I need a mod NOW!!!!

[Sales_guy]

I need a MOD NOW!!!!  Please get back to me

[darlicious]

@Sales_guy 

If your phone was blacklisted it can take up go 48 hours for it to be unblocked. How and why that came about is unusual but you probably have an inkling as to how that came about.

Being forced by public mobile to make a top up paynent via a voucher indicates there has been a serious issue with your regular form of credit card payment. Either a chargeback or a card being reported lost or stolen within the 24 hour period of your last payment going  thru.....again you probably have an idea of what the issue was that caused that.

[Anonymous]

 @computergeek541 : Just grasping at straws. The company isn't just going to up and block an account out of the blue. Or need to go to such extremes to identify the account holder. It's why I ask about what started the problem. But of course no one is going to cop to yeah I tried to do a trick end run around the company to defraud them and got caught. Certainly not saying this is what happened in actuality, I just wonder what prompted the company to act.

[computergeek541]

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@Anonymous wrote:

Hmm yes like the other guy the other day...what was the source of the problem? What did the customer do or not do?

 @Sales_guy : Did you perchance recently buy a used phone? I think this is where computergeek541 is headed. Have a look at devicecheck.ca with your IMEI. Not that it's conclusive. Or even the checker under Get Started up top and scroll down to a little arrow to open up the checker here.

---

Devicecheck.ca sometimes has a delay of a couple of days. When carriers do sometimes block the IMEI of a device, it's usually internally within the same carrier/ccompany.  Some carriers have got into some trouble before for this as the IMEI is only supposed to be placed on the database of blocked IMEI numbers when a device has been stolen from the distrubution channels or if the customers reports the phone as lost or stolen.  Especially, when it comes to Public Mobile, they have no claim on this device as it would be owned by the user.

[HALIMACS]

@Sales_guy 

Here's the information article dealing with what  @computergeek541 is referencing:

https://www.publicmobile.ca/en/bc/crtc-wireless-code

Here's more information on them:

https://www.ccts-cprst.ca/about-ccts/overview/a-short-history/

[Anonymous]

Hmm yes like the other guy the other day...what was the source of the problem? What did the customer do or not do?

 @Sales_guy : Did you perchance recently buy a used phone? I think this is where computergeek541 is headed. Have a look at devicecheck.ca with your IMEI. Not that it's conclusive. Or even the checker under Get Started up top and scroll down to a little arrow to open up the checker here.

[computergeek541]

@Sales_guy 

The CRTC does not handle dispute betweeen consumers and carriers. For that, you need to contact CCTS if you can't get things fixed through Public Mobile.

As for blocking your IMEI, Public Mobile has no claim to your device. The national database of blocked IMEI numbers is supposed to mainly be for devices that are reported lost or stolen by the phone user. Have you tried another carrier's SIM card in it?

[HALIMACS]

@Sales_guy 

The only way that I can figure Public Mobile would need to do this as if the registered account/SIM/device was reported as lost or stolen or hacked -or- a payment chargeback was made by the customer of their credit card provider, thus Public Mobile would suspend service until the customer clears up the payment issue.

[Sales_guy]

@HALIMACS It's not a good situation at all.  I've rebooted my phone over 70 times in the last 15 hours in the hopes that it was reset.  I can't log into my self-serve account until they release it, of which was already supposed to be done yesterday.  The message below: 

"Sorry, your login has been disabled. Please visit the online Community at publicmobile.ca/community for assistance."

I'd submit another help ticket, but I feel any hope is on the one that I originally started working on this.  I've been keeping track of times and the conversation, and reposting it into the conversation every message as they keep asking to verify you.  I'm just annoyed with that at this point.  

I'm keeping track of everything for a CRTC complaint as well, this is unacceptable from a Canadian company IMO.  

[HALIMACS]

@Sales_guy 

This does not sound like a good situation. Try rebooting phone, turning airplane mode off and on.

When you log into your self serve account, does this status show as active?  And is the voucher payment you submitted showing under your recent transactions?

If it doesn't, is there a reactivate button displaying? If so, try tapping it.

[Sales_guy]

I've been without my phone now for 24 hours as the account was locked out and the device IMEI was blocked by public mobile because of a payment issue.  I submitted a help ticket, confirmed who I am, and learned that they needed payment by voucher code from a third-party website.  I complied and sent the voucher to the mod taking care of it.  He told me that it was now applied to my account and that fraud would be releasing the account and IMEI.  

After a half-hour or so I asked how long does it take for the hold to come off so that I can correct the problem that put my account on hold in the first place.  I got the response of a "couple of hours".  As I'm writing this, we are rounding hour 15 post-payment, I don't have service, and I can't work.  They will not respond to the ticket, and I don't know what to do.  I just need my number unlocked so I can move it to another company after this.  

Has anyone else experienced this problem? Advice? I'm at the edge of my sanity and now I'm losing clients from this.

[Anonymous]

 @darlicious : I saw that earlier and thought hey wait. Got distracted. Forgot about it. Nice pick up.

[darlicious]

@Sales_guy 

Are you sure your account is not compromised? Have you asked the moderator to check the last four digits of your sim card in your account to the ones in your phone? The only other reason you can't call 611 is account deactivation or sim swapping.

[RosieR]

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@Sales_guy wrote:

https://www.recharge.com/

https://www.scamadviser.com/check-website/recharge.com

---

@Sales_guy recharge.com is ok.  I think the reason the moderator recommended this site to buy a voucher because it is a faster way to buy a voucher to get your account reactivated,.

For a small fee, you may buy a voucher from recharge.com .  You will see your recharge code directly on the page after completing your payment.  They will also send it to you via email within 5 minutes after ordering.  Sometimes email ends up in your spam folder. Please make sure to check it, so you can use your code as soon as possible.

RosieR

[computergeek541]

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@Sales_guy wrote:

https://www.recharge.com/

https://www.scamadviser.com/check-website/recharge.com

---

I've purchased from recharge.com brefore. You can pay them by Paypal. Recharge.com will do nothing but e-mail you a voucher code. 

[Anonymous]

 @Sales_guy : Recharge is fine. It's an online voucher vendor. But make sure the "mod" you're talking to has the blue MOD icon next to their username.

[Sales_guy]

https://www.recharge.com/

https://www.scamadviser.com/check-website/recharge.com

[RosieR]

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@Sales_guy wrote:

There's something going on, I think Public Mobile itself has been compromised too.   I'm dealing with a mod and got sent to a sketchy payment site

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@Sales_guy and which site is this?

[Sales_guy]

There's something going on, I think Public Mobile itself has been compromised too.   I'm dealing with a mod and got sent to a sketchy payment site

[Luddite]

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@Sales_guy wrote:

It won't even let me call 611.  Irony at its finest.  Can't do forgot my password, cant call 611.   Called the bank and I think I got a help ticket through though

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@Sales_guy  If you cannot call 611, there is a good chance your account has been compromised; check any PayPay/bank accounts that use your phone number as 2fa  authentication for unauthourized usage.

Given the criticality of guaranteed service for you peruse these for some ideas: 

1. A business voip service seems to offer the best balance of dependability and price BUT I am not an expert just an interested bystander on business service.Some reading on this topic:

VOIP: https://top5voipproviders.com/ca/   and https://www.gonevoip.ca/

2. STILL WANT PM for the price: https://productioncommunity.publicmobile.ca/t5/Getting-Started/100-SERVICE/m-p/183753#M33693

[Anonymous]

I was start to finish in just over an hour this morning. But resolution time could depend on problem complexity too.

[hTideGnow]

@Sales_guy  have you opened a ticket yet ?  It can be quick in terms or response time.. yes.. it's ETA is 48 hours, but many time, they reply within an hour or two.

[Sales_guy]

Only thing I can do is text from Imessage from my email while on wifi, everything to do with my number is locked out

[Sales_guy]

It won't even let me call 611.  Irony at its finest.  Can't do forgot my password, cant call 611.   Called the bank and I think I got a help ticket through though

[computergeek541]

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@Sales_guy wrote:

Hey, thanks for the links.   I really hope that a mod gets back to me.  

Because my account is locked out, I can't access my phone. Because I can't access my phone, I can't have my bank send me the two factor authentication to log into my banking and see what the last charge was. Because I can't get in and see what you were last charge is, I therefore cannot submit a help ticket to unlock my account. It's a vicious circle

---

When submitting a ticket, there is a option that can be selected to tell the ticketing system that you can't log into your self serve account. It then asks for your account PIN.

[HALIMACS]

@Sales_guy 

So you lost service.   

All services,  both calling and texting, in and out?

Any data functionality?

[Sales_guy]

Hey, thanks for the links.   I really hope that a mod gets back to me.  

Because my account is locked out, I can't access my phone. Because I can't access my phone, I can't have my bank send me the two factor authentication to log into my banking and see what the last charge was. Because I can't get in and see what you were last charge is, I therefore cannot submit a help ticket to unlock my account. It's a vicious circle

[Triguy]

Try the forgot password link.  Also try using a different browser and incognito mode.  Try clear ING your cache and cookies then reboot.

[Anonymous]

 @Sales_guy : While you figure that out...what are you needing to do in your account?

You can use the 611 service and your 4 digit PIN to make payments from a valid pre-registered payment card. You can also buy vouchers in many stores or online and redeem them in the 611 service (no PIN needed). You can also use the Instant Top-up method in a few stores.

You can use the 611 service and the PIN to buy some add-ons too.

As for being locked out, you might be able to try again in about an hour. Use the Forgot your password? link to reset your password.

[Sales_guy]

Very true and I apologize, but I'm about to lose my months commission because of this problem.  I try logging into my account, and it gives me "Sorry ,your login has been disabled. Please visit the online Community at publicmobile.ca/community for assistance."

[computergeek541]

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@Sales_guy wrote:

Public mobile has locked my account, I can't call anywhere for support, I'm having to use a friend's computer for this board right now.  I need them to get back to me to unlock my account.  Where is it that I open this ticket?

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Please proceed to https://widget.telus.tiia.ai/publicmobile/publicmobile.html