No Service

[fayenuwo]

Hello, I have been a public mobile user since early last year and recently my phone has been showing "no service" where "public mobile" network should be. I tried to call the *611 number to update my payment but it keeps telling me "call failed". What should I do?
@CS_Agent 

[Handy1]

@fayenuwo  You will have to create a new account and start from new with new number . Might be worth while to use a different email then before also and remember all new activations are done in the app now . But you can then message support to see if the numbers hasn’t been assigned to someone else and if it’s possible to get it back . Best of luck 

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[fayenuwo]

yes i called and it didn't find the number so what should happen now?

[dust2dust]

From another phone dial 1-855-4pu-blic and enter your number as a final verification of the account being closed. If it fails then it's gone.

If you share the first 6 digits of that number then we can tell you where the number originated.

Can you look in your credit card transactions for the last payment? If it's really close then it's remotely possible that support could get it back for you. Very remote. Otherwise it will go back to the originating provider.

[fayenuwo]

i have a new sim ready but can i transfer my number to the new sim on a new account?

[hairbag1]

@fayenuwo 

you're going to need a new sim to start a new account as the old account is closed due to non-pay after 90 days. Right now you can get esim for free with all new plans. Just make sure phone is esim ready.

[fayenuwo]

it says "call failed" when i call 611

[fayenuwo]

last time i made a subscription was around maybe late may-june when the plan ran out

[hairbag1]

@fayenuwo 

using your cell, dial 611 to see if plan is still viable. If itr's been longer than 90 days since last plan expired...well...your PM account is deactivated after the 90 days. What does it say when you dial 611 ?

[Handy1]

@fayenuwo  if your account has been suspended more then 90 days the accounts closed for good . When was the last time you made payment ?

[fayenuwo]

i haven't been on a plan in around 3 months and i am trying to pay for my plan now, would this be the cause?

[Meow]

It could be temporary outage in your area.

When you log in to your account confirm you are still Active.

[dust2dust]

Can you try your sim in another phone?
Have a look at devicecheck.ca to rule that out as well.
Maybe give the sim a little cleaning anyway and with a dry mouth blow out the sim slot or use canned air. (assuming you have a card)

[Handy1]

@fayenuwo  can you not log into your account to make payment 

Update credit card info

In your my account go payment tab >manage subscription >manage payment method or use this link

https://myaccount.publicmobile.ca/en/account/my-payment/manage-subscription

another option would be to buy payment vouchers and load them *611