topic Re: My line is not working in Get Support

Extremely FRUSTRATED

Craig007 — Wed, 26 Apr 2023 20:43:16 GMT

I dont know who to contact ....my line is not working. Which is costing me revenue. Customers have my number and cannot reach me. I need my telephone number which I've had even before public mobile came around. Please contact me to solve this asap

Re: Extremely FRUSTRATED

softech — Wed, 26 Apr 2023 18:59:25 GMT

@Craig007 you line is not work, did you try to access My Account and see if it is active or suspended?

If it is suspended, you should see a button Reactivate my plan, just click and make a payment

If it shows active, then try to turn off the phone for 5 mins, power on and see it the phone can connect to the network

Re: Extremely FRUSTRATED

Craig007 — Wed, 26 Apr 2023 19:05:14 GMT

I did all this man, nothing. It is not suspended

Re: Extremely FRUSTRATED

Craig007 — Wed, 26 Apr 2023 19:06:00 GMT

I even have extra funds in account

Re: Extremely FRUSTRATED

softech — Wed, 26 Apr 2023 19:07:17 GMT

@Craig007 ok., then check couple things

1. does outgoing call work?

2. data work?

and try this:

change the Preferred network type to 3G only or WCDMA only and see if you can make and receive calls under 3G/WCDMA

Re: Extremely FRUSTRATED

Craig007 — Wed, 26 Apr 2023 19:09:27 GMT

Outgoing calls dont work, incoming text dont work, or outgoing. Only data works.

Re: Extremely FRUSTRATED

Craig007 — Wed, 26 Apr 2023 19:10:53 GMT

I reset everything. Obviously if data works, apn etc is fine. I cannot even call 611 !!!

Re: Extremely FRUSTRATED

Craig007 — Wed, 26 Apr 2023 19:11:41 GMT

I dont know what public mobile has come to

Re: Extremely FRUSTRATED

Craig007 — Wed, 26 Apr 2023 19:13:00 GMT

Not even 1 moderator has responded

Re: Extremely FRUSTRATED

softech — Wed, 26 Apr 2023 19:15:16 GMT

@Craig007 wrote:
Outgoing calls dont work, incoming text dont work, or outgoing. Only data works.

@Craig007 again, please try to change the Preferred network or Network type to 3G and let us know if the phone connects to the network at all

as tell message "moderator", did you send to the correct person? moderator is now called CS_agent

Re: Extremely FRUSTRATED

Craig007 — Wed, 26 Apr 2023 19:17:21 GMT

How do I contact moderator?

Re: Extremely FRUSTRATED

softech — Wed, 26 Apr 2023 19:18:33 GMT

@Craig007 if you dont' mind, try to Preferred network trick first

as to open proper ticket with support, here you are:

1. Please open ticket via Chatbot (requires access to My Account): click this Chatbot Ticket Link

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: Extremely FRUSTRATED

HALIMACS — Wed, 26 Apr 2023 19:19:25 GMT

@Craig007

You're definitely certain when you say data works you're referring to mobile data and not local wi-fi, correct?

Have you checked to make sure your phone is not blacklisted? Unlikely, but it has happened to many:

https://www.devicecheck.ca/check-status-device-canada/

Re: Extremely FRUSTRATED

hTideGnow — Wed, 26 Apr 2023 19:20:40 GMT

HI @Craig007 the call problem only since today?

Re: Extremely FRUSTRATED

HALIMACS — Wed, 26 Apr 2023 19:21:32 GMT

@Craig007

Try something else - login to your self-serve account and try labeling your service as "lost / stolen". Then log out of self-serve. Then log back in and remove that designation.

Then reboot your phone.

Does that reestablish a network connection?

If none of the above, to contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here to create a support ticket, or,
Send a private message to Customer Support Agent by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Extremely FRUSTRATED

pmva — Wed, 26 Apr 2023 19:22:01 GMT

@Craig007 As this is urgent, I'd start a ticket with CS Agent who are employees of PM. We can offer suggestions but that troubleshooting will take time and can be hit/miss depending on what we understand to be the problem.

You can contact an agent using the chatbot. Type "agent" and click contact us to go through the wizard.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If for some reason they don't respond to the ticket, you can try to send an email directly to the CS Agent here.

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

Here is a help article about how to contact the CS Agent.

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Extremely FRUSTRATED

Craig007 — Wed, 26 Apr 2023 19:22:19 GMT

Thanks

Re: My line is not working

softech — Wed, 26 Apr 2023 21:08:25 GMT

@Craig007 how you contacted CS support? did you check your Community inbox here https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ?

But we, customers like you, will try to help as well

Give us more information and we will try to help:

So, you have login My Account and confirmed the account status is active?

can you make calls? can you receive calls?

how about data?

do you see the phone able to connect to PM network or not able to connect? Any error message on the status bar like NO SIM? No Network? Sim not provisioned?

did you try to use your phone in another area in case it is just a local network issue?

did you try your PM sim card in another phone in case it is a device issue?

And again, did you use one of the way to open ticket? I suggest you to open a new one anyway:

1. Please open ticket via Chatbot (requires access to My Account): click this Chatbot Ticket Link

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: My line is not working

Craig007 — Wed, 26 Apr 2023 21:17:08 GMT

Brother did everything possible. I email cs to. 2 hours ago, still no response. I use other phone, do everything possible. Cannot even get 611. ONLY DATA WORKS.

Re: My line is not working

softech — Wed, 26 Apr 2023 21:18:23 GMT

@Craig007 there is no email to CS support. did you message them? better to use Chatbot to open ticket

if only data works, may I know what phone do you have?