topic Re: Service on hold in Get Support

Service on hold

Bibio22 — Fri, 17 Nov 2023 21:04:13 GMT

Hi I received a text saying that my account has been placed on hold due to an unresolved issue with your payment. “To resume your services, simply log in to the Public Mobile app or My Account online at https://selfserve.publicmobile.ca and update your payment details”

well I did fix the payment but my service isn’t working and still been a whole day, I’ve tried restarting my network settings and my phone but nothing seems to be working. On my account it seems normal and hasn’t said anything and I haven’t received any confirmation text from public mobile

any help would be great!

Re: Service on hold

BKNS27 — Fri, 17 Nov 2023 21:06:42 GMT

@Bibio22

Did you try rebooting your phone by powering off then back on?

This should take care of the issue but if it doesn’t then private message a CS_Agent to investigate at:

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

Re: Service on hold

kb_mv — Fri, 17 Nov 2023 21:06:56 GMT

@Bibio22 When you updated your payment info did you then manually make a payment / reactivate your subscription? If you did and still nothing, contact customer service at the link below:

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

Re: Service on hold

Bibio22 — Fri, 17 Nov 2023 21:23:27 GMT

When I updated the payment info it automatically said that “you are subscribed” I did not make a manual payment because I requested for the system to automatically take the payment long time ago so I’m assuming it should be working now but it’s not.

Re: Service on hold

kb_mv — Fri, 17 Nov 2023 21:30:56 GMT

@Bibio22 Have a look at the payments tab in your account. If you don't see a new payment after you updated the card you will have to manually make one.