topic Re: nightmare in Get Support

nightmare

liane_44 — Thu, 31 Aug 2023 18:48:00 GMT

if you have not yet signed up with public mobile, DONT! i have never had such a horrific experience as i have had with this company. It is not worth it!!!

Re: nightmare

Handy1 — Thu, 31 Aug 2023 18:48:45 GMT

@liane_44 What’s the issue maybe the community can help you

Re: nightmare

liane_44 — Thu, 31 Aug 2023 18:51:44 GMT

my account got dissconnected yesterday because my visa was "expired". it is not expired. i reached out to try and update it or give a different payment method and no one could help me. So i have now tried to go with another company but they cannot access my phone number because public mobile has locked it. i cannot use my phone or even leave this company because i keep getting error messages from public mobile. I am now two days without a phone and 6 hours deep into trying to get help. Its an absolute nightmare. i work in a hospital so not having a phone is not acceptable

Re: nightmare

liane_44 — Thu, 31 Aug 2023 18:52:07 GMT

Re: nightmare

Handy1 — Thu, 31 Aug 2023 18:57:33 GMT

Are you able to log into your account if so you can update credit card info like this

Update credit card info

In your my account go payment tab >manage subscription >manage payment method or use this link

https://myaccount.publicmobile.ca/en/account/my-payment/manage-subscription

Also you can buy payment vouchers and load them *611 to resume services you can also ask support to update the credit card info for you also

send a private message To CS_Agents click

VVVVV Link below VVVVV

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

If you still want to leave PM and keep the phone number the PM account needs to be active . And you can find your account number in the profile page of your account or ask support for it also and port away from PM .

Re: nightmare

dust2dust — Thu, 31 Aug 2023 19:02:37 GMT

Why would you reach out to someone? Are you not able to log in to your account? You can partially check and fully change the card there yourself.

In addition to vouchers and 611, you could use muskbird.com and choose their RTR option and that will go straight into your account. Then the account would reactivate. Then you can take your time to figure out what's going on the credit card.

Re: nightmare

hTideGnow — Thu, 31 Aug 2023 19:03:32 GMT

HI@liane_44

where it says expired? sometimes the system just not able to take money from CC for multiple reasons, not necessary it is expired

you can try to login My Account again and make a manual payment

and yes, to port out the number, you need an active account. Only exception is to port into Koodo or Telus

Re: nightmare

LitlLdy — Thu, 31 Aug 2023 19:07:58 GMT

@liane_44 wrote:
my account got dissconnected yesterday because my visa was "expired". it is not expired. i reached out to try and update it or give a different payment method and no one could help me. So i have now tried to go with another company but they cannot access my phone number because public mobile has locked it. i cannot use my phone or even leave this company because i keep getting error messages from public mobile. I am now two days without a phone and 6 hours deep into trying to get help. Its an absolute nightmare. i work in a hospital so not having a phone is not acceptable

@liane_44 , have you sent a private message to a CS_Agent to ask for help with this? Meaning that you stated it says that your credit card is expired when it isnt & you are not able to get this working maybe theres an issue on your account that they can fix for you. Things do happen unfortunately. 😞 Sorry, I know this is very frustrating!

You can send a private message to a CS_Agent using the link: -> https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Customer Support Agents are available from:

Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox (envelope icon) at the top right of this page to the left of your community avatar on your computer or by clicking on your avatar on your device.

Re: nightmare

liane_44 — Thu, 31 Aug 2023 19:06:12 GMT

when i try and access my account it just says - Start activation, and brings me into a loop of signing in - i cannot access my account despite trying to reset my password

Re: nightmare

hTideGnow — Thu, 31 Aug 2023 19:07:55 GMT

HI @liane_44

it is just the account login problem with Self Server My Account.

Please submit a ticket with CS agent here:

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

Re: nightmare

Handy1 — Thu, 31 Aug 2023 19:09:07 GMT

@liane_44 Have you not signed in over month or two there’s a new ever safe ID that we all have to create for 2FA

Re: nightmare

liane_44 — Thu, 31 Aug 2023 19:14:50 GMT

611 doesnt work and i cannot access my account. i just paid muskbird.com to top up my account 60$. we will see if that works. 60$ to top my account up just to leave. I would honestly pay much much more to leave this company!

Re: nightmare

liane_44 — Thu, 31 Aug 2023 19:24:49 GMT

i did send a private message and i am still waiting. no one has been able to resolve this

Re: nightmare

hTideGnow — Thu, 31 Aug 2023 19:26:15 GMT

HI @liane_44

they can resolve it. Usually agent reply in 2 hours

If waited longer, please message again

Re: nightmare

LitlLdy — Thu, 31 Aug 2023 19:33:36 GMT

@liane_44 wrote:
i did send a private message and i am still waiting. no one has been able to resolve this

@liane_44 , please give them time to respond. It is not instant, they have other Customers before you to help. You may get a quick response or it may take a few hours depending on how busy they are. Sorry 😞 I know it is frustrating.

Edit: I prefer to wait for a response from a message back from a PM CS_Agent instead of with a different company waiting on hold for several hours on the phone then transferred from one Agent to another just to get disconnected 2 hours later & repeat the process again! 😞

Re: nightmare

dust2dust — Thu, 31 Aug 2023 19:31:11 GMT

Did you try 611 after that payment? Are your services working now after that payment? If you have another phone then dial 1-855-4pu-blic and enter your number and tell us what it says. Hopefully it doesn't say invalid or not found or something.
Did you deal with a credit card problem recently?

Re: nightmare

liane_44 — Thu, 31 Aug 2023 19:34:24 GMT

it says- sorry your service has been temporarily suspended- is what they both say. 611 and the number. i try and use my visa and it doesnt work ( my visa is fine and working for everything else) i just paid 70$ on that muskrat and that doesnt seem to have worked either. now i am down 72$ and still nothing

Re: nightmare

liane_44 — Thu, 31 Aug 2023 19:36:28 GMT

i have spend 8 hours now trying to get my phone working. i have visa cards and money to pay but this company is such a mess!!

Re: nightmare

liane_44 — Thu, 31 Aug 2023 19:38:02 GMT

i bought a top up through muskbird.com. the payment has gone through with my visa ( that works for everyone) but still no phone line, still cant make a call still locked out.. now what?

Re: nightmare

dust2dust — Thu, 31 Aug 2023 19:38:53 GMT

Ok good. You're account is still partially alive. Dial the number again and press # and 4 to see if you have a balance. Hopefully your money is there. It saddens me that that didn't reactivate your service. Maybe do a full power off restart of the phone. You would have needed your 4 digit account pin to use the registered card.
So, can you answer if you had recently dealt with a credit card problem?