topic Re: Returning from overseas in Get Support

Returning from overseas

NazirAbbasi — Tue, 12 Aug 2025 20:18:46 GMT

After returning from overseas cannot call / receive and call, no Internet.

Restarted phone multiple times no luck.

Stranded at airport without service.This is 3rd time in 2 year.

Absolutely not acceptable.

Need to file Complaint.

Nazim

Re: Returning from overseas

hTideGnow — Tue, 12 Aug 2025 20:23:10 GMT

hi @NazirAbbasi

how you fixed that last time?

but before going to ask for PM agent to help, did you remove the overseas sim card on your phone? disable/delete the travel esim?

After you do all these, try Reboot phone and Reset Network Settings

if you need PM to help, 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: Returning from overseas

NazirAbbasi — Tue, 12 Aug 2025 20:24:48 GMT

There was no overseas sim, keep separate phone for overseas.

Try restarting multiple times no lyck

Re: Returning from overseas

BKNS27 — Tue, 12 Aug 2025 20:27:47 GMT

@NazirAbbasi

How long were you away from Canada? Longer than 90 days?

Did you keep up with your monthly payment while you were away? Or did you pause your monthly payment?

Did you get a local SIM while you were abroad? Did you remove the local SIM/eSIM from your phone?

Re: Returning from overseas

slusagm — Tue, 12 Aug 2025 20:29:57 GMT

@NazirAbbasi

have you open a ticket with PM yet?

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 between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Returning from overseas

NazirAbbasi — Tue, 12 Aug 2025 20:31:09 GMT

Mr Mayer I mentioned clearly the phone was not used with another sim and paid for 2 months of service while away.

Last time after 3 days it fixed.

Re: Returning from overseas

computergeek541 — Tue, 12 Aug 2025 20:34:36 GMT

Re: Returning from overseas

NazirAbbasi — Tue, 12 Aug 2025 20:37:19 GMT

I messaged the agent but this is not acceptable.

Re: Returning from overseas

computergeek541 — Tue, 12 Aug 2025 20:42:33 GMT

Re: Returning from overseas

NazirAbbasi — Tue, 12 Aug 2025 20:46:33 GMT

What a joke the agent want phone holder to contact them directly. This can happen only the person at home.

Re: Returning from overseas

hTideGnow — Tue, 12 Aug 2025 20:50:40 GMT

hi @NazirAbbasi

PM support is all online and they have to be careful

but PM is online, no voice call support, so you can actually help the phone holder and login the Community account and submit ticket.

Re: Returning from overseas

NazirAbbasi — Tue, 12 Aug 2025 21:01:34 GMT

Just waist of time no solution, agent know the number and they can trace / locate the phone location but they are not interested to reset at their end.

But why this is happening, I searched the community this not the 1st complaint. PM need to address the issue hopefully after CRTC intervention.

Re: Returning from overseas

hTideGnow — Tue, 12 Aug 2025 21:30:26 GMT

hi @NazirAbbasi

the account verification is needed. If someone open a ticket as you without proper verification and stolen your account, you will be more upset than this little time you have to spend as a security measure

Re: Returning from overseas

Sansan — Tue, 12 Aug 2025 21:39:59 GMT

This is just the same as if you called your bank or any company that you have accounts with. The account needs to be validated in order for them to assist. Only the account holder is supposed be assisted or when account is validated by passing validation. Know one wants fraud or account takeover.

Complaints are filed with CCTS not CRTC.