topic Re: Can’t connect in Get Support

No service for three days.

Renderdc — Sat, 20 Apr 2024 17:33:56 GMT

I can’t login, make calls, receive calls, text or anything. The Chat gets me nowhere. I’m in a basic loupe. My sim came I followed the instructions, transferred my number from Telus. Set up an account, then a day later got a text message from 611 saying I have successfully created a new PIN. Keep this number safe as it'll be used to authenticate your identity.

i never got a pin. I call 611 and it says my account is suspended. But yet they’ve taken my money out on my credit card. I’m stuck in limbo. To be honest I’m surprised I’m able to write in this community.

I need my number back. I can’t have a service that’s been unstable like this. It’s been three days and I still have no functioning phone service. My wife is having similar issues only she’s actually got service but no data. We activated separately. This is crazy. I’m left sitting here with no phone. I run a business from this number. I’m not happy with this company. I wish I could get some help.

Can’t connect

Renderdc — Sun, 21 Apr 2024 00:16:10 GMT

I wish someone would help me.
I’ve done everything possible to get my Telus account switched to PM but so far it’s been a terrible experience. Not being able to login, no pin, no service, nothing. Not sure how a company can run like this. I it’s been three days since I got my account setup. Only yesterday did I get a text message saying You have successfully created a new PIN. Keep this number safe as it'll be used to authenticate your identity.

I’ve paid and have seen it come out of my account. I’ve restarted my phone, toggled airplane mode, tried to login with several failed attempts. My bars are on and it says 5g and public mobile is the service provider bu t I can’t get texts or calls or data. Wtf. 🤬

can’t do this much longer without having to change my number and text my contacts from a different service provider.

Re: No service for three days.

hairbag1 — Sat, 20 Apr 2024 17:47:09 GMT

@Renderdc

alternative is to message Customer Support using this link. Watch the little envelop icon on top right side of page will be highlighted when they respond. Give them as much acct info as you can ..ie: acct #, phone #, name on acct, PM pin #..etc.

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

Re: Can’t connect

Phil_Adelphus — Sat, 20 Apr 2024 17:48:21 GMT

@Renderdc Contact customer service. Submit a ticket via the chat/message icon bottom right of this page. If that doesn't work then send a private message to support using this link

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

An agent will reply at the envelope icon top right of this page or tap your avatar for Messages if no envelope.

Re: Can’t connect

Chalupa_Batman — Sat, 20 Apr 2024 17:58:15 GMT

Hello @Renderdc

Have you tried your SIM card in a different phone? Try that if you can. Turn off other phone, insert SIM card and reboot. If it works, then your SIM card is now properly provisioned. Turn off your other phone and insert it back and reboot. You should be good to go.

Porting can sometimes be an issue. Please submit a ticket to a CS Agent for help. Just know that it may take 72 hours to get back to you as they are dealing with a lot of issues with services

To Submit a ticket, please click the following link to access the Public Mobile Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type: Customer Service Agent

IMPORTANT INFORMATION: I am not a Public Mobile employee. I am a customer just like you. Please do not send me a private message with your personal information.

Re: Can’t connect

Renderdc — Sat, 20 Apr 2024 18:21:53 GMT

The problem with submitting a ticket is I get an error when trying to sign in. A1 blank screen. Phone doesn’t work logging in to submit a ticket doesn’t work.

thank you for your help

Re: Can’t connect

HALIMACS — Sat, 20 Apr 2024 18:24:08 GMT

To be certain, @Renderdc , you stated you can't "get" texts, calls, data.

Can you SEND texts or make outgoing calls with your Public Mobile service?

Make certain (if you may have a dual-SIM device), that the device is 'pointing' to the correct SIM in your SIM manager settings.

Otherwise, since you've tried all the typical troubleshooting items, reaching out to a Customer Support Agent is likely the best recourse as @Phil_Adelphus & @Chalupa_Batman provided each an option to do that.

Re: Can’t connect

HALIMACS — Sat, 20 Apr 2024 18:25:10 GMT

Use the Private Message method to reach them, be sure to indicate that you "Cannot login"

Send a private message to Customer Support Agent 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.

Re: Can’t connect

Renderdc — Sat, 20 Apr 2024 18:53:06 GMT

I can’t submit a ticket or login I get a screen like the one

attached

Re: Can’t connect

Phil_Adelphus — Sat, 20 Apr 2024 18:58:23 GMT

@Renderdc If you click on this link, do you get the same thing? Are you using the app or the website? Maybe close whatever you are using and try again, in incognito mode if possible. You do NOT need to be logged in to your account, you need to be logged in to this community, which you must be in order to post here

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

Re: Can’t connect

Renderdc — Sat, 20 Apr 2024 20:01:23 GMT

I was able to sign into the community and was able to send a private message to a CS_agent. (Which I wasn’t able to do before. Not sure what’s different about the link. Thank you for sending over!

Re: No service for three days.

Renderdc — Sat, 20 Apr 2024 20:12:04 GMT

Thank you for your efforts. The link doesn't work for me on my laptop and on my phone. I am using both my computer and my phone. I am at the point where I will be making the efforts to terminate this PM. It's more hassle than it's worth.

Re: Can’t connect

Renderdc — Sat, 20 Apr 2024 22:07:38 GMT

None of that works, but thank you for offering me an option. I cannot get in via incognito, I’ve tried clearing my cache, phoning the phone number only to find out you need the account number, which I cannot sign into. It’s like I’ve been struck out and they’re holding my number now. This has cost me $120 already in activation fees

Re: Can’t connect

Phil_Adelphus — Sat, 20 Apr 2024 22:38:23 GMT

@Renderdc Usually an agent will reply quite quickly to a private message but with the current SMS issues they are having to fix it may take longer. The phone number is not for general support, it's for specific porting issues only (it's usually not posted in the community for that reason). Hopefully an agent will get back to you soon and get everything sorted out.

Re: Can’t connect

Renderdc — Sat, 20 Apr 2024 23:23:44 GMT

That link works.

Re: Can’t connect

Renderdc — Sat, 20 Apr 2024 23:26:04 GMT

Thank you I tried all of the above and still nothing.

Re: No service for three days.

Renderdc — Sun, 21 Apr 2024 01:38:56 GMT

I did call this number. The Lady was from TELUS and was extremely helpful to my Wife but my problem was outside of her expertise unfortunately, she is a porting expert only. My number didn't port properly and needs to be looked at by a PM agent. Apparently i don't exist. something went seriously wrong in porting process and I am still in limbo. Thank you so much for finding the number!

5 days later and still not a peep from support!

Renderdc — Tue, 23 Apr 2024 19:25:48 GMT

This is garbage. I have been without a phone since last Friday and can't even log into my account. Support won't answer my tickets. This is so frustrating I am losing my mind. So far they've taken my payment and have not acknowledged my existence. I am so pissed right now.

Re: Can’t connect

Renderdc — Tue, 23 Apr 2024 19:30:48 GMT

The agents are failing to resolve issues. Nothing about my service works. it's not a dual sim. this has been since Friday of me going on and sending support requests for 5 days now. it's consumed my whole week. I have tried everything.

Re: Can’t connect

Renderdc — Tue, 23 Apr 2024 19:31:30 GMT

Thank you but nothing has been successful.