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Plan not working, can't log into account, can't submit a ticket

GCD
Good Citizen / Bon Citoyen

Suddelly my plan is not working, each time I try to make a call I get a message "sorry we can't complete your call."

 

I also can't log into my account as it says the password is wrong, I try changing it but it says "sorry there was an error resetting your password. Please try again later."

 

I can't submit a ticket because I can't log into my acount for the PIN or other details needed for me to submit a ticket.

 

Any ideas?

1 ACCEPTED SOLUTION

Accepted Solutions

hTideGnow
Mayor / Maire

HI @GCD 

 

first try to submit a ticket to CS agent by messaging them:

 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

 

Also, call 1-855-4PUBLIC and enter you phone number, see if the system can find you number and tell you if it is still active

View solution in original post

15 REPLIES 15

Timer
Model Citizen / Citoyen Modèle

@GCD 

contact to support team by private message CS_Agent

Timer
Model Citizen / Citoyen Modèle

@GCD 

can you tried use browser from computer, clear cache and cookies and use one page inPrivate mode,

and reset password again.

hTideGnow
Mayor / Maire

HI @GCD 

 

first try to submit a ticket to CS agent by messaging them:

 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

 

Also, call 1-855-4PUBLIC and enter you phone number, see if the system can find you number and tell you if it is still active

esjliv
Mayor / Maire

@GCD  - what does it say when you call 611 from your device, or # 1-855-478-2542  from another line to check the status of your account?

GCD
Good Citizen / Bon Citoyen

Thanks - dialing 611 from my device gets through to Public Mobile but then I get a message "sorry we are unable to process your request."

GCD
Good Citizen / Bon Citoyen

I call that number, it asks me to key in my public mobile number, then it says "sorry we are unable to process your request." I will try the ticket idea.

@GCD   try to call from a landline instead, call to 1-855-4PUBLIC and enter your number, they can better tell if the system actually found your number

esjliv
Mayor / Maire

@GCD  - have you been in nonpay/suspended status for over 90 days?

If so, you lost your number, account and access to self serve.

 

When did you last have active services?

 

If you recently activated did you have any issues with credit card charges around that time or soon after? Specifically, perhaps issues a charge back on your card?

GCD
Good Citizen / Bon Citoyen

I pay automatically by credit card, though last month (2-weeks ago) they charged my credit card 2x on the same date, so I alterted my credit card company. But the short answer is no I should be all paid up according to my credit card, I can't log in to see what is happening with the billing there. Last time I logged in must have been 2-weeks ago. I use the phone daily.