[NEW] Important Update Regarding Recent Account Notifications

[Ck_PM]

Hello Community,

Due to a recent system issue, you may have received an email and/or text message incorrectly stating that your account is in suspended status. We apologize for any confusion this may have caused.

To validate your account status, please log in to My Account. Impacted customers will receive direct communication from us with any updates. 

We are investigating this matter to prevent such errors in the future, thank you for your understanding and patience. 

- The Public Mobile Team

[gunner2024]

Unfortunately that didn't work so I tried cleaning my cache folder and that didn't work either 😕 

But they even took out payment later in the day then normal so maybe that has something to do with it. 

[Mosarim]

I don’t think so, as mentioned above there has been a system issue with account status. So should be fine. I have that same issue. 

[gunner2024]

Oh great idea I'll try that now!

[slusagm]

If your service is working, then the My Account problem maybe just a cache problem.  Try login using browser with incognito mode 

[gunner2024]

Hello I was wondering if you can explain why I got this today on  my account 

Your services are on hold due to the expiration of your subscription. If your services are on hold for more than 90 days, your account will be closed permanently and you'll lose your phone number Pay Now and Resume Services

Public has already taken the money for 3 of our accounts this morning out of my bank, the phones are working but will they be suspended if I don't pay again this month? I'm not paying twice for the one month so I hope you can help me.

Thanks

[AlleyCat]

Your device should work in 3g, 4g and 5g areas. You may have to change the settings in your device to select the range of signal available 

[hTideGnow]

hi @Carro 

esim has it advantages and disadvantages.  And honest,many of the esim problems you see on the Community here are just users not familiar with it, and they are mostly user problems

[Carro]

It may be an issue with the phone... when I am in a lte, 4G or 5G zone, I still get service.

[Carro]

I am weary of e-sims but seeing your updates may have me trying it in the near future.  👍

[Carro]

I have a 5G service but my phone works when I am in 4G or lte service.

[eddys]

yeah they got the voucher to work and now i am under the new subscription , and now the service does not work, perhaps public should make a bold post that if youre not in a 5g area your phone does not work , cause the 4g wont kick in , also i dont have a 5g phone , this is disapointing and now cant downgrade till next month , what a drag

[eddys]

ok, thx

[hTideGnow]

hi @eddys as said , try to call from another phone 

and also message support agent 

[eddys]

i live out in country i have to drive 20 minutes to get to another phone...did that yesterday to buy a voucher ,... and the voucher doesnt even work...but ill try as you suggest ..ok

[eddys]

btw that number does not work from my phone cause my service is suspended

[eddys]

this is a disaster , i dont have working service for 3 days now , and my account has money in it , and i also applied a voucher fo 20 dollars that does not get applied when attempting a new subsription to see if that would work, ...nothing , i just want my old plan to stay as is , and have my money go thru , its hopefully simeple , im not sure whats going on , even when i try to submit a different ticket gives me a 404, i litterally spend 2 hours on this , its too much , if i dont get service today , i will have no option but to go to another provider and port my number , once i do that can you tell me how i can have my funds transfered to another number that i have with telus or koodo as i understand you all share the same netwok and public is just a susbdiary or telus

[hTideGnow]

hi @eddys you call that number from another phone 

and message support as well

[eddys]

ok thanks triend bu that number does not even work and it says usa, and  i submitted a ticket yesterday and no response yet

[hTideGnow]

hi @eddys call 1-855-4PUBLIC and enter your phone number and check if account status is active 

try reboot phone and try sim card on another phone 

if nothing works, ask PM support agent to help, you can submit by direct message:  

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

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[eddys]

im not getting any service and i get this message and my account is funded and my account does not let me apply payment or change the card or add a voucher , whats going on ?

[hTideGnow]

hi @Math_U call 1-855-4PUBLIC and enter you number and see if account is active 

if so, Reset network settings and try again

if same, also PM support agent to help, you can  submit by direct message:  

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

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Math_U]

Hello, I received the notification on Wednesday that my service would be stopped, I login into MyAccount and it was working well buy today I have no service at all even though it says everything is ok on the MyAccount portal, please help.

Matthew l

[golfball]

While we're on the subject, another notification that similarly causes confusion is when someone who has roaming plan connects to a US cell tower and gets a text telling them that they must purchase a roaming add-on. This text can happen an unlimited number of times and can cause worry and frustration.

The message should be updated to address the possibility of someone having roaming included or to be more selective about who receives it.

[Jeraman]

I got the exact same happen to me. My account interface does not show status of account (active or on hold). Not option to update payment info without immediately processing a payment. This is confusing and frustrating.

[Filbert]

Thanks for Community notice. I received one of these messages yesterday (January 29). I checked my Public Mobile account: credit card info was in order; payment processed 2 days earlier (January 27). I checked my credit card account: payment made to Public Mobile January 27. I contacted Public Mobile Customer Service. They replied "Thank you ... for securing your account" without explaining what I had done to secure the account.

[slusagm]

thanks for the post.  I got it from one of my accounts, too.  I checked community and saw many reported same thing so I knew it must be a glitch. 

[will13am]

I received one of these errant messages yesterday as I was using the phone.  The heart rate went up ever so slightly.