Calls and texts not working, error msg says not incl in plan

[fsimpson]

Hi,
I've been with public mobile for about 6 months now, but for the last week and a half I haven't been able to make or receive calls or texts. Data still works. Everytime i try tk text or receive a text from another phone, an error message is texted to me from public mobile (611) saying that I do not have texts included in my plan. Similarly with calling, the call doesn't go through if called from another phone, and if I try to call, an automated message plays that says I don't have calls included in my plan.
None of this is correct: i am paying $50 a month for provincial calling and international unlimited texting - my account page confirms this. I have since added $50 of credit to my account to make sure that wasn't the problem.
The issues started after I contacted PM through their help service about getting $15 credit put back on my account after the 400min intl talk package I paid for didn't work for the country I needed (australia).
This is extremely frustrating. I can't reach public mobile directly to solve what is clearly a technical issue on their part as they don't seem to have a contact phone number. I had to send a second email through their help system today as my first one simply never got a response (sent on the 28th apr)
I really hope I get remunerated for the weeks of service I've been paying for but haven't received.
Thank you for any help
Fraser

[srlawren]

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@Blackrose wrote:

I'm having the same problem. Been with Public Moble 6 months on the same talk and text plan and all of a sudden when I try to make a call it tells me talk is not included in my plan. I need this fixed ASAP I'm a working that's on call I need my phone to work at all times. 

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@Blackrose if you haven't already, please first try rebooting your phone, and if it still isn't working, please follow the instructions below to contact the moderator team for assistance.

How can you get help with your account, activation, or service?

• Please contact the Community Moderator Team to get gelp with you account.
• They are Public Mobile support employees who can help with your issue (More details).
• Click here to send them a private message.

In your message please include:

• PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

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• Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

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• There is no need to send multiple messages.

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[Blackrose]

I'm having the same problem. Been with Public Moble 6 months on the same talk and text plan and all of a sudden when I try to make a call it tells me talk is not included in my plan. I need this fixed ASAP I'm a working that's on call I need my phone to work at all times. 

[srlawren]

Hi @theadvenger, sorry to hear you're having problems.

FYI I have edited your post to remove your personal info (phone number) as per community guidelines.  These forums are completely public and everyone can see info you post, including Google.  Please do not post any personal info in the community.

The exception is that when you need help for issues like this, you should send a private message to the community moderator team for assistance by clicking here, and definitely include your phone number along with a description of the issue.  They will be able to help you with this.

[theadvenger]

Hi I am having same issue.

778-xxx-xxxx

[Mary_M]

Of course I can, please view your messages! @Carter2968

[Carter2968]

Hi, I'm having the same issue. Mary could you please assist me. Thanks

[Mary_M]

You're very welcome @fsimpson 🙂

Cheers,

Mary

[fsimpson]

Hey Mary,
Sorry I was out of wifi for a moment. Just managed to test it with an incoming text and its now working. Haven't tested calls yet but I assume theyre working also.
Thank you very much for you help!
Fraser

[Mary_M · Accepted solution]

Good afternoon @fsimpson,

Thank you for bringing this to our attention!

I understand how frustrating this type of situation can get but I'm here to help. Can you please view my private message, as I have provided you with some updates?

Respectfully,

Mary

[xCameron94x]

I had the same issue, but this was when I first signed up for PM. I got a message saying that I did not have texting for my plan. After logging into self-serve, I had to re-add texting, and then everything was fine. Not sure if it says if you have texting or not in your self serve account, but always worth a double check

[Samianauman]

Contact mod dept they will help you with the process
In your private message to any moderator include whatever bits of the following info you have:
* PM account email address
* PM phone number
* PM SIM card number
* Detailed explanation
* Community Moderators are available from Mon-Thursday 9am(EST) to 9pm(EST) and Friday, Saturday, and Sunday from 9am(EST) to 5:30pm(EST)
Here is the link for how to contact moderators http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updiated-Contacting-our-Community-Moder...


Click on the link you will get all details

[fsimpson]

Ok, will do. How do I find a mod?

[NDesai]

Hi, 

Sorry to hear that calling and texting is not working for you. Send a private message to one of the mod with your account number and phone number. They will take a look at your account.