Phone #xxx-xxx-xxxx not working

[Dorothyj]

My brother,  xxxxx, is in long term care and I am his sister, xxxxx.  His phone payments are withdrawn automatically from his Visa account but for the last two months no payments have been taken and as a result his phone is not working.  I need this resolved so xxxxxx can stay in contact with family and friends..hope you can help

Edit: Phone number and names redacted by will13am.  Please do not post personal information in the public forum.  

[CountyDownIeUk]

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@dust2dust wrote:

@CountyDownIeUk- I almost never suggest to people to remove personal information. How about I just simply never do from now on. My apologies for showing concern for others not protecting their privacy.

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Sorry. I should not have made it a reply to you. I was not criticizing you.   More of a general point to make. Perhaps is against the Community TOS. 

[dust2dust]

@CountyDownIeUk- I almost never suggest to people to remove personal information. How about I just simply never do from now on. My apologies for showing concern for others not protecting their privacy.

[CountyDownIeUk]

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@dust2dust wrote:

What is what?

Perhaps you could also edit your first post and remove the names if they're real. Not sure why the "moderator" didn't.

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There used (and still are) to be these things called phone books delivered to your home every year. It would list name, address and phone  number. And if you wanted a bit more information like occupation you could buy a product called Dominion Directory that was filtered by last name or by street address etc. 

So so what’s the big deal about a name and number posted here?  

[CountyDownIeUk]

@Dorothyj 

Do you have access to his My Account?

Need to check status of account. 

By any chance is the credit card gone past the expiry date?

[dust2dust]

What is what?

Perhaps you could also edit your first post and remove the names if they're real. Not sure why the "moderator" didn't.

[Dorothyj]

what is this

[softech]

@Dorothyj   This is an open forum.   Better to update your post, remove the phone number from the subject for your own protection.   You can go back to the post, click on the down error, Edit Message and remove it

For your issue, it looks like a problem with payment.  Once payment was not gone through, the account will be suspended, and you need to make a manual payment.  

You can either dial *611 and pay manually there, but you need the 4 digits PIN

Or you can go to My Account and login and pay there.  Just click "Reactivate my plan" and follow the steps

If you don't know the My account login, just open ticket with PM Support

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

[dust2dust]

You could use two options to keep his account active.

1. You could go in to a Mobil gas station and ask for the real time payments or instant top up. They also sell vouchers. See #2.

2. Buy vouchers from lots of stores or online and dial 1-855-4-pu-blic and enter the code into the account.

edited