topic Re: I top up my account and now I can't recieve calls in Get Support

I top up my account and now I can't recieve calls

Mike1995 — Sun, 18 Sep 2022 15:45:40 GMT

I can't recieve calls and when I call someone it shows up as private number, when someone calls me it says 5um1 this phone number is not set for incoming calls blah blah blah

What is going on?

Re: I top up my account and now I can't recieve calls

will13am — Sun, 18 Sep 2022 15:47:39 GMT

@Mike1995 , that code is usually associated with an account error. By chance did you do a plan change on renewal? There is a system bug that seems to have affected those who did plan changes on renewal the past few days. In any event, it looks like you need support to sort things out. Click on the chatbot link at the bottom of the webpage and initiate a support ticket.

Re: I top up my account and now I can't recieve calls

Outdoorsman — Sun, 18 Sep 2022 15:48:37 GMT

@Mike1995 hi unfortunately that has been an issue the last few days

you need the help of a service rep

There are two ways to contact a customer service agent , open a ticket through Simon here https://publicmobile.ca

Or private message them here

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user

Re: I top up my account and now I can't recieve calls

Mike1995 — Sun, 18 Sep 2022 15:49:15 GMT

I seem to be experiencing the same problem as others, yes I have done a change for plan and now this, I have done a ticket thing but apparently my pin was wrong...

Re: I top up my account and now I can't recieve calls

hTideGnow — Sun, 18 Sep 2022 15:58:08 GMT

HI @Mike1995

The 4 digits PIN, you can reset it yourself by going into My Account, go to Profile Page and there is the option to reset PIN

but the quick way to open ticket is to just message CS agent :

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: I top up my account and now I can't recieve calls

michaelzheng — Sun, 18 Sep 2022 16:32:43 GMT

I have the same problem, cannot receive any calls after plan change

Re: I top up my account and now I can't recieve calls

dabr — Sun, 18 Sep 2022 19:37:00 GMT

@michaelzheng Have you submitted a ticket or sent a private message to customer support? They're the only ones who can fix this for you, so use the link provided already if you haven't yet.

Re: I top up my account and now I can't recieve calls

Mike1995 — Sun, 18 Sep 2022 19:53:39 GMT

Yes and still no help

Re: I top up my account and now I can't recieve calls

dabr — Sun, 18 Sep 2022 20:05:58 GMT

@Mike1995 I think customer support is dealing with numerous tickets because of this system glitch affecting plan changes especially and probably haven't been able to respond to yours yet. Hopefully, you'll hear back soon though.

Re: I top up my account and now I can't recieve calls

gpixel — Mon, 19 Sep 2022 04:44:25 GMT

I'm also wondering if this is affecting plan renewals. has anybody renewed recently with this issue?

Re: I top up my account and now I can't recieve calls

softech — Mon, 19 Sep 2022 04:50:06 GMT

@gpixel Basically that affect many, I assume all, who has a plan change scheduled on renewal and the renewal date falls on Friday/Saturday/Sunday

No, reboot won't fix the problem. Ticket is needed for PM to fix manually

Re: I top up my account and now I can't recieve calls

gpixel — Mon, 19 Sep 2022 04:58:36 GMT

@softech

so this also reflects renewals that fall on a Friday, Sat or Sun?

Re: I top up my account and now I can't recieve calls

softech — Mon, 19 Sep 2022 05:01:07 GMT

@gpixel ot looks like Fri and Sat for sure.. Not 100% sure about those falls on Sunday

It sounds like CS agents are either resolving slowly or will only resolve when ticket comes

Re: I top up my account and now I can't recieve calls

Mike1995 — Mon, 19 Sep 2022 07:05:59 GMT

I agree seems to be a common problem so I will have my problem fixed soon just not what I was hoping for since I'm waiting for a call for a surgery