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Town Hero / Héro de la Ville

Re: Customer support during COVID-19 situation


@darlicious wrote:

@veronicacoreas  Something has gone wrong with your activation or are you absolutely sure that is the number given to you. Has your credit card been charged?


@darlicious 

 

The 236 number might not be for @veronicacoreas 's area of use. Like she is in Victoria but chose a Vancouver area number????

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Mayor / Maire

Re: Customer support during COVID-19 situation

@LurganIeUk   I simplified the matter....the phone number is not in service.

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Mayor / Maire

Re: Customer support during COVID-19 situation

236 covers the province but yes you want a local exchange number in 236. Has to be a set up problem as outgoing should work no matter what. OP implies has been a customer for months wanting a refund for months???

 

AE_Collector 

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Good Citizen / Bon Citoyen

Re: Customer support during COVID-19 situation

i tried taking a new west number  778  and it failed to change

 

looks like the 15 dollars are not applied yet to  cover the plan 15 dollars fee

 

where and how do i do that ?

 

still shows that i have 20 dollars

 

i need a fexed number now

 

 

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Good Citizen / Bon Citoyen

Re: Customer support during COVID-19 situation

i see you guys are responding

 

please help me fix this problem  and i prefer a 778  area  code   can you guys change and pay my plan asap

 

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Town Hero / Héro de la Ville

Re: Customer support during COVID-19 situation

@veronicacoreas 

 

Are you getting an error message for the rejected number change?  What is it? Can you show us a screen shot?

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Mayor / Maire

Re: Customer support during COVID-19 situation

2 things @veronicacoreas  

1. To reactive via your self service account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and  amount due.
3. Select the reactivate account button.
4. Restart your phone.

 

2. You have to change your number yourself. 

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Mayor / Maire

Re: Customer support during COVID-19 situation

@veronicacoreas  Its all making sense now....do the following:

  1. Clear your browser.
  2. Reboot the device you are using to access your account.
  3. Open only one tab in secret/ incognito mode in chrome, Firefox or safari.
  4. Log into your account. Go to make a payment.
  5. If you already have a balance go to make a payment.
  6. Click on make a payment. Choose other. Type $15.00. Submit payment.
  7.  Go to overview page. If it says reactivate click on it. Should switch to active.
  8. Log out. Reboot phone. Check you have service.
  9. Log into your account. Go to change number. Follow instructions to change number.
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Mayor / Maire

Re: Customer support during COVID-19 situation

Important that you know that you aren't talking with Public Mobile customer service here. We are the first level of help solving many problems for customers. But you may ultimately need to deal with the moderators. We are just customers like you who are here for free offering assistance. So no, we can't change your number for you but we can help walk you through it.

 

You mention changing to a New Westminster number. Are you in the greater Vancouver area? Ultimately a number change can only fix people in your local area being able to call you. It sounded as though you had more problems than that which will not be related to your phone number. I haven't noticed if you've identified how long you have been a customer, was it working and then it just quit? Might your account gave been suspended due to it not renewing properly recently? $15 plan I'm guessing?

 

AE_Collector

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Town Hero / Héro de la Ville

Re: Customer support during COVID-19 situation

@veronicacoreas 

 

Did you get a resolution??