topic Re: Customer service in Get Support

Customer service

Diane2007 — Sat, 01 Jul 2023 15:18:01 GMT

I went to Jamaica for 2 weeks my phone was locked by P.M. I have been back home 3 days my phone is still locked. I can't talk to anyone. This site keeps me going round and round back to square one. I'm so frustrated I'm seriously thinking of switching providers. I've been with P.M. for years but I'm at my breaking point. HELP!

Re: Customer service

softech — Sat, 01 Jul 2023 15:26:04 GMT

@Diane2007

first login My account using Incgonito mode and confirm if account status is Active

and did you use Jamaican local sim? if so, it could be that local sim messed up the settings.

check the VPN settings on your phone, delete any profiles there

then Click Reset all networks on your phone

Re: Customer service

Yummy — Sat, 01 Jul 2023 15:32:02 GMT

What do you mean 'locked'? Did you pay your bill on time? Is your account suspended?

More details are needed. Check your PM account with clean browser using computer to confirm if your account is still active.

Re: Customer service

BKNS27 — Sat, 01 Jul 2023 15:37:38 GMT

@Diane2007

It is your phone setting that isn’t allowing you to connect to PM.

What phone do you have?

Re: Customer service

hTideGnow — Sat, 01 Jul 2023 15:40:58 GMT

hi @Diane2007 if you need support , submit ticket with agent here

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

Re: Customer service

HALIMACS — Sat, 01 Jul 2023 15:53:41 GMT

What you’re writing is unclear @Diane2007

Try:

rebooting your phone
resetting network connections
toggling airplane mode on/off
removing and reinserting your public mobile SIM card

You could also try going into your network connections and disable “automatic” and manually select public mobile as the carrier.

Re: Customer service

Diane2007 — Sat, 01 Jul 2023 16:25:14 GMT

Yes my bill is paid automatically. Thank you for your help I will try your suggestion.

Re: Customer service

Diane2007 — Sat, 01 Jul 2023 16:44:32 GMT

Samsung A5 2017. Thank you

Re: Customer service

Diane2007 — Sat, 01 Jul 2023 16:46:40 GMT

Yes my bill gets paid automatically. I will try what you suggest. Thank you

Re: Customer service

Diane2007 — Sat, 01 Jul 2023 17:05:25 GMT

Samsung A5 2017 thank you

Re: Customer service

BKNS27 — Sun, 02 Jul 2023 02:23:39 GMT

@Diane2007

Sorry for the late reply. Busy Canada Day party.

On your Samsung go to Settings>Connections>More connection settings>VPN>delete VPN profile if purchased a local SIM while you were in Jamaica.

If you didn’t purchase a local SIM then reset the network and go to Settings>General Management>Reset>Reset network settings>Reset settings. You will need to re-enter your home wifi password after the reset.

Re: Customer service

Diane2007 — Sun, 02 Jul 2023 20:04:14 GMT

Thank you for your suggestion I tried it does not work. My phone is locked.

Re: Customer service

dust2dust — Sun, 02 Jul 2023 20:13:13 GMT

Can you try the sim in another phone. Did you use a cell service in Jamaica?

Re: Customer service

Diane2007 — Sun, 02 Jul 2023 20:19:10 GMT

No could not use my phone in jamaica. The store I went to to buy the sim card said my phone would not take the new sim card it was locked. I will try a different phone with that sim card. Thank you.

Re: Customer service

softech — Sun, 02 Jul 2023 20:23:34 GMT

@Diane2007 If you have been using the phone with PM without problem, them your phone was locked to Telus or Koodo. But PM being part of the Telus' family, you ou can try to message support to have the phone unlocked

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
or use this direct link to open Chatbot ticket: https://urlshortner.tiia.ai/Oyn1L6
**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there.

Re: Customer service

dust2dust — Sun, 02 Jul 2023 20:27:17 GMT

Ok, that's possible. But upon returning and putting your sim back in it should have worked as explained above.

Samsung has a good service for unlocking phones. Try them.

Re: Customer service

Diane2007 — Sun, 02 Jul 2023 20:31:56 GMT

I will definitely callsamsung. Thank you for your help.

Re: Customer service

dust2dust — Sun, 02 Jul 2023 20:36:35 GMT

See if the sim will work in another unlocked phone. See if a non-Telus/Koodo/Public sim will work in your phone. If it says something being locked then that is the problem. Let us know the exact message you might be getting.

Re: Customer service

Diane2007 — Sun, 09 Jul 2023 13:35:19 GMT

No my phone was manipulated and locked by a store worker in Jamaica Beware. I called samsung great customer service. They said that the emei number was deleted and without it you can't unlock the phone ever. I had to buy a new phone. Lesson learned. This problem was not a public mobile fault. Thank you for all your help. P.B. is the best carrier.

Re: Customer service

dust2dust — Sun, 09 Jul 2023 14:03:10 GMT

Wow. How does an IMEI even get removed in the first place? Why would that clerk do that? Sucks that you had to go to the expense of a new phone because whatever they did.