No network

[Spyder1]

My wife phone no longer has access to the network. Also unable to login in PM app. Tried resetting all network connection to no avail.  What's next

[softech]

@Spyder1 

it's not good, the message you got from 1.855.4PUBLIC shows the system is unable to find the account.  When was your wife last able to use PM's service?  Did you ever make a charge back on your credit card with any PM charges?

Please engage support and have them to confirm:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[Spyder1]

I tried via incognito mode and the PM phone provided - no luck.  Same answer.

[Spyder1]

I dialed the number again and it says unable to process my request and referring me to the website.  There was an issue while back with the payment card. I got a new credit card and inserted in her account (mine as well). If was able to access her account I could verify the payment method....

[dust2dust]

So I ask again, did the card registered on her account have some sort of problem like fraud or something and charges were charged back?
I've not heard that recording from that toll free number. You dialed that from your phone right? Not hers?

[softech]

---

@Spyder1 wrote:

It says Unauthorized access

---

@Spyder1 

this was just when you try to login her My Account.  Did you try using the borwser with Incognito mode?

and again, call 1.855.4PUBLIC, enter 1 for English and then enter her phone number, tell us what the recording says

and while we are trying to help here, please message support as advised above

[Spyder1]

It says Unauthorized access

[softech]

@Spyder1 

No, we are just customers here and we can't check her account status

When you called 1.855.4PUBLIC, entered her number, can the system locate her account?  

If you need PM support to investigate, please engage them by messaging them here

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[Spyder1]

Msg said unable to help.  If I give you her number, can you check if there is an issue with the payment

[softech]

@Spyder1 

login to your wife's My Account using Incognito mode and check if the account is suspended or active

If account is suspended, click Pay Now and Resume service and make a manual payment

[dust2dust]

Was there maybe some sort of problem recently with her payment card used here? Can you dial 1-855-4pu-blic on your phone and enter her number and hear what the recording says?