topic Re: no service in Get Support

no service

cmeland — Mon, 06 Mar 2023 15:59:21 GMT

My bill is paid and I have excess funds in the account but its saying suspended for no payment and I cant make or receive calls. help please ?

Re: no service

softech — Mon, 06 Mar 2023 16:00:23 GMT

@cmeland

there was problem with voice calling and receiving for some customers last copule days ago. The issue supposed to have been fixed, but it is possible that it came back for some users.

Please try Refresh All networks and see if it helps

if not, open ticket with PM support

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:

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: no service

hTideGnow — Mon, 06 Mar 2023 16:01:45 GMT

HI @cmeland

the voice problem is affecting some customers right now.

Please come often to the community here for update

and make sure you submit ticket with CS agent

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

Re: no service

cmeland — Mon, 06 Mar 2023 16:08:04 GMT

How do you refresh all networks?

Re: no service

esjliv — Mon, 06 Mar 2023 16:12:29 GMT

@cmeland

Turn off VoLTE if you have a VoLTE enabled phone. If that does not work, connect with contact customer service agent for assistance by methods above.

Perhaps you are affected by this: https://productioncommunity.publicmobile.ca/t5/Announcements/Resolved-Service-Impacts/td-p/955119

Re: no service

Gimli — Mon, 06 Mar 2023 16:16:50 GMT

They are doing something - now my account appears "suspended" instead of active. There is a credit on the account ( taken from my visa) but even if you try to pay with the balance, it says successful but upon refresh - the credit is still there - account still suspended

somebody is in some deep crap today....

Re: no service

hTideGnow — Mon, 06 Mar 2023 16:18:04 GMT

HI @Gimli good news is that they are working on it

When you check My Account, make sure you use Incognito/Private/Secret mode so you see the latest and correct info

Re: no service

Gimli — Mon, 06 Mar 2023 16:22:45 GMT

This is something very different. I think its affecting anyone that had plan renewals over the last 2 days.

Back end is not processing account payments.

Payments are Def. being taken from Credit cards - the $$ is being applied to the accounts - but the $$ is not able to renew the plan. This sounds like an Auto-Pay screw up to me.

Re: no service

Gimli — Mon, 06 Mar 2023 16:23:29 GMT

I suspect anyone that cant make calls - if they log in - will see their account is suspended.

Re: no service

hTideGnow — Mon, 06 Mar 2023 16:24:02 GMT

HI @Gimli Yes, look like those are reported problem today seems to have account renewal date over the last 2 days

Re: no service

Gimli — Mon, 06 Mar 2023 16:25:21 GMT

I am not even going to bother DM a ticket - they know at this point its a much wider problem - just gonna clog things up.

Re: no service

softech — Mon, 06 Mar 2023 16:31:37 GMT

Hi, we have users reporting the service came back up. So, try to reboot your phone and test every 15 mins for an update

I still suggest you to open a ticket with them so your account is under their radar.

Re: no service

Gimli — Mon, 06 Mar 2023 17:39:36 GMT

my accounts i manage are back to functional - no ticket was submitted. Glad PM is being proactive for resolution on this

Outages are such a double edged sword.... now people can get ahold of me again... lol

Re: no service

softech — Mon, 06 Mar 2023 17:50:21 GMT

Thanks @Gimli for the update