Cannot access moderator to get unlimited incoming calls.

[martymuskeg]

I have Canada wide 100 calling.  Which simon says is 100 outgoing minutes and then unlimited incoming minutes.  In fact the plan worked like that for a few months now does not, and I am getting cut off from phone use long before I have 100 outgoing minutes.   I tried to submit a moderator request, but I had to Login again, and I couldn't use my username and PW combination despite doing it again and again and having just logged into my account.  I selected change your password, but I have not received the email for that despite trying again.  

Please help.  

Stacey

[esjliv]

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@martymuskeg wrote:

I have Canada wide 100 calling.  Which simon says is 100 outgoing minutes and then unlimited incoming minutes.  In fact the plan worked like that for a few months now does not, and I am getting cut off from phone use long before I have 100 outgoing minutes.   I tried to submit a moderator request, but I had to Login again, and I couldn't use my username and PW combination despite doing it again and again and having just logged into my account.  I selected change your password, but I have not received the email for that despite trying again.  

Please help.  

Stacey

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Hello @martymuskeg 

After you selected change you password, did you check your JUNK folder for any emails?

Is it possible you never registered for a Self Serve account? If not, you can do that here: https://selfserve.publicmobile.ca/self-registration/

Does the Plan Minutes show up on your Overview TAB in your SELF SERVE account?

IF not, than that usually means you used them all up.

Buy the $5 Canada-wide addon for 500 minutes - great buy!

If you previously did registered for a Self Serve account, then yes, only CSA representatives can get you back in, if the Forgot your password option is not working.

https://www.publicmobile.ca/en/bc/get-help/articles/contact-a-moderator

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Customer Support Agents (CSA)

[Anonymous]

@martymuskeg 

you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

Here’s how to contact Customer Support Agent by CS_Agent,

• you can send a private message to Customer Service by CS_Agent, by Click Here. 
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Service by CS_Agent, will Response by private message to you inbox
   Check your private message inbox (click on the envelope top right of your screen)

         Good Luck

[Anonymous]

@martymuskeg 

i suggest you can try it for a different Browser
and do clear cache and cookies for any Browser,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

for microsoft edge how to update your browser visit Here 

and Restart your computer, is will help a lot,

and if you use a home internet please do one thing take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

you can Change Your Plan online,

When you’re changing your plan, you can choose to change immediately or at your next plan renewal date. To change your plan: sign in to Self-Serve, select ‘Change Plan’ on the Overview page, select the plan you want, and scroll to the bottom of the page.If you’re looking to apply a promotion to your plan, learn how you can do that here.

Changing your plan on the next plan renewal date 

We recommend you choose this option because it allows you to use the services you have already paid for until your next plan renewal date. Here are some things you should know about this option:

• If you choose to change your plan on your next plan renewal date, the amount owed will be automatically updated.
• If you have AutoPay set up, the amount of your new plan will be charged on your payment due date.
• You can cancel a future-dated plan change at any time by clicking on the ‘Plans and Add-Ons’ tab and selecting ‘Cancel Order’.
• Any earned Rewards will be applied on your next renewal after the plan change.

Changing your plan immediately

You may choose to change your plan immediately if you have used all or most of your services, or if your account is suspended and you would like a different plan. Here are some things you should know about this option:

• There must be enough funds in your account to cover the full amount of the new plan.
• A new payment cycle starts when you activate your new plan.
• Your plan will not be prorated, which means that any days remaining in your current payment
• Any earned Rewards will be applied on your next renewal after the plan change.
• If your account is suspended – changing your plan is a 2-step process, so be sure to complete both steps or you may be left with partial or no service. Step 1 initiates the change, and step 2 reactivates your account via making a payment (if necessary).
  1. Make sure to review your details carefully before changing your plan - Once you click “Yes, change my plan”, all features from your current plan will be lost and the plan change will be completed, even if you do not make a payment in the second step.
  2. Top up your account with sufficient funds to reactivate your service - Since we are a prepaid service, you need to have the funds available for the plan change to fully take effect. If you only have partial funds in your account, or if you do not complete payment after changing your plan, you may be left with no or partial service. We have introduced several warnings to ensure you don’t leave the page without topping up, but figured we should mention it here as well. Note: If you have sufficient funds to cover your new plan,you won’t be taken to the payment menu.

What will happen if my payment wasn’t completed?

In this scenario, your account could still move from suspend to active, re-starting your plan cycle and potentially only reactivating a portion or none of your services. If you find yourself in this situation, simply go to the “Payment” tab in Self-Serve, choose “One Time Payment”, and opt to pay the “Amount Due”. This will cover the new plan cost less any partial payment that was taken. After successful payment, your services should be fully reactivated. If your services aren’t restored,please start a conversation with our virtual assistant, SIMon, to submit a ticket to Customer Support Agent by CS_Agent, click  here.