topic Re: Service not working for no reason in Get Support

Service not working for no reason

kandace_d09 — Fri, 20 Jan 2023 12:29:24 GMT

My phone is set to reset today and instead it isn’t working unless I’m connected to wifi. There’s more than enough money in my bank for the payment and it has reset my account online and it says I’m active but it isn’t working. And there’s not a single way to contact a human being about why.

Re: Service not working for no reason

Handy1 — Fri, 20 Jan 2023 12:39:52 GMT

@kandace_d09

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Re: Service not working for no reason

esjliv — Fri, 20 Jan 2023 12:41:56 GMT

@kandace_d09 - you say you are due to renew your plan today? Well, you are right, you shouldn't lose service if that is the case.

Can you log into My Account to see if the status says ACTIVE? OR, can you dial 611 to also check the status.

For network issues, try 1 or more of the below to see if that helps:

restart your phone
toggle into and out of airplane mode
perform a Reset of the device's Network Settings
move your sim card to another phone to see if services works

If you have no services, and it is past your renewal, maybe your autopay failed?

Add Funds, manually, to your owing amount or more, through My Account(or by calling 611 if you have a card registered), then select to reactivate/resume services if it does not automatically do so.

If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment.

Or try

Go to “Profile” TAB
Select "Lost or Stolen Phone" TAB
Select "Suspend service" BUTTON
Then, Select Resume/Reactivate Service
Log off your account. Log back in. Reboot your phone.

If this was an Autopay failure, I would let the Customer Support Agents (CSA) know.

Methods to contact the Customer Support Agents (CSA): https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Service not working for no reason

Handy1 — Fri, 20 Jan 2023 12:42:21 GMT

@kandace_d09 Can you try the SIM card in another device to see if the services are working

Re: Service not working for no reason

darlicious — Fri, 20 Jan 2023 12:47:21 GMT

@kandace_d09

What is the make and model of your phone? Did you purchase it brand new? Can you see public mobile at the top left of your screen?

Edit:

If you bought your phone second hand check it here....to be safe.

https://www.devicecheck.ca/check-status-device-canada/