topic Re: Can't phone or text in Get Support

Can't phone or text

Krissii — Tue, 01 Oct 2024 16:40:49 GMT

My phone has stopped working after 2 years with Public Mobile and so has my daughter's?? No issues with paying by credit card for the last 2 years. Payment due today. No payment has gone through - not sure what's going on?? Need phone sytem turned on ... please.

Re: Can't phone or text

hTideGnow — Tue, 01 Oct 2024 16:42:55 GMT

HI @Krissii

so, no payment has gone through? Then it is a payment problem and account got suspended. did you login to both account and make a payment? Click Pay and Resume service to pay

Re: Can't phone or text

Krissii — Tue, 01 Oct 2024 16:44:36 GMT

Should automatically come off my credit card each month. Last payment September 1st... today's October 1st..

Re: Can't phone or text

hTideGnow — Tue, 01 Oct 2024 16:46:19 GMT

hi @Krissii

yes, automatic payment should work, but it fails occasionally. Login both your accounts and check (Please login using Incognito/private/secret mode on your browser to avoid cache problem), and check the account status and make payment manually

Re: Can't phone or text

Krissii — Tue, 01 Oct 2024 16:47:27 GMT

It says that I'm subscribed and it has my correct credit card listed. It seems like it is a different issue not related to payment :(.

Re: Can't phone or text

hTideGnow — Tue, 01 Oct 2024 16:48:49 GMT

HI @Krissii

it said Subscribed, but what is the cycle date? please check again

also, you can call 1855-4PUBLIC and enter your phone number to confirm the account status

Re: Can't phone or text

Krissii — Tue, 01 Oct 2024 16:49:07 GMT

I need to out in a ticket so an actual customer service person can help resolve this. This isn't acceptable that I'm without a phone and so is my daughter 😞

Re: Can't phone or text

hTideGnow — Tue, 01 Oct 2024 16:50:48 GMT

Hi @Krissii

please confirm the account status using the number above (call from another phone)

or if you want to ask support agent to check, you can submit by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Can't phone or text

Krissii — Tue, 01 Oct 2024 17:09:09 GMT

The cycle date for both accounts is the 1st to the 1st of each month. It says that I am subscribed, auto renewal is ON and the next renewal date is today Oct 1st and auto pay is on... but I guess I can try paying as a separate step.

Re: Can't phone or text

hTideGnow — Tue, 01 Oct 2024 17:12:39 GMT

HI @Krissii

Subscribed just mean the Autopay supposed to kick in, but it didn't in your case

Check if you have a button Pay and Resume Service to make a payment

if not, try to turn off Subscribed, then logoff and login back on in 5 mins to turn on Subscribed again to see if the system will try to charge you

Re: Can't phone or text

softech — Tue, 01 Oct 2024 17:14:41 GMT

@Krissii

the Autopay didn't work for whatever reason. Please use this link to top up enough money to trigger the renewal

https://myaccount.publicmobile.ca/en/account/payment/funds/card

(since you have two accounts, please use browser with Incognito mode so the system won't run into problem with browser cache)

Re: Can't phone or text

hairbag1 — Tue, 01 Oct 2024 17:16:56 GMT

@Krissii

is talk /text working right now or has service stopped altogeather ?