topic Re: 5um1 in Get Support

5um1

whocares3 — Sun, 18 Sep 2022 15:02:13 GMT

It has been 2 days since I paid for a pre paid plan. I am unable to get incoming calls. When someone calls my number, I get a 5um1 error. How do I get a refund?

Re: 5um1

dust2dust — Sun, 18 Sep 2022 15:03:50 GMT

Did you possibly change your plan for that payment? Or did you just sign up and tried to transfer your number in?

Re: 5um1

hTideGnow — Sun, 18 Sep 2022 15:10:21 GMT

HI @whocares3

You joined 2 days ago? or you joined long time and just renewed 2 days ago?

If you login to My Account, is it showing Active for your account status?

Can you make outbound calls?

Is data working?

did you try reboot your phone? did you try to reseat your sim card?

What kind of phone you have? iPhone? Android? make and model?

Re: 5um1

will13am — Sun, 18 Sep 2022 15:25:44 GMT

@whocares3 , this code is usually associated with a line that is not properly set up? Before seeking a refund, consider asking a CSA to correct the issue. Either way you are going to be in touch with the same people. Anyway, click on the chatbot link at the bottom of the web page and initiate a support ticket.

Re: 5um1

whocares3 — Sun, 18 Sep 2022 15:28:03 GMT

renewed 2 days ago,

status is active

I can make outbound calls, data is not working, incoming calls don't work.

I rebooted my phone , it is an android.

Re: 5um1

whocares3 — Sun, 18 Sep 2022 15:29:21 GMT

yes I changed my plan for that payment

Re: 5um1

hTideGnow — Sun, 18 Sep 2022 15:32:31 GMT

@whocares3 wrote:
yes I changed my plan for that payment

HI @whocares3 there has been some problem with plan change on renewal on the last couple days. Maybe that affected you as well.

PM CS agents have fixed the issue for those who opened ticket with them. Please open your ticket with them:

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: 5um1

whocares3 — Sun, 18 Sep 2022 15:48:42 GMT

yeah, I already submitted a ticket. This is so complicated, this whole system sucks. probably last month I am using this service.