My son's Public Mobile cell# no longer in service. * help *

[jim24outlook]

Hello!

Firstly like to say my wife, brother, son and I all love Public Mobile's cell phone service. Been enjoying for years.

Here is summary of our first ever issue:

- I suspended my son's cell phone service in November 2021

- I re-activated the service Feb 5th 2022, a few days before the Feb 9th deadline

- On Feb 8th (yesterday evening) phone still didn't work (he's on Autopay), so I made a manual payment of $20 via *611

- last night before bedtime, I checked and my son's cell phone and it resumed service and was working fine

- today, Feb 9th, at 4pm my son informed me it's not working. The phone number is out of service, and user name and password for online account access no longer works either, nor does *611  (says "network not available")

I cannot find a customer service phone number to call.

Thank you in advance.

Jim

[pkaraa]

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@k_winterstein wrote:

This is exactly why everyone I speak to I recommend against public mobile. It's absolutely retarded there is no customer support other than a public forum. Now I have a problem without anyone to reach.

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Each member(or most) posting here is some sort of support if they can not give solution they can agree with it or deny which is still a help for people looking for an answer. 

Good to know you are sticking with PM after all the negatives you hear.

[k_winterstein]

This is exactly why everyone I speak to I recommend against public mobile. It's absolutely retarded there is no customer support other than a public forum. Now I have a problem without anyone to reach.

[Yummy]

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@jim24outlook wrote:

- alas I'm pretty sure this means the old number is gone

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If they deleted your account, then yes, old number is gone BUT! do not give up.

Activate new account, pick cheapest plan ($15), pick any number and then try to communicate with the agent to try to get you your old number.

If that does not work, check every day for available numbers and yours might appear as available. You can change phone number up to 4 times per 30 days.

[pkaraa]

@jim24outlook 

When you paid $20 via 611 then it was needed to go into account and reactivate.

Even if it was on autopay it did not charge for the plan till the renewal date i.e. 9th.

Well ...should've could've part is done.

Get the SIM, take the new number, get the credit $20 back. (old number wont be available for few weeks now)

Sorry you had to face this. I would do the same what you have done. Minor details/fine prints are overlooked often. 

[VIP_Tech]

Hi @jim24outlook 

sorry to hear that happen, but you paid for that line and you said you did make a call then that service is working and how that account is gone ?

i think something wrong... But are you sure you paid for that account? Maybe you paid to other account,

if line in service working and you don't pay for 90 days then that account for nonpayment and will be gone,

I think go back to CSA, and ask them one more time to check it out.

if you needed that number,  but if don't care about number.. it's ok setup new account and use your refer friend Code at new activation..

[BKNS27]

@jim24outlook 

It is possible that you can get your old number back, Carrier will hold onto numbers for 90 days then it is free for all to pickup.

[hTideGnow]

HI @jim24outlook   reply the CS Agent message and press him to assign your number back.

If he agree, you still have to activate with a number number first, then once activated, message CS Agent for a manual change number.  But again, this is only if they agree.  🙂

[jim24outlook]

Hi @hTideGnow 

OK I will thanks!

I assume when you say "try ask for the number back" this is during the cell phone # registration of the new account setup.

[hTideGnow]

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@jim24outlook wrote:

- alas I'm pretty sure this means the old number is gone

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Hi @jim24outlook 

Don't give up the hope, it is possible they can give you back the number

where was the number you got it from? if you didn't port in the number and picked a new number when you activated, then then number belongs to PM and they can assign it back to you.  So, try to ask the number back 

[jim24outlook]

@esjliv @HALIMACS @hTideGnow @Yummy @BKNS27 @VIP_Tech 

Hi all, here's the final update.  Private messaging with customer service was helpful.

- CS said the account was paid but not activated (quite positive I did tho...)

- the old account is completely and permanently gone

- I need buy a new SIM card and create new account for my kid's phone

- CS will add $20 to the new account once it's complete and activated

- alas I'm pretty sure this means the old number is gone

Thanks everyone for your help, it's much appreciated 🙂

[jim24outlook]

@esjliv  

at 2am calling in/out was working, that's all I tried

*611 from phone responds "network not available"

calling that 1-855# and entering my kid's# responds "sorry we're having trouble finding that number"

I got a PM reply! will keep everyone posted, thank u

[esjliv]

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@jim24outlook wrote:

@HALIMACS correct, cannot login anymore. Really hope to retain my kid's cell#. The phone WAS working at 2am this morning, and was able to log in online and see the account payment transaction, and $0 owing. It looked good.

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@jim24outlook  - that is what I don't get. 

If the phone was working at 2 am this morning than it was not lost due to being nonpay/suspended for over 90 days!

What services were working?

Calling in/out, texing, data..?

What does it say when you call 611 from the device or 1-855-478-2542 then enter your son's phone number?

[jim24outlook]

@HALIMACS correct, cannot login anymore. Really hope to retain my kid's cell#. The phone WAS working at 2am this morning, and was able to log in online and see the account payment transaction, and $0 owing. It looked good.

[jim24outlook]

@hTideGnow I will thank u

@BKNS27 @Yummy my kid's user name and password is no longer recognized during login

@VIP_Tech Thank you

@esjliv on Feb 5th I reactivated but did not make a payment as the account is on AutoPay, but I did make a payment for the plan amount on Feb 8th when the phone still didn't work 

[HALIMACS]

The fact you CANNOT login to the associated self-serve account isn't a great sign @jim24outlook 

Still rooting for you - but don't hold your breath.

[hTideGnow]

@jim24outlook   Please come back and update us.  And make sure when they re-activate your account, you are still on the Old Rewards system

[Yummy]

You should be able to see account status after logging in.

What does it say? Active?

As per your note, you did everything correct.

Don't wait, send private message to agent ASAP.

[BKNS27]

@jim24outlook 

Check your Self Serve account and see what the status of his account.

Also note that there is an option to turn on and off AutoPay, make sure it is on to avoid missed payment.

[jim24outlook]

Hi @hTideGnow, yes late last night (early this morn) I called my kid's phone and it worked perfectly.

Thank you. Opening a ticket now 🙂

[hTideGnow · Accepted solution]

HI @jim24outlook   you were able to login before and  it was a good sign, you act before the account was closed

You added money to it so it was proof that you did your part

Just want want to make sure, you did call your son's phone and it was working yesterday?    

Don't wait, open a ticket with PM Support.  It is only a short time, you should be able to get the service back.

Open via direct message:

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

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

[jim24outlook]

Sorry, I will remove the personal info. Thank you.

dialing *611 comes back with "Cellular network not available for voice calls"

[esjliv]

@jim24outlook  - if you could please remove your personal info. in your post...this is a public Forum.

Public Mobile Customer Support can be reached privately through 2 methods found here: 

https://www.publicmobile.ca/en/bc/get-help/articles/contact-an-agent

So you made a payment on February 5th for the plan amount?

What does it say when you call 611 from the device?

[VIP_Tech]

Hi @jim24outlook 

close all Browser and clear cache and cookies,
and try open one Browser inPrivate mode,
or try different Browser and open incognito mode,

How Reset your Self-Serve password (publicmobile.ca)

or get in touch with  Customer Support Agent (publicmobile.ca)

CSA Hours Of Operation (publicmobile.ca)

Verify your identity (publicmobile.ca)