Phone number not working

[DeniseNeilson]

My daughter has had her current phone number for 2 years. About a month ago it stopped working. She cant send or receive phone calls, or send/receive text messages. She is trying to log in to her Public account but with the 2- step verification, she cant see the SMS she's being sent because she cant receive texts! So she cant authenticate therefore, she cant login to figure out the problem. Arg! Very, very frustrating. Please help! 🙂 

[CSA_PM]

Hi there,

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en 

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

[hTideGnow]

hi @ClareN7 

so the account is active? data works?

what phone do you have?

Telus is refarming all of their 850 to 10 MHz LTE B5 in their markets, mainly BC, AB, Windsor, Ottawa, GTA area Montreal, Quebec City.   Bell has not done this, so it won't affect area that has Bell networks which Telus/PM use

So, if your phone has only 850 Band 5 on the phone but lacks 1900 Mhz, if your phone were bought from another country, or an imported model, then you might be impacted
On the other hand,  if the phone has 1900 Mhz,  or it is a Canadian/US model,  it likely won't be impacted and won't see service degraded

https://www.publicmobile.ca/en/get-help/articles/850-turndown

or you can check with PM and ask them to confirm 

submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage  

[ClareN7]

I've had my phone number and the same subscription plan for 2 years, and everything has been fine until about a month ago when it stopped working. I can't send/receive calls or send/recieve SMS messages. I checked and I have still been paying for my plan, so I'm honestly just confused as to why it would suddenly stop working. Any help?

[DeniseNeilson]

That worked! (the email verification) Thank you so much. She will contact PM support. Have a great day!

[hTideGnow · Accepted solution]

hi @DeniseNeilson 

did you by any chance reverse a Public Mobile payment with your credit card?

For the problem, ask your daughter to try to use email to receive 2FA.  Just click Didn't receive code, and choose Send email

if same, she will have to ask PM support to help the login and check what was the problem.   Submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage