topic Re: [NEW] Important Update Regarding Recent Account Notifications in Get Support

[NEW] Important Update Regarding Recent Account Notifications

Ck_PM — Thu, 30 Jan 2025 16:46:32 GMT

Hello Community,

Due to a recent system issue, you may have received an email and/or text message incorrectly stating that your account is in suspended status. We apologize for any confusion this may have caused.

To validate your account status, please log in to My Account. Impacted customers will receive direct communication from us with any updates.

We are investigating this matter to prevent such errors in the future, thank you for your understanding and patience.

- The Public Mobile Team

Re: [NEW] Important Update Regarding Recent Account Notifications

will13am — Thu, 30 Jan 2025 18:01:16 GMT

I received one of these errant messages yesterday as I was using the phone. The heart rate went up ever so slightly.

Re: [NEW] Important Update Regarding Recent Account Notifications

slusagm — Thu, 30 Jan 2025 18:33:50 GMT

thanks for the post. I got it from one of my accounts, too. I checked community and saw many reported same thing so I knew it must be a glitch.

Re: [NEW] Important Update Regarding Recent Account Notifications

Filbert — Thu, 30 Jan 2025 18:43:57 GMT

Thanks for Community notice. I received one of these messages yesterday (January 29). I checked my Public Mobile account: credit card info was in order; payment processed 2 days earlier (January 27). I checked my credit card account: payment made to Public Mobile January 27. I contacted Public Mobile Customer Service. They replied "Thank you ... for securing your account" without explaining what I had done to secure the account.

Re: [NEW] Important Update Regarding Recent Account Notifications

Jeraman — Thu, 30 Jan 2025 19:46:11 GMT

I got the exact same happen to me. My account interface does not show status of account (active or on hold). Not option to update payment info without immediately processing a payment. This is confusing and frustrating.

Re: [NEW] Important Update Regarding Recent Account Notifications

golfball — Thu, 30 Jan 2025 22:31:24 GMT

While we're on the subject, another notification that similarly causes confusion is when someone who has roaming plan connects to a US cell tower and gets a text telling them that they must purchase a roaming add-on. This text can happen an unlimited number of times and can cause worry and frustration.

The message should be updated to address the possibility of someone having roaming included or to be more selective about who receives it.

Re: [NEW] Important Update Regarding Recent Account Notifications

computergeek541 — Fri, 31 Jan 2025 14:45:25 GMT

Re: [NEW] Important Update Regarding Recent Account Notifications

Math_U — Fri, 31 Jan 2025 22:21:35 GMT

Hello, I received the notification on Wednesday that my service would be stopped, I login into MyAccount and it was working well buy today I have no service at all even though it says everything is ok on the MyAccount portal, please help.

Matthew l

Re: [NEW] Important Update Regarding Recent Account Notifications

hTideGnow — Fri, 31 Jan 2025 22:30:26 GMT

hi @Math_U call 1-855-4PUBLIC and enter you number and see if account is active

if so, Reset network settings and try again

if same, also PM support agent to help, you can submit by direct message:

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

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: [NEW] Important Update Regarding Recent Account Notifications

eddys — Sat, 01 Feb 2025 16:21:26 GMT

im not getting any service and i get this message and my account is funded and my account does not let me apply payment or change the card or add a voucher , whats going on ?

Re: [NEW] Important Update Regarding Recent Account Notifications

hTideGnow — Sat, 01 Feb 2025 16:24:33 GMT

hi @eddys call 1-855-4PUBLIC and enter your phone number and check if account status is active

try reboot phone and try sim card on another phone

if nothing works, ask PM support agent to help, you can submit by direct message:

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

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: [NEW] Important Update Regarding Recent Account Notifications

eddys — Sat, 01 Feb 2025 16:34:35 GMT

ok thanks triend bu that number does not even work and it says usa, and i submitted a ticket yesterday and no response yet

Re: [NEW] Important Update Regarding Recent Account Notifications

hTideGnow — Sat, 01 Feb 2025 16:42:00 GMT

hi @eddys you call that number from another phone

and message support as well

Re: [NEW] Important Update Regarding Recent Account Notifications

eddys — Sat, 01 Feb 2025 16:42:46 GMT

this is a disaster , i dont have working service for 3 days now , and my account has money in it , and i also applied a voucher fo 20 dollars that does not get applied when attempting a new subsription to see if that would work, ...nothing , i just want my old plan to stay as is , and have my money go thru , its hopefully simeple , im not sure whats going on , even when i try to submit a different ticket gives me a 404, i litterally spend 2 hours on this , its too much , if i dont get service today , i will have no option but to go to another provider and port my number , once i do that can you tell me how i can have my funds transfered to another number that i have with telus or koodo as i understand you all share the same netwok and public is just a susbdiary or telus

Re: [NEW] Important Update Regarding Recent Account Notifications

eddys — Sat, 01 Feb 2025 16:44:10 GMT

btw that number does not work from my phone cause my service is suspended

Re: [NEW] Important Update Regarding Recent Account Notifications

eddys — Sat, 01 Feb 2025 16:49:38 GMT

i live out in country i have to drive 20 minutes to get to another phone...did that yesterday to buy a voucher ,... and the voucher doesnt even work...but ill try as you suggest ..ok

Re: [NEW] Important Update Regarding Recent Account Notifications

hTideGnow — Sat, 01 Feb 2025 16:49:53 GMT

hi @eddys as said , try to call from another phone

and also message support agent

Re: [NEW] Important Update Regarding Recent Account Notifications

eddys — Sat, 01 Feb 2025 18:06:40 GMT

ok, thx

Re: [NEW] Important Update Regarding Recent Account Notifications

eddys — Sat, 01 Feb 2025 18:26:20 GMT

yeah they got the voucher to work and now i am under the new subscription , and now the service does not work, perhaps public should make a bold post that if youre not in a 5g area your phone does not work , cause the 4g wont kick in , also i dont have a 5g phone , this is disapointing and now cant downgrade till next month , what a drag

Re: [NEW] Important Update Regarding Recent Account Notifications

Carro — Tue, 04 Feb 2025 22:36:44 GMT

I have a 5G service but my phone works when I am in 4G or lte service.