topic Re: URGENT: Why My service is on hold but my payment went through in Get Support

URGENT: Why My service is on hold but my payment went through

linsunrise1 — Fri, 14 Feb 2025 16:45:39 GMT

I noticed that I couldnt make phone call saying - network is busy on Feb12th, today I checked my public account and seeing this message:

My card is valid until March and my payment went through successfully for this month!

Do you know why my service is on hold?!?!

only thing i can think is I redeem my points to pay the bill, was that causing the issue?!

Thanks!

Re: URGENT: Why My service is on hold but my payment went through

hTideGnow — Fri, 14 Feb 2025 16:47:58 GMT

hi @linsunrise1

your data works? try Reboot the phone

For what you see on My Account, it could be just a browser cache problem. Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with CS Agent by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: URGENT: Why My service is on hold but my payment went through

slusagm — Fri, 14 Feb 2025 16:48:34 GMT

using browser with Incognito mode to login My Account and check Payment history , check if it shows PM took the money

if there is really a payment discrepancy, ask PM to check. Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen
Or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: URGENT: Why My service is on hold but my payment went through

linsunrise1 — Fri, 14 Feb 2025 17:02:10 GMT

My data seems working and i did reboot my phone.

now I see this message, but i still cannot make the phone call!

Re: URGENT: Why My service is on hold but my payment went through

slusagm — Fri, 14 Feb 2025 17:17:53 GMT

try calling with a 1 in front of the 10 digits number

Re: URGENT: Why My service is on hold but my payment went through

linsunrise1 — Fri, 14 Feb 2025 19:35:44 GMT

Yes, I have tried 1 in front of the 10 digits number, it doesn't work either

But I put my SIM card into another phone (same brand phone), it works.

My last call that is received successfully was on Feb 7th, now:

1. when i dial out, it keeps dialling for like 15 seconds without ring tone, then showing the network is busy with busy line tone

2. My friends call me, i didnt hear/receive any incoming call, and my friends said they heard the line tone but no one answers.

Do you think I accidentally changed my setting for the phone call? thanks!

Re: URGENT: Why My service is on hold but my payment went through

slusagm — Fri, 14 Feb 2025 19:40:04 GMT

what were the 2 phones you tried?

it could be a 3G network problem, the other phone you tried could be a newer model that can use VoLTE and the original one probably an older one that can only do 3G for voice

Re: URGENT: Why My service is on hold but my payment went through

linsunrise1 — Fri, 14 Feb 2025 19:42:17 GMT

they both use 5G and have been working great until now