topic Re: Service disruption? in Get Support

Service disruption?

Gaynor — Sat, 22 Jul 2023 12:20:24 GMT

Is the weather causing service disruptions in eastern Canada? I am trying to make a local call but keep getting a message that I can’t call out bc I don’t have US roaming - I haven’t left the province though!

Re: Service disruption?

softech — Sat, 22 Jul 2023 12:22:17 GMT

@Gaynor

The "US roaming" error recording is likely a wrong recording to your situation. However, with that recording, it usually indicates your account is currently suspended.

Please login My Account once more using Incognito mode and confirm your account status

If status shows Suspended, make a payment to resume service

If it shows Active, try to reboot your phone and click Reset All Networks (Please note that will delete your saved Wifi as well, but you can easily add it back after)

If that still does not work, please message support for further investigation

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

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

Re: Service disruption?

Gaynor — Sat, 22 Jul 2023 12:28:33 GMT

Ok thanks - the plan is active and up to date, so I’ll try the reboot!

Re: Service disruption?

softech — Sat, 22 Jul 2023 12:30:54 GMT

@Gaynor

do you live close to the border? If so, try changing the Network selection from Automatic to Manual and choose Public Mobile

Re: Service disruption?

hTideGnow — Sat, 22 Jul 2023 13:24:03 GMT

HI @Gaynor

did you try a reboot?

and you tried calling with a 1? put a 1 in front of the 10 digits number you are calling

Re: Service disruption?

dust2dust — Sat, 22 Jul 2023 14:54:05 GMT

I seem to think this weird recording can also happen when the other recipient account is suspended. Does the recipient have an active account? Which provider are they with?

Re: Service disruption?

Gaynor — Sat, 22 Jul 2023 15:24:55 GMT

this is a good question - the recipient is also with Public Mobile - I will check that their account is UTD…

Re: Service disruption?

CS_Agent — Sat, 22 Jul 2023 15:36:48 GMT

Hello there!

My name is Leonardo, and I will be delighted to assist you today.

In order to access and secure your account, please send me the phone number and
the 4 digit PIN.
If you forgot it please send me e-mail address, last 4 digit of your credit/debit card
account number and last payment date.

Kindly,
Leonardo CS Agent

Re: Service disruption?

hTideGnow — Sat, 22 Jul 2023 15:43:47 GMT

@Gaynor wrote:
this is a good question - the recipient is also with Public Mobile - I will check that their account is UTD…

Hi @Gaynor

since you know your friend phone number, you can confirm if it is suspended by calling 1-855-4PUBLIC and check for your friend. of course, make sure you friend aware you are helping him to check

And remember, if you are reply CS_Agent, make sure you private message them the information, and not posting here

Re: Service disruption?

Gaynor — Sat, 22 Jul 2023 15:52:35 GMT

Actually this has been resolved, Leonardo - the problem isn’t my phone it is the recipient’s. I’ve let them know to update their account with appropriate funds - thanks.

Re: Service disruption?

CS_Agent — Sat, 22 Jul 2023 15:58:18 GMT

Thank you!

Re: Service disruption?

dust2dust — Sat, 22 Jul 2023 17:32:48 GMT

@CS_Agent- Please refrain from asking customers for their personal details in the open forum. They might think they have to reply in the forum. And we see it from time to time. They absolutely should not. Therefor you shouldn't ask.