Bill's been paid but no service

[Ann-young]

Hi Public Mobile, 

The bill has been paid but i am not getting service. The bill was deducted from my mastercard. I tried looking for the phone number for customer support but there is none. 

As a customer this is very very frustrating. Please respond so we can figure this out. 

Thank you, 

[Ann-young]

Hi there softech,

The account status is active, The bill has been paid as this is a is monthly plan so it's automatically deducted from my mastercard. I did see the payment go through in Sept. Other phones work (Telus) as others can use their cell phone. The account was not suspended at all. 

My son is trying to help me resolve this as I only speak cantonese. I tried calling 611 and it says it's deactivated as well. 

[softech · Accepted solution]

@Ann-young   First , login to My Account and confirm if the account status is Active

and you just paid the service for a suspended account?  or you paid earlier, was working and then just stop working?

Any error message shown on the phone status bar on top?. like No Network? No Sim? SIM not provisioned?

did you try your phone in another area?  This can confirm if it is a local network issue

If you really need to engage PM support:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[Ann-young]

Will give this a try, thank you.

[Ann-young]

Who will be the contact moderator?

[Community_QA]

@Ann-young   try rebooting the phone? try pull the sim card out ?

[DDM69]

Hi Ann, 

Hopefully you knew when you signed up that Public doesn't offer customer service by phone.  You can ask a question here on the community site and other customers can offer help.  Or, you can contact a moderator to look into your issue.