For a friend: phone with service fried, account on hold

[JohnSmith1882]

As some may remember, I posted a few days ago about my friend (for real, it ain't me!)

I was able, as it was the thing we chose to do, to end the automatic payment from my friend's account after I could use the only way possible to complete the 2FA (voicemail). Since then, my friend way able to obtain another device (one that actually can get eSIM, this time... the first backup phone is so old, it is hard for my friend to do anything with it as far as apps go) and would like to renew for a month, at the very least. The e-mail address associated with the account CANNOT be logged in and the number right now is sort of on hold: when I call the number, it says "1B1 : The client you're trying to reach is not available at this moment. Please try again later" twice then hangs up.

I'm in a catch 22 for the moment and looking for suggestions, if not resolution.

[JohnSmith1882]

Do you, or anyone else, know the working hours of these agents (ET)?

[hTideGnow]

hi @JohnSmith1882 

yes, use one that your friend wants to link with PM account from now on

[JohnSmith1882]

So using a valid, usable email address ("the correct" one) to create a community account. It differs from other kinds of accounts here?

[hTideGnow · Accepted solution]

hi @JohnSmith1882 

your friends need to first sort out the login with PM CS agent.  Ask agent to link the account with the correct email.  But your friend needs to use that email to start a PM community account and message CS agent himself  (you cannot open ticket on behalf)

so, ask him to start the community account and message :          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to  Community inbox within 2 to 4 hours, please check  inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage