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Help me please to get back to Public Mobile

Denlac
Good Citizen / Bon Citoyen

Hi, I have been in USA for the last 5 months. I used the usa option for the first week but it was not working. I did put $ in my account in November 2021 to keep it activated. I had to put $ on March 12, but I totally forgot. Now I can not access my account to put more $ in it so I can use it again in May 2022 when back in Canada. All i find is that i need a new account and a new Sim card. The sim card is the main problem, since I am in USA. How can I reuse the same Sim card that is still in my phone? Is there anyway that I can have a way to reactivate my account and the one of my wife while we are in USA?  I know that I forgot about my account, but there is certainly a way for a senior support to access my 2 accounts and help us.

1 ACCEPTED SOLUTION

Accepted Solutions

Meow
Mayor / Maire

@Denlac wrote:

I know that I forgot about my account, but there is certainly a way for a senior support to access my 2 accounts and help us.


You can always talk to agent and ask for leniency but I would not hold my breath for any positive resolution.

After 90 days of no payment, your account(s) would be closed, number returned to a pool of available numbers and probably already taken by new customer.

If that is the case, you should buy new SIM (there is a good deal from CCS - $1.99, free shipping) or activate new plan at Walmart and get free SIM.

 

Again, talk to agent, maybe they can do something for you; never hurts to ask.

Send a private message to the CSA - agent by clicking Here

View solution in original post

27 REPLIES 27

Yummy
Mayor / Maire

Main question is: were your account suspended for no payment for 90+ days?

If yes, your account is closed forever and phone number reassigned.

Did you pay full plan cost for these 5 months, month by month or at least every other month?

If your account is closed you have to start from scratch: get new SIM, activate, get new number, etc., etc.

a little bit more details of your payments are needed to know exactly where are you with account.

softech
Mayor / Maire

@Denlac   After 90 days non-payment, the account would have permanently closed and your old number was returned to the original provider , ie, you lost the number

 

To use the service again, you will have to get a NEW sim and activate as a new account with a new number

Your option to assure you have phone service right a way when you are back in May is to have a friend to get a new SIM for you, activate the service with a new number and either send you the new PM SIM ( but could lost in the mail) or give it to you in person  when they see you back  in Canada

 

Your other option is to get a VoIP app , like TextNow as a temporary solution until you have time to activate the new line when you are back.  TextNow is an app, but it gives you a regular phone number.  You can use it like a real phone except you need Wifi and you answer all calls via the app on the phone.

 

Hope this helps

 

darlicious
Mayor / Maire

@Denlac 

Unfortunately if you missed the 90 day deadline there is no way to recover your accounts once they are cancelled and deactivated. I've been in your shoes and missed by one day! If your phone numbers were originally from the telus family then there is a chance that customer support can retrieve your phone numbers from the hold numbers pool. If they originally came from any other provider they have been released back to them.

 

Where are you in the US? Do you have family or friends in Canada that can forward you pm sim cards? They would probably need to be activated in Canada first. Where will you be returning to when you arrive back in Canada? Purchasing ahead of time from Canadian Cell Supplies either stand alone SIM cards currently on sale for $1.99 or an activation bundle with 20% off your first month and a free SIM card and having them shipped to your Canadian residence may be your best alternative.

 

 

 

 

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Meow
Mayor / Maire

@Denlac wrote:

I know that I forgot about my account, but there is certainly a way for a senior support to access my 2 accounts and help us.


You can always talk to agent and ask for leniency but I would not hold my breath for any positive resolution.

After 90 days of no payment, your account(s) would be closed, number returned to a pool of available numbers and probably already taken by new customer.

If that is the case, you should buy new SIM (there is a good deal from CCS - $1.99, free shipping) or activate new plan at Walmart and get free SIM.

 

Again, talk to agent, maybe they can do something for you; never hurts to ask.

Send a private message to the CSA - agent by clicking Here

Denlac
Good Citizen / Bon Citoyen

There should not be any Bravo because the right solution should be to communicate to the client before closing the account and give the client a chance to coma back to this service provider. Now I am gone, so who is the winner since I am not bringing money anymore in contribution to grow the number of clients. So this is not an acceptable solution to me.  The bravo should come from me if I am satisfied witch is not the case.  You are a providing the info as it is in the company rules, so no bravo for that from my point of view....

 

Denlac
Good Citizen / Bon Citoyen

There should not be any Bravo because the right solution should be to communicate to the client before closing the account and give the client a chance to coma back to this service provider. Now I am gone, so who is the winner since I am not bringing money anymore in contribution to grow the number of clients. So this is not an acceptable solution to me.  The bravo should come from me if I am satisfied witch is not the case.  You are a providing the info as it is in the company rules, so no bravo for that from my point of view....

Denlac
Good Citizen / Bon Citoyen

I did not accept this solution OK

 

 

@Denlac   You can go back and click "Not a solution" on that if you don't think it is

In terms of bravos, while you can give your bravos yourself to any posts, other members can also bravos any replies that we think helpful.  

 

In your case, it looks like your account has been suspended for over 90 days, if that is the case, getting a new SIM and activate a new account seems to be a valid solution and the chosen solution would be a correct approach in your case or for people with similar situation.

 

However, there is a slim chance PM Support can assist as couple of us suggested, did you try?  You have started this post on April 3 , we replied with what you should do next but you never come back to update us what you did or if you tried what we suggested, it's hard for us who try to help.

 

If you have not done so, please open a ticket with PM Support and have them to clear up the situation.

Again, if in the unfortunate situation that  your account was closed due to non payment for 90 days and PM Support is unable to assist you with getting back your number, you will have to activate a new line then

Meow
Mayor / Maire

@Denlac wrote:

I did not accept this solution OK


Most likely it was handled by Oracle if OP does not provide feedback within reasonable time.

Based on your initial post, I did provide proper suggestion which was accepted.

I do not think PM will accommodate you and restore your account because of your circumstances.

Rules are very clearly written: no payment for 90+ days, account gets closed, number lost.

As I mentioned, it does NOT hurt to talk to agent, so please do that.

 

We are customers like you and we try to assist each other. You can voice your opinion talking to agent regarding PM policy.