topic LiveChat in Get Support

LiveChat

H_Rogers99 — Sun, 06 Nov 2022 14:45:38 GMT

Hi there, just wondering if Public Mobile Live Chat is open still on Sundays? I requested a chat about 30 minutes ago and haven’t heard anything yet. I’m not receiving any texts and my texts won’t send and I’m looking to figure out why. I’ve rebooted my phone, checked my account status, done everything suggested to do.

Re: LiveChat

HALIMACS — Sun, 06 Nov 2022 14:52:10 GMT

@H_Rogers99

Live Chat is limited to activation assistance.

Do your calling features work? Also, check to see that your text messages are not being sent through RCS services such as iMessage or chat.

Try resetting your network connections and toggling airplane mode on/off.

You could also try your Public Mobile SIM card in another device to see if the services work. Conversely, try someone else's SIM card in your device to see if all calling and texting features work.

Re: LiveChat

H_Rogers99 — Sun, 06 Nov 2022 15:01:05 GMT

No my calling isn’t working and I’ve tried all of what you suggested. It was working fine all weekend and just stopped working today

Re: LiveChat

HALIMACS — Sun, 06 Nov 2022 15:03:51 GMT

@H_Rogers99

What happens when you call *611? Don't worry, you can still access this self-serve feature with a suspended account.

Re: LiveChat

softech — Sun, 06 Nov 2022 15:05:39 GMT

@H_Rogers99 you said calling not working, and not text, does mobile data works?

What is it showing on phone status bar on top? No Network? SIM not provisioned? No SIM card?

did you login to My Account and confirmed the account status is active?

do you have a spare phone around to text the PM sim card there?

or you have another active sim card to test this phone?

Re: LiveChat

H_Rogers99 — Sun, 06 Nov 2022 15:06:09 GMT

When I call it tells me what day my next auto payment comes out. Under My Account it shows that my account is active

Re: LiveChat

H_Rogers99 — Sun, 06 Nov 2022 15:08:25 GMT

Text and call won’t work, but data is still working. It shows that I have 1 bar but since joking Public Mobile I’ve only had 1 bar and I haven’t had an issue all weekend with it.

Yes I logged in and my account is still active.

Re: LiveChat

softech — Sun, 06 Nov 2022 15:10:05 GMT

@H_Rogers99 Try to reseat your sim card (power off, take sim card out for a minute, then put it back and power up)

But it could also be a local network issue, if possible, test it in other area as well

Re: LiveChat

HALIMACS — Sun, 06 Nov 2022 15:10:47 GMT

@H_Rogers99

Definitely try swapping SIM cards from another device into your device and your Public Mobile SIM card into another device.

This troubleshooting will determine whether it is a device or a SIM card issue.

Re: LiveChat

H_Rogers99 — Sun, 06 Nov 2022 15:21:21 GMT

I just tried this, texting and calling still not working

Re: LiveChat

Dunkman — Sun, 06 Nov 2022 15:30:26 GMT

@H_Rogers99

Did you plan just renew or change in the last 1-2 days? Some customers were having issues after plan change since yesterday. Not sure if you are in a similar situation.

Re: LiveChat

hairbag1 — Sun, 06 Nov 2022 15:33:00 GMT

What general area of Canada are you located...just wondering if there's a local Telus outage in your area.

Re: LiveChat

Meow — Sun, 06 Nov 2022 15:40:07 GMT

I am not aware of live chat support from PM regarding any issues customers might have. Only pre-purchase or activation is covered by chat. Everything else is resolved in Community or through personal mail with agent.

Re: LiveChat

computergeek541 — Sun, 06 Nov 2022 22:36:26 GMT

@Meow wrote:
I am not aware of live chat support from PM regarding any issues customers might have. Only pre-purchase or activation is covered by chat. Everything else is resolved in Community or through personal mail with agent.

Live chat is something that Public Mobile has been experimenting with for existing customers in some situations.