We’re sorry, we’re experiencing some issues

[Moid_I]

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

2. 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

3. 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 

[Mansi_G]

Hi @tonykung - Checked the status with the Support team for your case. They really didn't find the particular number that you've requested in the number pool.

Just to let you know once the account is activated completely and Self Serve is set up, you can change your number yourself - number change is free of charge and is allowed once per month.

[tonykung]

Already done, thanx man.

[Rockdaddy22]

You should send a private message to @Mansi_G detailing your problem.

[tonykung]

Thank you for your reply. I have replied the email from csr and am still waiting for them.

@Mansi_G would you please have a look at my issue with ticket number KMM52381999V71907L0KM  ? Thank you.

[CoderAndrew]

@tonykung Same think has been happening to quite a few people. Would be best to send them an email or maybe @Mansi_G can help you while she's helping me on the same issue.

[tonykung]

I am still getting this error :

Unable to Process Transaction
Sorry, we are unable to verify your credit card information, so this transaction could not be completed. Your credit card has not been charged.

Total Amount Owing: $158.20

Selected Payment Method: Credit or VISA Debit Card

To complete your Public Mobile activation, please restart your activation by visiting  and select a different credit/VISA debit card or payment method.

[tonykung]

Update :

I got contacted by a csr saying that they can not give me the number i have in mind (which i have just checked still available in the number pool)and ask me for permission to activate my account with a random number.

is this the best you guys can do ? In addition , every email takes forever for a csr to reply, I submitted my request last Tuesday, I still "hang in here" after a week.

My issue number  is KMM52381999V71907L0KM

Please help me. Thanks.

[Rockdaddy22]

I'm sorry to hear that

[kclamwi]

I don't have time to deal with this anymore switched to other company today

[Rockdaddy22]

You can set your plan to change on the day the previous one ends.

[kav2001c]

Another issue seems to be difficult to change plan. If you are on an active plan the system gives a warning message that changing your plan will expire your balance and you need to pay again right away. BUT if you wait until your old plan is expired, now trying to change your plan generates an error saying you do not have sufficient funds. Problem is as soon as you try to top up, the system charges for your OLD plan, meaning you need to now either wait another month or pay twice in one month. It is impossible to get your complete 30 days of service you pay for and change your price plan. Best solution is wait 29 days then pay to change since it has least loss (only losing 1 day of paid service).

[makkahn28]

Hoping that PM will finally zapp the Remaining Bugs back to the Hole, and the PM system interface functions as advertised. This way, ALL will have Equal and Fair Use Access

[Martin]

qbellxo,

Thank you for your input. I'm sure that the Community Managers will be pleased to read your positive post.

Cheers.

[qbellxo]

I would just just like to add a little positivity to the negative comments. Ive had no problems with this service, better than most companies.

[Luddite]

---

@kclamwi wrote:
I cannot log in to my self serve either

---

@kclamwi Same suggestion as previously, plus if you were with Koodo, or Telus, and used the same email for PM go back to Koodo/Telus and use a different email address there.

[kclamwi]

I cannot log in to my self serve either

[Luddite]

@kclamwi It takes up to 48 hours for PM to respond to email. 

Can you log into your self serve account and let us know:

- is Status active

- is the plan correct

- does it show your payment

PM will resolve your difficulty but it may take a few days.

As Martin has said elsewhere: "Wait no more than 2 calendar days for a reply from customer assistance. If you do not receive a reply within 2 calendar days, or if you receive a reply within 2 calendar days without a working solution and without additional relevant questions, update this community. A community manager will then be alerted to your situation, and will work with you until your problem is resolved."

[kclamwi]

I try to activate my SIM card on Oct 14th 2015 but the phone is not working and money was taken from my Mastercard.

Up till now the phone still not working and I e-mail PM about the problem but no reply yet.

[Mansi_G]

Thanks @Martin. Another thread for same issue is floating here. 

[andressa]

Hello,

We're having some issues with my mother's account.

Last Thursday we made a payment into her account and althought it showed her owing balance as $0, the account wasnt activated.

I emailed customer service as indicated and received the following email on Saturday:

Thank you for e-mailing Public Mobile, I’d be happy to help you regarding your service. I’ve updated the account to reflect the payment you’ve made and now the services show active. Please reboot your phone and confirm service.

Best regards,

Edzer.

Community Specialist - Public Mobile team

Still, it shows "no service" on her account but when we try to make a call to a local number (my public mobile number for example) it says that "you do not have a long distance add-on".

I've already replied to the email but still nothing.

So, we've already paid the account almost a week ago and still no service.

Very disapointed with Public Mobile's lack on interest to solve this issue.

I work with newcomers to Toronto and used to tell them about Public since I'm a customer myself but no more...

[Martin]

Hi joe,

In light of how long you have waited, I am alerting @Mansi_G to your situation. She is a Community Manager. Either Mansi or another Community Manager will initiate contact with you, to work with you until your problem is solved.

Hang in there!

[Martin]

Hi Rock,

Wait no longer than 2 calendar days for a working solution from customer assistance. If there is no solution after 2 calendar days, update the community, and one of the Community Managers will be alerted, to work with you until the problem is solved.

FYI.

[joe_chen1121]

Thank you @Martin for following up. The Generic Error issue is still there. Already had several email communication with PM suport since last Friday but it is not resolved yet.

Joe

[Rockdaddy22]

I'm having this exact problem now, never had Koodo, PC or Telus before. Just waiting to hear back from PM. It truly is frustrating, but I'm being patient:)

[PublicMobile101]

I had this problem Myself and i solved it be logging into my koodo account and changeing the Email connected to the account after that worked perfectly 🙂 @Moid_I

[Martin]

@joe_chen1121,

Did you send a web mail to customer assistance about your problem? If so, when? If not, please send a web mail as problem resolution starts at customer assistance, including assigning tracking numbers to web mail.

Please keep this community updated so that we can assist you, if need be.

Thank you.

[Martin]

Hi tony,

Please wait 2 calendar days for a reply from customer assistance. If you do not receive a reply within 2 calendar days, or receive a reply within 2 calendar days without a working solution, update this community. A community manager, a PM employee, will then be alerted to your situation, who will work with you to resolve your problem.

Hang in there!

[tonykung]

Hi,

I am having issue with my sim card activation. I found my ideal phone number and tried to pay 158 for 3 month and website shows my credit card information is not right. I contacted the the credit card company and they were saying that you were not charging me just verifying my information and thus it got declined.

Would you please let me know how can i get through?

I can be reached through the email address i register on this account or you can refer to my ticket sent through the contact me link.

Would you please expedite the process? Thank you in advance for your help.

[joe_chen1121]

It is my first time with Public Mobile. My SIM is activated but I cannot login to My Account. My login page always gives me Generic Error.

   Oh no!

   It looks like something went wrong, but don't panic.

   Log out and then log back in again to continue. Or return to the Login page.

Is it a joke? Anyone can help me? I have tried different machines and different browsers.

Joe

[Moid_I]

@iamrichardflynn I am sorry to hear about your experience with Public Mobile. I have read all your comments, in one of your comments you’re pointed that you have ported your phone number from Koodo and are using same email address to access self serve as you had with Koodo account. 

In order to rectify the issue what we have to do is to change your Email address either on your old Koodo deactivated account or on new Public Mobile Self serve account. 

I am going to try to get a resolution for this issue and will update you once it is resolved. 

Thanks