topic Re: Reinstate in Get Support

Reinstate

versysRob1 — Sun, 06 Aug 2023 12:42:00 GMT

My elderly neighbor was with public mobile. Lost his wallet two days ago so cancelled his credit card that was his pre-authorized payment for public. For some reason his public account was cancelled. He lost the phone number he has for years. He is now with another company but had to accept a new number. He has his old public sim card. Is there any way he can come back to public and get his old number back?

Re: Reinstate

HALIMACS — Sat, 05 Aug 2023 22:13:51 GMT

@versysRob1

if he puts the public mobile Sim card back in his device and dial 611, what messaging does he hear?

If his account has been inactive for under 90 days, it can be restored. If it’s been greater than 90 days, it cannot be.

additionally, the number will be lost and irretrievable in that case.

Re: Reinstate

dust2dust — Sat, 05 Aug 2023 22:15:58 GMT

Did the bank do chargebacks of everything on the card?
A thing you can do is using your phone, dial 1-855-4pu-blic and enter his number that he wants back and see what the recording says. It could say it couldn't find the number, or is suspended, or the balance and next renewal date. Hopefully it's either of the latter. I suspect it will.

Re: Reinstate

softech — Sun, 06 Aug 2023 13:18:20 GMT

@versysRob1

he cancelled the card, and did he charge back an PM charges?

If you cann 1.855.4PUBLIC, enter 1 for English and then phone number, can the system locate his account ?

Re: Reinstate

Yummy — Sat, 05 Aug 2023 22:30:59 GMT

Canceling credit card could Not cause canceling of PM services.

UNLESS he asked bank to do chargeback (refund - give me money back) from PM.

Re: Reinstate

versysRob1 — Sun, 06 Aug 2023 12:09:37 GMT

When I put public sim card in his phone and call the 1-855# it does not go through. Message saying phone is not working. With public sim in and I call 611 it immediately goes to a recording of a long message with what sounds like a service rep, but I can only hear questions the rep is asking. Should I call the 1-855# with my properly working phone ?

Re: Reinstate

versysRob1 — Sun, 06 Aug 2023 12:12:42 GMT

With public sim in his phone , I called 611. Got a voice message that sounds like a recording of a service rep asking questions. But I can only hear the questions from rep. No answers. It's a recording of a one sided conversation? Very odd. Should I call the 1-855 # with my phone. Poor old fella really wants his old number back

Re: Reinstate

Dunkman — Sun, 06 Aug 2023 12:41:33 GMT

@versysRob1

Calling 611, you will hear automated messages. It should tell you whether your account is active or suspended. Public mobile does not have live customer service. If you hear a message, that usually means that PM account is still available.

https://www.publicmobile.ca/en/ab/get-help/articles/managing-your-account-with-611

By calling 1855 you will reach 611 system if you enter your neighbours phone number.

https://productioncommunity.publicmobile.ca/t5/Get-Support/611-IVR-Menu-System/m-p/289352

It is likely that his PM account is suspended (not cancelled). Maybe his plan was due for renewal and because the credit card did not work (ie. cancelled), the account is suspended. As long as account is not suspended more than 90 days, he should be able to get the account re-activated. Just needs to pay what is due and the account should re-activate.

Re: Reinstate

dust2dust — Sun, 06 Aug 2023 14:00:09 GMT

Yes, it was my suggestion to call that toll free from your phone. You will get one of three recordings. 1. you will hear a future renewal date and the balance which means the account is active, 2. it will say something about being suspended and it will want money to restart, 3. it will say it can't find the account which means the account is dead.
Dialing 611 having the Public sim in a phone will get the same recordings. I didn't know you had easy access to the sim and a phone.

But we still need to know if the bank did chargebacks ie. refunded the purchases made on the card and that action might have included the last charge from here.