@timarius wrote:
My daughter has recently started a new plan for 6GB of mobile data. At the beginning of July she was supposed to transfer from 250MB to 6GB. The first few days of this new plan were successful, however suddenly her data stopped working. On her phone it says she's used 214 MB, meaning that even if her new plan didn't go through, she should still have some left from her old 250MB plan. All together she has no access to the internet when away from wifi. Her plan doesn't work. When trying to log into her account to confirm that the 6 GB plan had gone through, we had accidentally put in the wrong password and have been locked out of her account since. We have tried to change the password, and after waiting 1 hour each time, it would continue to add more waiting time to log in. At this point we have been led to the community for help because the phone number cannot help us. Please let us know if you can tell us how to access her account, if you know why her internet no longer works, and if you know a place where we can go in person to fix this problem. (P.S, she has access to wifi, but not Moblie Data). Thank you.
Sorry, but there isn't anywhere to go in-person to go where Public Mobile can help fix this for you. The entire concept behind Public Mobile is based on no store and no call centre. The Self Serve system somteimes shows outdated information in that data counter and it ocassionally needs to get manually refreshed to get the most up to data number.
Unfortuantely, being locked out of your account isn't something that Community members can help with. Community members are actually other customers. To get a customer support agent to help regain access to your self serve account, please use the chatbot to open a ticket. https://widget.telus.tiia.ai/publicmobile/publicmobile.html
