Phone number is not assigned

[PacificaPaddle]

When you call our phone, there is a message that says the phone number is not assigned.  We do not use this phone after much the summer.  But payments have been withdrawn from our credit card. So what gives.  SIMon is no help and I don't know how to created a support ticket.

[esjliv]

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@PacificaPaddle wrote:

When you call our phone, there is a message that says the phone number is not assigned.  We do not use this phone after much the summer.  But payments have been withdrawn from our credit card. So what gives.  SIMon is no help and I don't know how to created a support ticket.

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@PacificaPaddle  - when was the last time you made a payment on this account?

What does it say when you call 611 from the Public Mobile device? 

If active, Perform a Reset of the device's Network Settings. Can call come in after this?

Note - After 90 days of suspended/non-payment status, your account will be permanently deactivated, which means you will:

1-Lose access to your phone number (and Self Serve account), any rewards or Available Funds balance that was in your account at time of suspension, and won’t be able to transfer the phone number to a new provider in the future.

2-Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

Please report back on the issues and if anything in this thread helped you.

[Nezgar · Accepted solution]

@PacificaPaddleLog into your selfserve account, and check the account status. Confirm it says "Account Status: Active". Sometimes the autopay fails, and the status changes to "Expired" or "Suspended" - but that would be strange since you indicate you've seen the charges still recurring on your credit card. Normally, if it's been more than 90 days since the last active plan the account could be permanently closed, and the number would be lost along with that...

If you can't get into the self serve portal, try to reset the password... and if all else fails, you'll have to open a support ticket with the CS Agents. The support chatbot and ticket process has been very finicky for me for the last week or so, so it's probably easiest to send them a message directly using this link:

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

[Meow]

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@PacificaPaddle wrote:

When you call our phone, there is a message that says the phone number is not assigned.  We do not use this phone after much the summer.  But payments have been withdrawn from our credit card. So what gives.  SIMon is no help and I don't know how to created a support ticket.

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As long as you pay your bills on time (autopay + valid credit card) you should have service.

Can you send/receive SMS?

Can you browse internet?

To contact CSA click here. You’ll need to be logged into your Community account for the link to work.

You can try to create a ticket but if it does not work first time, just send private message to CSA as per above.

- Click here and type ticket, then click on Contact Us, then click on issue you inquire about. Link for creating ticket will be presented.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[computergeek541]

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@Anonymous wrote:

you can try reseat the SIM card and Make sure your phone is off before removing your SIM card,

1. power off your device

2. take out the SIM card,

3. waiting a 1 minute,

4. put it back and power on,

5. toggling airplane mode off/on, 

and try manually selecting network "3G ONLY" or WCDMA only,

for iPhone visit Here link 

or Here link 

for android visit Here link ,

and do Rebooting your phone ,This is quick and simple,to refreshing your network,

*what is meant by rebooting the device turn off and turn it back on.

Please note that performing the above steps could not fix an issue with a number being reported as being out of service.  This is something entirely on the network end.

[Anonymous]

@PacificaPaddle 

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

you can try reseat the SIM card and Make sure your phone is off before removing your SIM card,

1. power off your device

2. take out the SIM card,

3. waiting a 1 minute,

4. put it back and power on,

5. toggling airplane mode off/on, 

and try manually selecting network "3G ONLY" or WCDMA only,

for iPhone visit Here link 

or Here link 

for android visit Here link ,

and do Rebooting your phone ,This is quick and simple,to refreshing your network,

*what is meant by rebooting the device turn off and turn it back on.

if you can't fix it you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to them can solve, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent

• you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..

[computergeek541]

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@PacificaPaddle wrote:

When you call our phone, there is a message that says the phone number is not assigned.  We do not use this phone after much the summer.  But payments have been withdrawn from our credit card. So what gives.  SIMon is no help and I don't know how to created a support ticket.

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If you try making an outgoing call, does it work?  As the phone doesn't get used much, I would check if call forwarding was enabled and calls are mistaken being sent to a inactive phone number.

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