Paying for service. Not receiving service.

[jude11]

Paid again, full month, absolutely no service whatsoever. I'm using another cell phone because I can't even access this site and forum on the cell phone that is actually on this service. The most frustrating situation I have ever experienced with cell phones. Of course then I find out that I can't even talk to a real person. How can I find out what is going on because there is no way to do that inside of the account except to show how much data I'm using, which I am not! And every day I keep paying and paying and paying. What's the next step since there is no other step except for talking to some Autobot that just does not do anything for the situation?

[Meow]

Why don't you explain your issue to us (customers like yourself) first.

Is your account active? What do you mean 'no service'?

Did you try any of these remedies:

- Reboot device

- Reset network connections

- Toggle airplane mode on/off

- Re-seat - remove SIM for a few minutes and then reinsert SIM card back

- Ensure device is compatible and not locked to another carrier or blacklisted

https://www.devicecheck.ca/check-status-device-canada/

I personally never had any major issue with PM. And minor one were resolved quickly by agent.

To contact CSA-agent, there are 2 methods:

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

If ticketing does not work very first time, contact agent directly.

It becomes slightly annoying when people complain 'no live support'. Did YOU at least do any basic research about PM service and support before signing up? I did. I am very happy with customers helping customers type of support.

[dabr]

@jude11   If this is a frequent occurrence you need to submit a ticket to customer support via chatbot here:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If unable to submit a ticket, send a private message to CS_Agent here:   https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

While you wait to hear back from CSA's, you can maybe share more details of exactly what the issue is and someone might be able to offer you further suggestions.

[esjliv]

@jude11 -did you just activate with PUblic Mobile..with a new or transferred over number?

If you account status is showing Active in self serve or when you call 611, try these troubleshooting tips:

*turn off your phone, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*perform a reset network settings on your device

*try your SIM card into another compatible phone for a few days to see if the issues are the same...this could rule out a device issue/setting.

*manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) for dropping or unable to make incoming/outgoing calls

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

If issues persist, submit a ticket to CSA for assistance.

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

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

[BKNS27]

@jude11 

If you are having problems in contacting a CS_Agent. There are 2 options, type in create a ticket through SIMon Chatbot or private message (envelope icon) them on top of this Community page.

When you are using the other phone, did you put the PM SIM in it?

If you did and it works, this eliminates a SIM problem and it sounds like the problem might be your phone.