611 and account doesn’t work

[pretz99]

My daughters phone suddenly won’t work called 611 says go to website.   Can’t login to website to see what is wrong.  Can’t reset password.  Created this account to even posted for help.   

[dabr]

@pretz99   You said the link worked?  Or you're still  stuck?  Try using another browser if you're still having problems.  Chrome or Edge perhaps?

Edit: @dust2dust   Yeah, I didn't see the reply either until just now.

[hTideGnow]

HI @pretz99   Message PM support to open ticket then:

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

[pretz99]

I did message using the link provided.  Not sure if it a Mac Safari thing not letting me continue 

[dust2dust]

 @dabr : Thank you. Yes I saw that he got it after I typed. The link in JK8's earlier reply also works.

[dabr]

@pretz99   I just tried the link and it opens to a message box that you can type your issue in and one of the CSA's will respond and ask you to verify the account.  Response time is usually within the hour but can take longer sometimes.  Keep an eye on the envelope icon top right for their message to you.

@dust2dust  the link works..

[dust2dust]

Do you get a ugly red error when you click that link provided? If so then click on your diving board avatar and settings and preferences and private messages and then check on private messages.

[pretz99]

Awesome.  that link worked. Thank you

[pretz99]

No 611 says go to website

Website says can't log you in

Ticket says I need to be login in

Private message page is not a message page it does nothing

[dabr]

@pretz99    Send a private message to CS_Agent using this link:  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[pretz99]

I can't.  It is like no one works there

[dabr]

@pretz99   If she is on the $10 plan, then that's been an issue for other renewing their service after the price hike came into effect on April, 20th.   Are you able to purchase a voucher and load the funds by dialing 611 on her phone? 

Once you've added the extra funds, then her account should reactivate.  Otherwise you'll need to submit a ticket to customer support as advised earlier to gain access to her account and then manually add the $3 and click the Reactivate button and log out and reboot the phone.

[dust2dust]

Then the account hasn't been affected by the price hike yet.  So something else is very wrong. Have you got in touch with the support people?

[pretz99]

As for ticket.  Can't do that either because the account is locked out, and it will not reset my password, and thus I can't get a help ticket

[pretz99]

I would love to talk to an agent or message someone.....

BUT when I private message it takes me to a page that says private message.  But you can't do anything on that page, nice.

As for ticket.  Can't do that either because the account is locked out, and it will not reset my password, and thus I can't get a help ticket

[pretz99]

I did call.  It says I have a zero balance and next payment is May 26

[pretz99]

no it doesn't  ring and goes directly to voice mail

[pretz99]

Yes she is on the 10ish can't remember if I could login would know , but the 1-855-4PUBLIC says she has a zero balance and next payment is May 26

[dabr]

@pretz99   What plan is your daughter on?    There have been autopay failures for other customers who have been on the $10 which recently got an outrageous 30% ($3) price hike effective April 28th and in those instances topping up the account with an extra $3 allowed for those accounts to be reactivated.  

[popping]

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@pretz99 wrote:

My daughters phone suddenly won’t work called 611 says go to website.   Can’t login to website to see what is wrong.  Can’t reset password.  Created this account to even posted for help.   

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@pretz99 

Use another phone to call your daughter's phone number.  If her phone number rings on the other end, some bad guy may had hijack her number.  Quickly, call her bank and cc to stop all transactions before the bad guy clean out her accounts.

[hTideGnow]

Hi @pretz99   Did you try calling 1-855-4PUBLIC and what does it say for your phone number?

Do you remember if today or last couple days is the plan renewal day?  Maybe the Autopay failed and account suspended?

[dust2dust]

Did you somewhat recently deal with a possible credit card problem?

[JK8 · Accepted solution]

@pretz99 

 Contact a CS Agent:

Contact our Customer Support Agents:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

[JL9]

If the usual avenues are not working for you, you can either ope ln a ticket through chatbot or private message CS_Agent