Not able to receive texts/calls after changing plans

[katherineschow]

I'm asking for my mother who is a long term public mobile customer like me. She recently upgraded her plan to 4G, and ever since she hasn't been able to receive calls or texts. However she is able to send calls or texts out. However this is very inconvenient because we often need SMS authentication for banking etc. Does anybody else have this problem this month?

[katherineschow]

Thanks! My mother’s phone work now!

[LenaB1]

Contacting support should help! Had the same problem as well. 

[hTideGnow · Accepted solution]

HI @katherineschow   it's just a big PM glitch since last week.  CS agent can fix it, please open ticket with them:

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

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

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[will13am]

@katherineschow , there has been a bug in the system that affects accounts that renewed with a plan change.  You will need to use the chatbot link at the bottom of the webpage to initiate a support ticket to resolve the issue.  

[computergeek541]

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@katherineschow wrote:

I'm asking for my mother who is a long term public mobile customer like me. She recently upgraded her plan to 4G, and ever since she hasn't been able to receive calls or texts. However she is able to send calls or texts out. However this is very inconvenient because we often need SMS authentication for banking etc. Does anybody else have this problem this month?

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Many customers are experiencing this.  Please open a ticket and ask for a customer support agent by going to:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html