Number not reachable

[anhnguyen]

Hello

I don t know why there is sth wrong with the account of my dad! We can’t call and can’t receive calls of this number. The greeting voice message is of someone else. The online account access is not possible and the verification code was not sent to my email/tel. as usual. 
Thanks for your help! 

[anhnguyen]

Thanks. 
We have had this number a long time with PM

i’ll see if the 2FA will send the code to my dad phone.

[BKNS27]

@anhnguyen 

Can you have the 2FA code sent to your dad’s phone so you can access his account to check if the account is Active?

 

Just wondering if you ported an older number from any carrier to PM recently?

[Dunkman]

@anhnguyen 

More details would be helpful. 

What about data? text?

Was your dad's account working before? New customer versus old? Recent port? 

Were you able to access My account page before?

Maybe try the SIM card in another working phone. That might help determine whether hardware issue versus PM service problem. 

A few basic troubleshooting advice:

Reboot phone

Network reset of phone

Remove SIM card and put back in and reboot.  

[Alexandf]

@anhnguyen 

open ticket with PM support and ask them to check it out for you.

 At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket 

have trouble with Chatbot: Private message CS Agent at: 

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

Once ticket is submitted,(envelope icon on the top right) CS_Agent will reply you there