Paid but No Service. Why?

[OrangeUser]

I paid my bill. My account shows I paid. When I try to make a call it says I have no service and I need to topup.

My service was set to renew on Sept 17. Today it said I had no minutes dispite me barely using my phone. I went in and purchased a voucher. I registered the voucher on *611. It confirmed the funds were added to the account. I also turned the phone on and off. That did nothing. Its been 1hour and 45minutes since I called *611 to input the voucher number. Customer service chat bot didn't answer my question. Customer service sent me here.

Why don't I have service.

[softech]

@OrangeUser no 

  Private message is private.  So, feel free to private message CS Agent for your info.  Make sure you either click on  the @CS_Agent  tag then click Message  or use the direct link here

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

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

[esjliv]

@OrangeUser The Community Forum is PUBLIC, for anyone to see.

Public Mobile Representatives customer support agents (CSA) can be contacted, PRIVATELY, by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

But, it sounds to me you just need a $5 calling addon, right? If you go to your addon section in your My Account, can you then add this addon? Then you have 500 more calling minutes. This addon rolls over until all used up. But each time your plan renews the addon will stop and the PLAN minutes will kick in. This addon is a great value for many.

[OrangeUser]

My firwt plan was 15 then I would just topup as needed. The represenative at the store near ne woukd call public mobile uaing his employee/public representative info, talk to customer service and I'd be ready to use my phone in 30 mins or less. He has since lost this ability so now I have to come here and I dont like it. Public give this respknsibility bavk to tjose agents. It makes for ease of use to the customer. 

[esjliv]

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@OrangeUser wrote:

Is rhis a private conversation or is this viewable by the community?

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This is the PUBLIC Community Forum. CS_Agent boo-booed I think.

[OrangeUser]

Is rhis a private conversation or is this viewable by the community?

[JL9]

This is the best course of action as laid out by @softech , you can disregard some of the steps laid out above their post as they don't apply here as he pointed out.

[esjliv]

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@CS_Agent wrote:

Greetings.

Thanks for reaching out! Let me take a look over the account and see how I can help! 
In order for Public Mobile to protect the privacy of our customers, we need first to get your account authenticated. 
May I have your 10 digit phone number and the 4 digit PIN of your Public Mobile account or alternatively   answer to at least three of  the following questions:
- the last payment amount and the date
- the last four digits of a registered credit card
- the Public Mobile account number 
- the last add-on purchased and the date 
- the email noted on the account

Kindly, 
Clau- CS agent 
 

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@OrangeUser  - PLEASE do not post that information here.

I believe @CS_Agent meant to private message you this post, and not here in the Community. Make sure you go to your private messages in your inbox and type CS_Agent in the Send To box.

[softech]

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@CS_Agent wrote:

Greetings.

Thanks for reaching out! Let me take a look over the account and see how I can help! 
In order for Public Mobile to protect the privacy of our customers, we need first to get your account authenticated. 
May I have your 10 digit phone number and the 4 digit PIN of your Public Mobile account or alternatively   answer to at least three of  the following questions:
- the last payment amount and the date
- the last four digits of a registered credit card
- the Public Mobile account number 
- the last add-on purchased and the date 
- the email noted on the account

Kindly, 
Clau- CS agent 
 

---

@OrangeUser   please DO NOT post your answer here

please message @CS_Agent  directly, you can use this link:

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

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

[softech]

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@OrangeUser wrote:

I then go to submit a ticket and it says it doesn't recognize my username and password. I cant submit a ticket because it doesn't recognize my username and password even though I used it in community. 

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@OrangeUser   use method 2 , direct message, easier :

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

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

again, are you on $15 or $25 plan?

[CS_Agent]

Hello.

@OrangeUser please check your private messages.

Kindly, 
Clau- CS agent 

[esjliv]

@OrangeUser -  Does your account status say Active?

Does your texting in/out work and how about data? If so great.

If you are a limited minutes plan, just adding funds (a voucher) will not give you more minutes to use until your next renewal.

You can add the $5/500 minute canada wide calling addon (as already mentioned) if this is the only service you are currently out of to get you by until September 17th.

[OrangeUser]

I created a community user name and password. I wrote in the community board.

I then go to submit a ticket and it says it doesn't recognize my username and password. I cant submit a ticket because it doesn't recognize my username and password even though I used it in community. 

[OrangeUser]

I paid 25$ today

[softech · Accepted solution]

@OrangeUser   you have the $15 plan and you used up all the minutes?  If so, then you can skip testing your sim card in another device for now 

The reason is  that PM does not do early renewal without the help of PM support

So, you have two choices at the moment,

1. Just buy $5 - 500 Canada wide minutes and then you have new minutes to use.  When Sept 17 comes, your plan will renew as usual

2. open ticket with PM support for early renewal.  In this case, your plan will renew today and your cycle date will shift from here

To open ticket for early renewal:

1. If you have access to My account: 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 ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

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

[Timer]

@OrangeUser 

can you tried your SIM card in other device. your plan for $15 maybe you run out your minutes? you need to buy it Add-ons minuters.

tried to use browser from computer,/clear cache/cookies/use one page inPrivate mode,

or safari on private mode,o Login Page 

you will get verification code by email or SMS
and inserting the 6 digit number and not press anything, just wait about a 3 second will automatically be login,,

it's show your status Active?

if want to contact PM support team by > CS_Agent