topic Re: Phone suspended in Get Support

Phone suspended

Garry48 — Thu, 17 Apr 2025 15:40:46 GMT

My phone is suspended. The credit initially used was changed. I have tried numerous to change the credit card without success. I have been ‘talking’ with a number of AI PERSON(?) without success.

Re: Phone suspended

slusagm — Thu, 17 Apr 2025 15:42:22 GMT

if the AI can't help, talk to real person. open a ticket with PM

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
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: Phone suspended

Phil_Adelphus — Thu, 17 Apr 2025 15:42:57 GMT

@Garry48 You need to ask the chatbot for customer service or ticket but if that doesn't work send support a private message using this link

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

Re: Phone suspended

Garry48 — Thu, 17 Apr 2025 15:44:19 GMT

I’ve talked to people with names and still have no results

Re: Phone suspended

Chalupa_Batman — Thu, 17 Apr 2025 15:48:03 GMT

@Garry48 wrote:
My phone is suspended. The credit initially used was changed. I have tried numerous to change the credit card without success. I have been ‘talking’ with a number of AI PERSON(?) without success.

Hello @Garry48

Before you contact a CS Agent, try this.

Public Mobile has known cache issues with web browsers and the apps. Go into your settings on your browser, clear the cache (lifetime if possible), close the browser and reopen it. Then go into incognito mode and sign back and try again.

Sometimes the app works better for changing your credit card info. I have done so many times for a neighbor who has an Android. It too has the same cache issue so I just go into the app settings and clear the cache and data and reboot. Then I log back in and pay for her. Hope this helps.

EDIT: Sorry, forgot to mention, to get your phone up right away, you can go to somewhere like Shoppers Drug Mart and pick up a voucher. You can upload this by calling 611 on your phone and load it. Then once loaded, reboot and your phone will be back up and running until this is fixed.

Re: Phone suspended

slusagm — Thu, 17 Apr 2025 15:48:45 GMT

@Garry48 wrote:
I’ve talked to people with names and still have no results

@Garry48

how you "talk"? so, you already working with CS_Agent

if you already message with CSAgent, you have to continue working with them, they are the one seeing your account

but can you confirm if you logged in My Account and what you see there? Account showing active or not? try using Browser with Incognito mod