topic Re: Phone is not working after making payment in Get Support

Phone is not working after making payment

Meghan1 — Wed, 10 May 2023 15:40:06 GMT

I have done everything including resetting the phone and it still does not work, $2.00 credit on my account, public mobile website says phone is activated. This phone needs to work, please help!

Re: Phone is not working after making payment

softech — Wed, 10 May 2023 15:42:25 GMT

@Meghan1 can you login My Account using Incognito mode once more and confirm if the account status is Active?

Also, check Payment history to confirm if it renewed successfully after your payment

Re: Phone is not working after making payment

hairbag1 — Wed, 10 May 2023 15:47:00 GMT

@Meghan1

dial 611 to hear account status.

Have you try restarting phone ?

Re: Phone is not working after making payment

Meghan1 — Wed, 10 May 2023 15:54:43 GMT

Not sure how to sign in using incognito mode. Payment was successful and I now have a $4.00 credit. And yes, the account says active.

Re: Phone is not working after making payment

softech — Wed, 10 May 2023 15:56:20 GMT

@Meghan1 if Payment history confirmed the payment, it should be ok (as in you did everything correctly)

Last day or two, there have been some issue with re-activation, maybe you are one of those, too. Please submit a ticket with PM support using direct message:

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 is not working after making payment

Meghan1 — Wed, 10 May 2023 15:58:50 GMT

I have tried everything except removing the Sim card. This is actually my sisters phone who lives on the side of the country from me, she has Downs Syndrome so I am trying to assist from a-far. I got her this phone for safety reasons so a bit difficult to do certain things! Worked just fine until my credit card expired which I totally forgot about so made paid payment on time right away, phone has not worked since, so for the last 4 days. Even reset the Network settings, still nothing.

Re: Phone is not working after making payment

esjliv — Wed, 10 May 2023 16:02:41 GMT

@Meghan1 - are you new to public mobile or have you been a customer for some time? Did you recently get a new phone?

Try 1 or more of the below:

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 the SIM Card DOES NOT Work in another phone, then submit a ticket to customer support (CSA)

Re: Phone is not working after making payment

Meghan1 — Wed, 10 May 2023 16:19:19 GMT

No, been on public mobile for a cpl of years now, no new phone. I have someone trying to assist my sister with the sim card (she is intellectually disabled) but have also opened a ticket. Thanks for all the help, much appreciated!