topic Re: Phone dissapear from MyAccount in Get Support

Phone dissapear from MyAccount

AlineG — Sun, 28 Jan 2024 02:22:16 GMT

My Phone data stopped working. I logged into my Account and is asking for Reactivation? When I say I already have a SIM, I get an invalid SIM. How do I recover my account?

Re: Phone dissapear from MyAccount

HALIMACS — Sun, 28 Jan 2024 02:27:33 GMT

What messaging do you hear when you dial 611 from the device?

When was the last time services worked?

Sounds to me you need to pay for another cycle, @AlineG

Re: Phone dissapear from MyAccount

Chalupa_Batman — Sun, 28 Jan 2024 04:19:05 GMT

Hi @AlineG

If you try dialing 611, does it say you owe money?

Re: Phone dissapear from MyAccount

AlineG — Sun, 28 Jan 2024 17:04:00 GMT

No, when I dial 611 I hear some beeps and immediatley receive a text message " Thank you for calling YVR. Did you know that you can check your Rewards, change your plans, purchase add-ons, view plan usage and so much more through My Account? Visit new and improve My Account at my account.publicmobile.ca"

Re: Phone dissapear from MyAccount

AlineG — Sun, 28 Jan 2024 17:05:58 GMT

I just hear some beeps and get a TXT message on the reply above.

The service worked fine until a couple of days ago.

I have automatic pay in place. I verify the payment options because My Account does not load my information.

Re: Phone dissapear from MyAccount

HALIMACS — Sun, 28 Jan 2024 17:07:48 GMT

OK @AlineG , you may wish to reach out to the customer support agents for help. You might also want to try your PM SIM card in another (known to be working) device to see if it can access services. This will establish whether you're experiencing a network/service issue or a device issue.

To contact a Customer Support Agent, send a private message to them by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.