Phone service taken away

[Yuadoom]

Please I need help. My phone service has been taken away for about a week now. I have auto payment set up since inception.  So I don't know ow what to do

[Meow]

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@Spudster wrote:

SO many questions, @Yuadoom 

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Huh? I see only one: 'So I don't know ow what to do' 😋

But he has to provide answers and clarify his issue otherwise it is very difficult to assist.

[Spudster]

SO many questions, @Yuadoom 

See this article for how to pay - choose the one that best suits your needs:

Help Articles (publicmobile.ca)

[JL9]

Wow you have more patience than I as I couldn't go a week without losing my mind. It looks like it is the typical autopay failure which sometimes happens with a working card even if it hasn't expired. The way to deal with that is as suggested (making manual/other payment) Going forward you can always make a manual payment a day or 2 before your renewal so the balance is already there and you shouldn't face this issue anymore.

[darlicious]

@Yuadoom 

Call 611 from your phone. What account details does it give you? Can you access your self serve account? Check your credit card in your wallet that's used for autopay...has it expired?

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[esjliv · Accepted solution]

@Yuadoom call 611 from your device, or log into your self serve account: https://selfserve.publicmobile.ca/

to check what the status says.

If it is Active, 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 it is Suspended status, you will need to make a manual payment (see @JK8's post).

If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 topup payment. 

Or try

1. Go to “Plan and Add-Ons” TAB
2. Select "Lost/Stolen Phone" TAB
3. Select "Suspend Service" BUTTON
4. Then, Select Resume/Reactivate Service
5. Log off your account. Log back in. Reboot your phone.

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

[Meow]

Are you saying you have no service at all?

What your account say? Is it Active?

Did you get SMS at renewal time thanking you for payment?

Did you do chargeback (reverse charges from PM) at your bank for any reason?

Can you try your SIM in another phone? Can you try different SIM in your phone? Just to determine if SIM or phone failed.

[JK8]

@Yuadoom 

Probably an auto pay failure. Go into self service and choose the payment tab. Choose other from the drop down menu and enter the cost of your plan. Use incognito mode and clear cache first. Chrome works good.