topic Re: service issue in Get Support

service issue

PARNI1 — Wed, 30 Jul 2025 04:27:57 GMT

I subscribed and actived my sim card yesterday. I did a payment. But today in my profile shows my services are on hold due to the expiration of your subscription.

also it shows this period: Jun 28, 2025 to Jul 28, 2025

Please resolve this problem

Re: service issue

hTideGnow — Wed, 30 Jul 2025 01:23:53 GMT

hi @PARNI1

is your service working?

if it is working, voice and data both work, then 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 using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket 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: service issue

PARNI1 — Wed, 30 Jul 2025 01:26:22 GMT

data doesn't work. service sometimes working sometimes not.

Re: service issue

hTideGnow — Wed, 30 Jul 2025 01:27:35 GMT

hi @PARNI1

what phone do you have ?

Try Reboot phone, and Reset network settings

also,you might want to still submit ticket and ask PM agent to check why our account seems to be showing suspended

Re: service issue

PARNI1 — Wed, 30 Jul 2025 01:28:46 GMT

data not working

I subscribed and actived my sim card yesterday. I did a payment. But today in my profile shows my services are on hold due to the expiration of your subscription.

also it shows this period: Jun 28, 2025 to Jul 28, 2025

Re: service issue

Cpt_Captcha — Wed, 30 Jul 2025 02:33:28 GMT

Hi @PARNI1, that “services on hold due to expiration” message with a cycle of Jun 28–Jul 28 right after you activated yesterday points to a back‑end provisioning/billing sync issue (not something you can fix from the phone).

Do this first (1–2 minutes)

Clean login view: use Incognito/Private window or the PM app → log out/in. (Prevents stale banners.)
Payments → Payment history: confirm you see Payment received / Recharge for the plan.
If you see a Resume/Reactivate button, click it once.

If service is still intermittent / data off

Power cycle: OFF → remove SIM (10–15 sec) → re‑insert → ON.
Network selection = Automatic; VoLTE ON (if available).
Reset Network Settings (this won’t erase personal data, but you’ll re‑enter Wi‑Fi).

Then contact CS_Agent to fix your account state

Use the chat bubble (bottom‑right of the Help page) → Submit ticket. If you can’t log in there, send a private message to CS_Agent from your Community inbox.

Copy/paste to support:

“New activation yesterday. My account shows Services on hold due to expiration and cycle Jun 28–Jul 28. Payment is posted. Data doesn’t work and service is intermittent. Please unsuspend/refresh my line, correct the cycle start date to my activation, and re‑provision voice/SMS/IMS/data on the HLR/HSS. Screenshots of Overview and Payment history attached.”

They can clear the hold flag, fix the renewal window, and push a network refresh—this typically resolves the intermittent service/data.

If you share your device model and whether it’s eSIM or physical SIM, I can also give exact tap‑by‑tap checks while support fixes the back end. 👍
— @Cpt_Captcha

Re: service issue

cellphoneuser1 — Wed, 30 Jul 2025 03:49:42 GMT

@hTideGnow wrote:
hi @PARNI1
what phone do you have ?
Try Reboot phone, and Reset network settings
also,you might want to still submit ticket and ask PM agent to check why our account seems to be showing suspended

I don't see reobooting the phone or resetting network settings as being a possible fix. Niether of those would explain the incorrect plan dates, so I think it's something on Public Mobile's side.