topic Re: Previous customer, my account is not working in Get Support

Previous customer, my account is not working

shahla1sherazi — Thu, 29 May 2025 15:47:40 GMT

I need help, I am a customer since 2019. I am being treated like a new customer and being asked to reactivate with my sim. When I enter my old sim, it says your sim is invalid. Why do I have to re activate my account if I am a previous customer. It's not showing me any of my old payments or anything. Even my old sim is not getting accepted. My payment has been taken, but I have no service

Re: Previous customer, my account is not working

umnikke8 — Thu, 29 May 2025 15:57:42 GMT

Have you been a continuous customer or did you cease being a customer for some time?

It sounds like your account lapsed and was deleted. If the account lapses the SIM is not reusable and you need a new one.

Re: Previous customer, my account is not working

shahla1sherazi — Thu, 29 May 2025 15:59:36 GMT

I was a continuous customer, never seized being a customer.

Re: Previous customer, my account is not working

Dunkman — Thu, 29 May 2025 16:34:04 GMT

@shahla1sherazi

A few existing customers have the same issue recently. Unable to login and PM website asking to activate "new" plan.

I will escalate your case to customer service agent. They should get hold of you via private message within next 30-60 minutes.

Re: Previous customer, my account is not working

funpig1 — Thu, 29 May 2025 16:35:20 GMT

@shahla1sherazi

You need the assistance of a customer service agent to fix this problem. Try using the chat to contact them. If you run into problems, use the attached link below. With them, you should also ask them to provide you with a bill credit as compensation for the inconvenience caused by the service issue. Good luck.

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

Re: Previous customer, my account is not working

CSA_PM — Thu, 29 May 2025 16:40:48 GMT

Hello @ shahla1sherazi,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Previous customer, my account is not working

shahla1sherazi — Thu, 29 May 2025 17:06:07 GMT

So what should I do? I still want to use my old number, when I try to use the old number, its saying that the number is not transferrable. It seems that my number is still active, and there is a way of just using the same service. I want to keep my current number. I have no service right now, no one can call me.

Re: Previous customer, my account is not working

shahla1sherazi — Thu, 29 May 2025 17:08:53 GMT

Please help me, I do want my case escalated. My old number should work. The login let me fix the problem. Now suddenly they have disconnected my service.

Re: Previous customer, my account is not working

shahla1sherazi — Thu, 29 May 2025 17:09:19 GMT

Even the agent on the live chat did not help me. She just disconnected me.

Re: Previous customer, my account is not working

Dunkman — Thu, 29 May 2025 17:10:27 GMT

@shahla1sherazi wrote:
Please help me, I do want my case escalated. My old number should work. The login let me fix the problem. Now suddenly they have disconnected my service.

@shahla1sherazi

CSA_PM already sent you a private message. Check your inbox or the following link:

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

Respond to the CSA message and they should help.