Extremely FRUSTRATED

[Craig007]

I dont know who to contact ....my line is not working. Which is costing me revenue. Customers have my number and cannot reach me. I need my telephone number which I've had even before public mobile came around. Please contact me to solve this asap

[dust2dust]

There is another "trick" of adding more money but you probably aren't interested in that idea at this point.

The other ticket verfification method is your 4 digit account pin which I prefer. Lastly answering a bunch of questions. Some people do fine with the private message method too.

[Craig007]

Brother I try  submit a ticket again, it requires a verification by text in the end  I cannot receive text, plus it wont accept my email, they have on file!  This is so pointless bro. I can get into my account with email but to get help it wont recognize email. Never seen a company with such a screw up system. I'm sure I'm not the only one this is happening to. Hopefully is people leave the company in droves they will give better service.  All the best bro. They can keep the number.

[LitlLdy]

@computergeek541 ,  can you please link these 2 accounts together My line is not working  (same issue)

[hycm53]

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@Craig007 wrote:

Brother did everything possible. I email cs to. 2 hours ago, still no response. I use other phone, do everything possible. Cannot even get 611. ONLY DATA WORKS.

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What plan do you have? Is it $15 plan? If it is then you may use up 100 minutes talk since you wrote "ONLY DATA WORKS."

[softech]

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@Craig007 wrote:

I tried this morning. Chatr told me if I cannot receive text they cannot port

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@Craig007 

you are trying to port out? let's get  the account working first.

again answer my questions earlier if you want to get thing done.  

You can be writing to show your frustration all day but nothing will get resolved if you refused to be helped

[Craig007]

I answered all questions bro, tried new phone, reset all settings, I'm very versed with phones, contact Cs, I showed you screen shot. What other questions I need to answer? What I'd number I need for porting?

[softech]

@Craig007  anything in the inbox?

can you try to open a ticket with supprt using chatbot?

Please open ticket via Chatbot (requires access to My Account): click this  Chatbot Ticket Link 

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question.  Finally use My Account login or 4 digits PIN to validate.

[LitlLdy]

@softech , I see you’re trying very hard to help & asking some good questions but Op isn’t answering any of them! I’m not sure what can be done without the questions being answered! Sorry 😕

[softech]

@Craig007 my friend, I can tell you that you won't loss your number.  You either open ticket with support again as I advised above and check Community inbox and work with support , or you answer our questions and you will get your issue resolved.  It is usually not support not answering, but usually just people get too frustrated and not slow down and work together

So, with open ticket with support or try to work with us.  We all want to help 

[Craig007]

 see??

[Craig007]

I appreciate you trying to help though, but honest 2 days line just wont work???  Cannot port to other provider....Cmon.....how ridiculous is this, will lose my number after 10 years.....theyvaint trying to help one bit

[Hollister]

@Craig007 

Log into self service and see if your account is Active? Maybe your autopay failed on your renewal date?

[softech]

@Craig007   there is no email to CS support.  did you message them?  better to use Chatbot to open ticket

if only data works, may I know what phone do you have?

[Craig007]

Brother did everything possible. I email cs to. 2 hours ago, still no response. I use other phone, do everything possible. Cannot even get 611. ONLY DATA WORKS.

[softech]

@Craig007   how  you contacted CS support?  did you check your Community inbox here https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage  ?

But we, customers like you, will try to help as well

Give us more information and we will try to help:

So, you have login My Account and confirmed the account status is active?

can you make calls? can you receive calls?

how about data?

do you see the phone able to connect to PM network or not able to connect?  Any error message on the status bar like NO SIM? No Network? Sim not provisioned?

did you try to use your phone in another area in case it is just a local network issue?

did you try your PM sim card in another phone in case it is a device issue?

And again, did you use one of the way to open ticket?  I suggest you to open a new one anyway:

1. Please open ticket via Chatbot (requires access to My Account): click this  Chatbot Ticket Link 

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question.  Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: 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

[Craig007]

Thanks

[pmva]

@Craig007  As this is urgent, I'd start a ticket with CS Agent who are employees of PM.  We can offer suggestions but that troubleshooting will take time and can be hit/miss depending on what we understand to be the problem.

You can contact an agent using the chatbot.  Type "agent" and click contact us to go through the wizard.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If for some reason they don't respond to the ticket, you can try to send an email directly to the CS Agent here.

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

Here is a help article about how to contact the CS Agent.

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[HALIMACS]

@Craig007 

Try something else - login to your self-serve account and try labeling your service as "lost / stolen". Then log out of self-serve. Then log back in and remove that designation.

Then reboot your phone.

Does that reestablish a network connection?

If none of the above, to contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here to create a support ticket, or, 
2. Send a private message to Customer Support Agent by clicking here.  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[hTideGnow]

HI @Craig007 the call problem only since today?

[HALIMACS]

@Craig007 

You're definitely certain when you say data works you're referring to mobile data and not local wi-fi, correct?

Have you checked to make sure your phone is not blacklisted? Unlikely, but it has happened to many:

https://www.devicecheck.ca/check-status-device-canada/

[softech]

@Craig007   if you dont' mind, try to Preferred network trick first

as to open proper ticket with support, here you are:

1. Please open ticket via Chatbot (requires access to My Account): click this  Chatbot Ticket Link 

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question.  Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: 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

[Craig007]

How do I contact moderator?

[softech]

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@Craig007 wrote:

Outgoing calls dont work, incoming text dont work, or outgoing. Only data works.

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@Craig007 again, please try to change the Preferred network or Network type to 3G and let us know if the phone connects to the network at all

as tell message "moderator",  did you send to the correct person? moderator is now called CS_agent

[Craig007]

Not even 1 moderator has responded

[Craig007]

I dont know what public mobile has come to

[Craig007]

I reset everything. Obviously if data works, apn etc is fine. I cannot even call 611 !!!

[Craig007]

Outgoing calls dont work, incoming text dont work, or outgoing. Only data works.

[softech]

@Craig007   ok., then check couple things

1. does outgoing call work?

2. data work?

and try this:

change the Preferred network type to 3G only  or WCDMA only  and see if you can make and receive calls under 3G/WCDMA

[Craig007]

I even have extra funds in account

[Craig007]

I did all this man, nothing. It is not suspended