topic Re: Urgent help , it's been months of horrible ordeal in Get Support

Urgent help , it's been months of horrible ordeal

nkau00007 — Wed, 18 Sep 2024 23:07:30 GMT

Hello, please someone help me

I'm a Canadian, my dad visiting me here in Toronto, took public mobile esim with data and 10 digit phone number, he left for USA and now back in Canada. How do I retrieve or get data for him to use from public mobile.i think im still being charged monthly for Past 2 months when he was in USA and might have deleted his e sim

Could I please speak to someone. Please help me asap

Re: Urgent help , it's been months of horrible ordeal

nkau00007 — Tue, 17 Sep 2024 19:03:37 GMT

xxxxxxxxxxxxxxxxx was my dad's public mobile number

Re: Urgent help , it's been months of horrible ordeal

nkau00007 — Tue, 17 Sep 2024 15:48:15 GMT

I simply want to reactivate his esim with data for him to be available for urgent calls when he's not home

Re: Urgent help , it's been months of horrible ordeal

nkau00007 — Tue, 17 Sep 2024 15:48:55 GMT

Also, I want to ensure I could control all that as accounts with public mobile is a bit messed up process and so confusing, please help to sort it out for me

Re: Urgent help , it's been months of horrible ordeal

hTideGnow — Tue, 17 Sep 2024 15:55:14 GMT

hi @nkau00007

his phone still has the Public Mobile esim? if it is there, just enable it or enable "Turn on this line" option

if he deleted the PM esim, then just download PM app again, login with your dad's account and then buy sim card from the Account page on the app and choose esim

Re: Urgent help , it's been months of horrible ordeal

nkau00007 — Tue, 17 Sep 2024 15:58:53 GMT

Hello , yes esim was deleted

We can try to download the app again but how to access my dad's account that's where the trouble is

Re: Urgent help , it's been months of horrible ordeal

nkau00007 — Tue, 17 Sep 2024 15:59:34 GMT

Also could you please tell.me for July August September: past 3 months, is it still charging g my credit card

Re: Urgent help , it's been months of horrible ordeal

nkau00007 — Tue, 17 Sep 2024 16:00:12 GMT

I believe it's better to start fresh, cancel this account and all payments so I don't get charged anymore

Re: Urgent help , it's been months of horrible ordeal

eddieO — Tue, 17 Sep 2024 16:02:30 GMT

@nkau00007 to access your father's PM account you are going to need to login to either the PM app or to the website using his credentials, hopefully you know what they are or he can provide it to you

Re: Urgent help , it's been months of horrible ordeal

hTideGnow — Tue, 17 Sep 2024 16:02:57 GMT

hi @nkau00007

if you want to start fresh, you still need to login My Account (his account) and then go to Payment page and Manage Subscription and turn off "Subscribed"

Re: Urgent help , it's been months of horrible ordeal

nkau00007 — Tue, 17 Sep 2024 16:04:46 GMT

Can we please talk, it's not solving the problem as it's impossible to chat and explain the situation, it's a mess and I need someone's help to resolve this nicely and renew my dad's service

As a public mobile customer, I should get support over phone too or is chat the only way

Re: Urgent help , it's been months of horrible ordeal

hTideGnow — Tue, 17 Sep 2024 16:06:10 GMT

HI @nkau00007

as a PM customer, you do not get support over the phone. Everything is via message

also, those reply here on your post are just customers like you.

if you want to check with support agent, you will need to submit ticket and work with them via message

please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Urgent help , it's been months of horrible ordeal

nkau00007 — Wed, 18 Sep 2024 17:25:53 GMT

Thanks for supporting me

I did that and now my dad has a new toronto number and 60 gb data for 35 a month

Now my issue is : direct calls work between our cell phones but when he called me via WhatsApp ( after disabling home wifi and disabling his original phone line on his I phone ) , it still looks like it's coming via his original data provider, not via public mobile data

Any ideas around whatsapp calling via public mobile data when home wifi isn't available or switched off ?

I don't want him to get charged from overseas data original provider for making whatsapp calls mistakenly using that data and not public mobile data