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We’re sorry, we’re experiencing some issues

Moid_I
Retraité / Retired
Retraité / Retired

Hey Community,

 

We know some of you have been experiencing intermittent issues with our service over the last couple of weeks. We feel your pain and are working really hard to get these issues fixed as soon as we can.

 

In the meantime, we are all here to help! So if you have encountered any of the problems below, please follow the instructions to contact us and we’ll make things right.

 

  1. If you are having issues with Activating a new Public Mobile account, follow these steps:

 

  • Go here 
  • Click “Contact Us” 
  • Make the following selections:  

 

SIM & Activation > Activation > I activated my phone and SIM card in past 24 hours > I did receive an error message > Email Us

 

  1. If you are having issues with Renewing Your Plan, follow these steps:

 

  • Go here 
  • Click “Contact Us”   
  • Make the following selections: 

 

    My Account > Billing and Payments > My account is active > I know my current balance /     amount owing > I need help with a credit card payment online > Email Us

 

  1. If you have beencharged an incorrect amount during activation, follow these steps:

 

  • Go here 
  • Click “Contact Us”   
  • Make the following selections: 

 

SIM & Activation > Activation > I activated my phone and SIM card in past 24 hours > I did receive an error message > Email Us

 

 

 Last updated on 25/11/2015 

149 REPLIES 149

tlou093
Great Neighbour / Super Voisin

Hello.

I activated the new sim card and do the number transport at the same time 48 hours ago. And I got absolutely transferred because my old provider stopped my service in 2 hours. But 46 hours later, the PUBLIC MOBILE still gives me NO SERVICE on my phone. I tried turning off and on the phone for at least 10 times and tried the CONTACT US part and there's still no solution yet.

 

Any clues? 

Mansi_G
Retraité / Retired
Retraité / Retired

Hi @tlou093 - Could you confirm when did you submit an email using Contact Us? 

tlou093
Great Neighbour / Super Voisin

Hello. Thank you for your response.

 

I submitted by "contact us" an email around 8pm on Nov 8.

 

I'm using iphone 6s+ and I've checked it's working with public mobile.

ronhuges
Great Neighbour / Super Voisin

I have the $19 plan. The Nov. 14th autopayment didn't go through. The account says plan deleted.

 

What do I do now? Eg, not sure to redo the autopay thing. Might make things worse.

 

Thanx.

 

How do I post a new thread here?

Martin
Legend
Legend

Hello,

Send a web mail to customer assistance with your personal and account details so that they will not have to write to you requesting same. Wait 48 consecutive hours for a reply. If you do not receive a reply, or if you receive a reply without a working solution, inform this community. A community manager will then be alerted to your situation, who will initiate contact and work with you until your problem is resolved.

Alternatively, you can disable auto-pay and then place $19 into your positive credit balance from your credit card on file. The system may recognize it as a payment waiting to be collected, in which case your service will be shortly restored. The choice of options is yours, obviously.

Hang in there!©

Martin
Legend
Legend
Hello,

With regard to posting a new thread, go to the board/section that pertains to your question, and type it there.

If your new intended thread is similar to your above post, please refrain from posting it. It is considered spamming, which is contrary to community norms.

Cheers.

ronhuges
Great Neighbour / Super Voisin

Thanks Martin.

 

Here's their email reply:

 

"Hello,

 

Thank you for your e-mail. Could you try to remove your auto payment and  put it back in your self serve. It should resolve the issue.

Regards,

 

Julie"

 

Unfortunately, there's no "auto payment" button on the self-serve account page. I want to add a new card number. The "Payment" and "Make a Payment" buttons go to the same page which doesn't allow for the card change.

 

Incidentally, one line says, "You must make a payment by Dec 14, 2015 to keep your phone number and any remaining add-ons." (Within a month of not paying.)  Another on the same page says, "Your account has been suspended. Make a payment to reactivate your current plan. Suspended accounts are deactivated after 90 days if payment is not received. You will lose your phone number and service."

 
_________________________________
 
I require further assistance from a moderator here.
 
Thanks.

 

 

@ronhuges How long has it been since you sent PM Support an email about this? Has it been more than 48 hours?

 

Also, since you're on a legacy plan, you may have 611 phone support available to you. Please confirm.

tylejami335
Good Citizen / Bon Citoyen

Thanks for the heads up PM! 

 

- TJ

ronhuges
Great Neighbour / Super Voisin

Their reply email was Nov 15th.

 

I tried 611 but get an automated French response. I don't speak french. And none of the usual numbers plus # do anything.

 

The self-serve account now asks for my email verification, but when I click the link, and it then says, "Verfication link has been sent to your registered e-mail address," there is no email sent.  Tried twice, and my email is still listed in the account.

 

The account pages run extremely slowly.