Paid for service, assigned a phone number and phone still doesn’t work

[brandon8182]

Just signed up, received a phone number and money has been taken out of my account but when I go to use the phone it says there isn’t a texting plan, when I try to call it says the service isn’t set up. When I go to log into the account online it doesn’t recognize the email I signed up with.  Need help! 

[brandon8182]

Thanks for your help.  Looks like there was something that happened with the set up. I have a customer service agent helping.

[t_p]

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@brandon8182 wrote:

I reset network setting and reboot the phone. Entered the number again and when I added a 1 it said invalid so added it without the 1. After adding it it sends a verification code to the number which then pops up the message “ You have been sent a text but you need texting in your plan to receive it. Then gives the public mobile site web address - I purchase the $35 plan with unlimited texting and the money has come out of my account. 

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Can you try the SIM card in another phone? If it works it would mean there are some issues with your current phone (system update, misconfiguration...)

[esjliv]

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@brandon8182 wrote:

I reset network setting and reboot the phone. Entered the number again and when I added a 1 it said invalid so added it without the 1. After adding it it sends a verification code to the number which then pops up the message “ You have been sent a text but you need texting in your plan to receive it. Then gives the public mobile site web address - I purchase the $35 plan with unlimited texting and the money has come out of my account. 

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@brandon8182 

Have you tried calling the phone number you were given?

If you call it and it rings someone else, it may have been already assigned.

You can change the phone number in your Self Seve, but if you are still having issues logging into your account, you will need CSA's help by submitting a ticket. 

EDIT: actually, it is strange...you are getting a verification text to your phone?

So the number is assigned to you then. Humm?

[brandon8182]

I reset network setting and reboot the phone. Entered the number again and when I added a 1 it said invalid so added it without the 1. After adding it it sends a verification code to the number which then pops up the message “ You have been sent a text but you need texting in your plan to receive it. Then gives the public mobile site web address - I purchase the $35 plan with unlimited texting and the money has come out of my account. 

[t_p]

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@brandon8182 wrote:

Just signed up, received a phone number and money has been taken out of my account but when I go to use the phone it says there isn’t a texting plan, when I try to call it says the service isn’t set up. When I go to log into the account online it doesn’t recognize the email I signed up with.  Need help! 

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Have you tried logging in using another browser or Incognito mode?

[esjliv · Accepted solution]

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@brandon8182 wrote:

Just signed up, received a phone number and money has been taken out of my account but when I go to use the phone it says there isn’t a texting plan, when I try to call it says the service isn’t set up. When I go to log into the account online it doesn’t recognize the email I signed up with.  Need help! 

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@brandon8182 ,

When you call 611 from your device with the Public Mobile SIM card in it, does it say anything?

Try:

• Removing and reinserting your SIM card.
• Toggle into airplane mode, then back to regular mode.

If you got charged you should be able to access your Self Serve account. Did you perhaps type your email when setting up the account?

Try the Forgot your Password option and see if that gets you anywhere.

If still issues, and cannot get into your Self Serve account, ask CSA for help.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Customer Support Agents (CSA)

[JK8]

@brandon8182 

Can you reset your network settings and reboot your phone. Also put a 1 in front of the number. Can you create your self service account?

https://selfserve.publicmobile.ca/self-registration/