topic Phone service is dead in Get Support

Phone service is dead

Kitkat3 — Fri, 04 Nov 2022 13:05:56 GMT

@CS_Agent

Need help. Phone service is dead. Can't log in. Can't verify payments

Re: Phone service is dead

softech — Fri, 04 Nov 2022 13:09:08 GMT

@Kitkat3

My Account could be down at the moment, you probably cannot check My Account for account status

can you call *611 and enter your phone number and see what it says about your account status?

If it says Suspended, try to make a manual payment there if you know your 4 digits code. If you don't know your 4 digits code, you will have to open ticket with PM by messaging them:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: Phone service is dead

Kitkat3 — Fri, 04 Nov 2022 13:11:04 GMT

Let me try! Thanks.

Re: Phone service is dead

darlicious — Fri, 04 Nov 2022 13:39:46 GMT

@Kitkat3

Purchasing a pm voucher and adding via 611 does not require your 4 digit account pin # and may be the quickest way to reactivate your account.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-How-to-use-a-Voucher/td-p/846594

Re: Phone service is dead

Kitkat3 — Sun, 20 Nov 2022 19:30:06 GMT

I am still locked out of My Account. Cannot rest password either

Re: Phone service is dead

dabr — Sun, 20 Nov 2022 20:14:03 GMT

@Kitkat3 Are you using incognito or private mode to login, or even another browser? Clearing cache/cookies is important between logins as PM's self serve has been having ongoing caching issues for the last few months.

Also did you purchase a voucher as already suggested to reactivate your account?

You can send another private message using the links already provided earlier to reset your password for account access.

Or you can try submitting a ticket via chatbot here: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Phone service is dead

softech — Sun, 20 Nov 2022 20:16:41 GMT

@Kitkat3 My account won't lock your id any more

So, when you last have your service ?

If you call *611 on your phone, what message you got?

Re: Phone service is dead

Kitkat3 — Mon, 21 Nov 2022 23:39:09 GMT

All is good now. Had the CS Agent reset the password.ibwas unsuccessful in trying to do it myself. Bit so it's good now!