Credit card was charged but PM says my account is unpaid + can't send SMS

[axe]

I signed up yesterday and transferred my number from another carrier. I'm able to make and receive phone calls and I can receive SMS, but I can't send SMS. My PM account also says it's suspended due to non payment, but I received a payment confirmation email and my bank shows that my credit card was billed. What's going on here?

[axe]

Update: I paid (repaid?) my bill and everything seems to work normally. I'm now seeing two pending transactions on my credit card, so I'll see if they both go through and deal with it at that time.

[Dunkman]

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@axe wrote:

I have an old phone kicking around but it isn't unlocked so I can't get it to connect.

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@axe 

That is fine.  You might then need to wait for customer service help.  It will likely take a few hours for response.  Might be longer than usual due to the popularity of the Black Friday deals and website issues afterwards. 

[axe]

I have an old phone kicking around but it isn't unlocked so I can't get it to connect.

[Dunkman]

@axe 

Are you able to try a SIM card in another working phone?  

[axe]

Those are all correct.

[Dunkman]

@axe 

Check your APN Settings for your phone:

https://www.publicmobile.ca/en/ab/get-help/articles/set-up-data-on-an-android-phone

That might help get your data to work. 

[axe]

I'm using the default Samsung SMS app, which doesn't seem to have a setting for RCS.

Airplane mode toggle didn't do anything.

Interestingly, data doesn't work... I'm not sure whether it ever did. I hadn't noticed until I did the network reset a few minutes ago and lost my WiFi connection.

[Dunkman]

@axe 

Are your using RCS messaging with your android phone?  Does your data work?  

Also, try to toggle airplane mode on.  Then off.  

Go to your messaging app.  Clear cache.  

If possible, you can also try the SIM card in another working phone.  This will help determine whether hardware setup issue versus PM service problem. 

[axe]

Thanks, I'll do that. I figured it must be some provisioning issue on their end, although that doesn't explain the billing problem. Looks like PM's tech infrastructure in general is a bit janky and wasn't ready to cope with the influx of new customers.

[Chalupa_Batman]

THen I'd suggest clicking on the link @HALIMACS posted and ask them to reset your network from their end. You will need to shut your phone off while this reset happens.

[axe]

@Dunkman @Chalupa_Batman @HALIMACS Thanks for the speedy replies!

I'm using a Galaxy S10e. I tried rebooting the device and removing/reinserting the SIM card. I hadn't tried the network reset but I just did that and it hasn't changed anything.

[Chalupa_Batman]

I was replying to two messages at once. LOL. Ooops.

@axe Try rebooting your phone. Also, try resetting your phone's networks. Just know this will erase all your saved wifi passwords. Then reboot. 

Also, try dialing 611 and check if it says account is active.

If all that fails, you can use @HALIMACS link to send a message to a CS Agent to help reset your network on their end. Just know being Black Friday weekend, it may take a while to get back to you.

[Dunkman]

@axe 

Does data work fine?  

Which model phone are you using?  Sometime there are set up issues with iMessage when you switch carriers.  

Might want to try rebooting phone. Network reset (this will erase any saved Wifi settings.

Public mobile website has caching issues.  Try to login again with different web browser, clear cache or incognito mode.  Your phone works partially, so your account should not be suspended.

[HALIMACS]

@Chalupa_Batman 

that seems unusual however, as the OP can both make and receive phone calls.

Receiving phone calls are usually the issue when a port is incomplete … So I thought.

[Chalupa_Batman]

It looks like the port didn't take. Take a look at the top right corner, I'll send you a number to call to have the porting triggered again.

[HALIMACS]

@axe 

have you tried rebooting your device and resetting network connections?

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