change. Did you do a plan change?

Re: Account Renewal Failure

Keegomx — Sat, 17 Sep 2022 15:16:05 GMT

No response to the ticket Rob

Re: Account Renewal Failure

montrealrob — Sat, 17 Sep 2022 15:22:15 GMT

@dust2dust wrote:
@montrealrob- I'm not having the problem. This current problem seems to be from doing a plan change. Did you do a plan change?

No , didn't do any change. It suddenly stop working in new billing cycle. You can see I use a iphone SE, so I've been with PM for a while. 🤣

Re: Account Renewal Failure

dust2dust — Sat, 17 Sep 2022 15:25:28 GMT

@montrealrob- Then you're having a different problem from this topic. Maybe you ran out of data. Login and click the little spinner refresh icons lower down or use private mode to see your usage.

Re: Account Renewal Failure

montrealrob — Sat, 17 Sep 2022 15:30:42 GMT

@dust2dust wrote:
@montrealrob- Then you're having a different problem from this topic. Maybe you ran out of data. Login and click the little spinner refresh icons lower down or use private mode to see your usage.

Yes you're right. Maybe I should open a new topic.

I just pulled out SIM and put in a Umidigi android phone ,it didn't work either. Then I put in my other old Huawei Mate 10 android phone phone, it works. So it's the problem of PM did recently and probably caused old phone (iphone SE 1st gen) and non-main stream phone (Umidigi) didn't work ?

Weird thing is call and text works fine. Probably it happened earlier than yesterday and I didn't notice it.

Re: Account Renewal Failure

Keegomx — Sat, 17 Sep 2022 15:37:39 GMT

@softech Sorry for the repeat question, I’m old and just learning this support system. Is there a way to PM support other than the support ticket that I have sent in? Thx

Re: Account Renewal Failure

dust2dust — Sat, 17 Sep 2022 15:41:31 GMT

There is the chatbot ticket method and there is the private message method. Click the envelope upper right next to your redish avatar and click the little pencil on paper icon and then type cs_agent in the to and then whatever subject and then the body. It's a lot like email, but it isn't. As you type cs_agent it will pop with that name and you can select it.

Re: Account Renewal Failure

Keegomx — Sat, 17 Sep 2022 15:43:26 GMT

Thx!

Re: Account Renewal Failure

montrealrob — Sat, 17 Sep 2022 15:45:07 GMT

@Keegomx wrote:
@softech Sorry for the repeat question, I’m old and just learning this support system. Is there a way to PM support other than the support ticket that I have sent in? Thx

Just PM to CS_Agent, I belive it's same thing.

Or click this link OR use URL here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437