I have no phone service

[PNeilson]

I have paid my phone bill yesterday using a payment voucher and have since not had service since then. 

[Handy1]

@PNeilson @No you shouldn’t have , but I’m happy you got it all figured out finally 

[softech]

@PNeilson   So, did the agent tell you what the issue was?

but happy you are back to My Account.  You should have push for a solution and not settle for *611   🙂

[PNeilson]

@Handy1 I was able to get the rest resolved but it just toke a while and a few different customer service agents to finally have things resolved and how it should be. I finally don't need to be paying my phone bill through recharge service anymore thanks to the customer service agent and me regaining access to my account for the first time in over three years. 

[Handy1]

@PNeilson @Sorry for delay , yes happy you got the line up and running again fingers crossed you get the rest of this resolved I’m sure you will . Once you do be sure to write down email and password and remember to try incognito mode /private mode as the cache issues are terrible 

[PNeilson]

My phone number is working again from help from the customer service representative. Now just waiting for help with re accusing my account and hopefully this issue is resolved after this.

[Handy1]

@PNeilson @So you will be able to get it deactivated … just have to wait for the agents to get back to you .. sometimes there’s a delay but I typically have always had a response with in 1-2 hours once you here from one they will respond much quicker to any follow questions … just need to wait your turn from prior ticket submissions 

[PNeilson]

What hasn't been without service, I have been paying on time payments through recharge and paying my bill with a payment voucher from recharge. 

I haven't lost service I just can't text or call since I had payed my phone bill yesterday with a payment voucher and unable to check if I paid it enough to be able to use it. 

[Handy1]

@PNeilson @As long as it hasn’t been without service over 90 days then you should be able to get it reactivated 

[PNeilson]

It's been 30 minutes since I have sent a reply to the agent and nothing has happened since. 

What if my account is no longer active? 

[Handy1]

@PNeilson @For now you have a ticket started I’d wait for that and if you have made any extra payments they will be able credit / refund the difference just keep a watch on you community envelope 

[PNeilson]

I have called 611 and paid with a voucher when I was supposed to but since have not been able to text or call with my phone number. All I got was my number has been temporally suspended and need to make another payment even tho I already had and it maybe didn't go through or I didn't pay the right amount. 

[Handy1]

@PNeilson @You can 611 if your remember your pin or have to get a voucher and no pin needed 

[PNeilson]

This is my second day trying to get help from a customer service rep and it takes a while for a response. I'm starting to get frustrated and stressing about it. 

Is there a way to gain access to my account without reaching out to customer service?

[Handy1]

@PNeilson @Perfect hope you get it all resolved quickly 

[PNeilson]

I am in conversation with a customer service agent via private message at the moment

[Handy1]

@PNeilson @I think you might need support to regain access and or change email if required and copy it and password down on paper . And remember to use a new window sign in incognito / private there’s terrible cache issues with the site 

while your already here and logged in the community

• you can send a private message to our  CS_Agents by clicking here.

[PNeilson]

I have never heard of the free vouchers. 

I have a public mobile account but have been unable to log into it and at this point I can only pay using recharge voucher but I did that this last time and I can't text or call with my phone even tho paying my phone bill this way worked last time for me. 

[esjliv]

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@PNeilson wrote:

I have been paying my bill through a payment voucher from the recharge service. I have been doing it that way since I can't log into to my account. 

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@PNeilson - isn't there a charge through recharge?

Are you by any locations to obtain some free vouchers: https://publicmobile.ca/en/on/payment-voucher?

Even so, it may be best to get your My Account set up; it is the best way to get a full picture of your account status and overall management of it all.

[PNeilson]

I have been paying my bill through a payment voucher from the recharge service. I have been doing it that way since I can't log into to my account. 

[Meow]

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@PNeilson wrote:

I can't log into my public mobile account and haven't been abel to for a few years now. Since paying my phone bill yesterday I can't call or text with my phone. How would I do what you suggested if my account is suspended? 

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So how do you pay your bill then? By voucher all the time?

If you have problem getting into your account try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

Or contact agent to assist you.

[softech]

@PNeilson you have no access to My Account, for quick fix, following for @esjliv suggested. 

But for long time fix, open ticket with PM support and have them to help with the login issue.  It is much easier to have access to My Account and check it visually

1.  Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗" 

2. if you have problem with Chatbot: 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

[esjliv · Accepted solution]

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@PNeilson wrote:

I can't log into my public mobile account and haven't been abel to for a few years now. Since paying my phone bill yesterday I can't call or text with my phone. How would I do what you suggested if my account is suspended? 

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@PNeilson - can you call 611 from your phone to check the status, OR # 1-855-478-2542 or # 1-855-4PUBLIC from another line to also check the status this way.

Have you ever created a My Account before? If not and you are a current customer (have been active within 90 days and have not ported out to another provider)...well even if you once created an account before, but still having issues... you can submit a ticket here to: Create or forgot My Account email or password link

edit

[Handy1]

@PNeilson @You should try logging again incognito mode private mode there are cache issues 

[PNeilson]

I can't log into my public mobile account and haven't been abel to for a few years now. Since paying my phone bill yesterday I can't call or text with my phone. How would I do what you suggested if my account is suspended? 

[softech]

@PNeilson can you login to My Account and confirm if your account status is Active?

If it is Suspended, check if the money is showing up in Available Fund.  if that is the case, click Reactivate my plan once.  PM will use the money in Available Fund to reactivate

[Handy1]

@PNeilson @@@Try rebooting phone 

if you need support 

Getting support / submit ticket

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here                 

Or while your already here and logged in the community

• you can send a private message to our  CS_Agents by clicking here.