topic Re: Monthly bills paid but number not in service in Get Support

Monthly bills paid but number not in service

MeriBaba — Mon, 27 Nov 2023 23:26:38 GMT

My father switched to public mobile and shortly after went outside Canada for a few months. His account had autopay on, so there were payments charged from his bank account every month. But after he returned, his phone number is not in service. When he tries to log in to his public mobile account, a text message is sent to an unknown number (last 3 digits are seen).

How to resolve this issue and get the number working again?

Re: Monthly bills paid but number not in service

Teo0321 — Mon, 27 Nov 2023 23:35:33 GMT

Hello @MeriBaba ,

I'm sorry to hear about the issue your father is facing. To resolve this, it's crucial to contact Public Mobile's customer support directly. Please submit a ticket to a customer support agent using this link: CS Ticket Submission. Explain the situation, including the account being inactive despite autopay and the difficulty in accessing the account due to the unknown number issue. They should guide you on the steps to reactivate the number and address any account-related concerns.

Also, make sure you aren't part of a SIM-swap scam, read here: https://www.publicmobile.ca/en/qc/get-help/articles/sim-swap-fraud

Best regards!

Re: Monthly bills paid but number not in service

Chalupa_Batman — Mon, 27 Nov 2023 23:28:49 GMT

Hi @MeriBaba

You will have to reach out to a CS Agent for help. Here's the link

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

Re: Monthly bills paid but number not in service

Handy1 — Mon, 27 Nov 2023 23:29:42 GMT

@MeriBaba If it’s been suspended more then 90 days or 120 days since last payment the account is likely closed. When was the last payment made . Otherwise you could get payment vouchers and load and resume services *611 but to contact support here’s a direct link to them

send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Monthly bills paid but number not in service

computergeek541 — Mon, 27 Nov 2023 23:29:57 GMT

@MeriBaba wrote:
My father switched to public mobile and shortly after went outside Canada for a few months. His account had autopay on, so there were payments charged from his bank account every month. But after he returned, his phone number is not in service. When he tries to log in to his public mobile account, a text message is sent to an unknown number (last 3 digits are seen).
How to resolve this issue and get the number working again?

To access the account, click on the button that says that the code wasn't received. There's an option to send the code to an e-mail address. The number shown there could be of a phone number that your father was previously using. Unfunately, the phone number for the Eversafe login system needs to be manually updated.

Re: Monthly bills paid but number not in service

MeriBaba — Mon, 27 Nov 2023 23:35:55 GMT

Thanks for your reply. I am now trying on his behalf, and I don't see the option to send the code to an email address. I only see:

Re: Monthly bills paid but number not in service

MeriBaba — Mon, 27 Nov 2023 23:36:26 GMT

Thank you. Sent a message.

Re: Monthly bills paid but number not in service

MeriBaba — Mon, 27 Nov 2023 23:42:18 GMT

Thanks for your reply. Last payment was made Nov. 20, 2023.

Re: Monthly bills paid but number not in service

Chalupa_Batman — Mon, 27 Nov 2023 23:53:10 GMT

Hey @computergeek541

I've always wondered why customers only see these two options. Do you by chance know why the Send Email option doesn't show up?

@MeriBaba wrote:
Thanks for your reply. I am now trying on his behalf, and I don't see the option to send the code to an email address. I only see:

Re: Monthly bills paid but number not in service

MeriBaba — Tue, 28 Nov 2023 00:43:13 GMT

@computergeek541 @Teo0321 @Chalupa_Batman @Handy1
Quick update: The number that the text was sent to after login was actually his new number. He received the text after some time. It is strange that Public Mobile silently changed his number. I've sent a private message to CS Agent. I hope his actual number is restored.

Re: Monthly bills paid but number not in service

Handy1 — Tue, 28 Nov 2023 00:44:50 GMT

@MeriBaba Thanks for the update and yes that’s strange and hopefully you can restore old number best of luck 🤞

Re: Monthly bills paid but number not in service

Teo0321 — Tue, 28 Nov 2023 01:05:49 GMT

@MeriBabaAppreciate the update! It's bizarre indeed; I hope it gets resolved soon.

Best of luck! 🙂

Re: Monthly bills paid but number not in service

MeriBaba — Tue, 28 Nov 2023 22:45:09 GMT

My privately sent messages do not show up on the messages page. I only see a notification confirming the message was sent after I send the messages to CS Agent. However, after refreshing the page, I do not see any record of it. Is that expected behaviour?

There has been no reply so far from CS Agent, so I was wondering if my messages were actually sent.