topic Re: New customer in Get Support

New customer

Emily2012 — Sat, 10 Aug 2024 19:12:16 GMT

Signed up yesterday for the monthly plan for $23 per month. Completed the activation on my device today and when I go to make outgoing or incoming calls, when you answer the call goes to “your call cannot be completed, please call 611 “ or something similar. When I phone 611 it says the account balance is $0.
not really understanding what to do here. I made a $23 payment when activating so that should be the first months service

Re: How do I get actual support from Public Mobile?

Emily2012 — Sat, 10 Aug 2024 18:57:56 GMT

Going to follow this as I would also like a physical phone number to contact support as well!!

Re: New customer

Chalupa_Batman — Sat, 10 Aug 2024 18:59:39 GMT

Hey @Emily2012

Have you tried rebooting your phone? Have you tried your SIM card in a different phone? Sometimes the SIM card needs a swift kick in the butt. Did you port over from another service provider? If so, does their SIM card still work in your phone or is it SOS?

Re: How do I get actual support from Public Mobile?

Phil_Adelphus — Sat, 10 Aug 2024 19:04:15 GMT

@Emily2012 There is no support number to call, customer service is all online. If you need to contact an agent then open a ticket using the chat icon bottom right of this page. You can also explain your problem here in the community (don't include personal info as it's a public web page) and we may be able to help.

Re: New customer

Emily2012 — Sat, 10 Aug 2024 19:21:54 GMT

Currently with an Esim on an iPhone X.
shows a payment was posted to the credit card on Aug 8 for $24 with tax. During the signup that payment does not show in history and I was asked to pay again as the service was on hold

Re: New customer

Phil_Adelphus — Sat, 10 Aug 2024 19:31:52 GMT

@Emily2012 Is this the plain iPhone X, or one of the later ones like XS or XR? The iPhone X does not support esim.

Re: New customer

Chalupa_Batman — Sat, 10 Aug 2024 20:12:33 GMT

Hey @Emily2012

As per @Phil_Adelphus the X doesn't not have eSIM support. You will need a physical SIM card.

You can pick one up from Amazon for about $4.99.

Re: New customer

Emily2012 — Sun, 11 Aug 2024 04:15:55 GMT

I believe it is the XR.
incoming and outgoing calls work on it so I’m assuming it is.
double bills for service tho

Re: New customer

Phil_Adelphus — Sun, 11 Aug 2024 11:14:48 GMT

@Emily2012 incoming and outgoing calls work on it so I’m assuming it is

Earlier you said that calls were not working? If this is just a billing issue then open a ticket with customer support at the chat icon bottom right of this page as suggested earlier.