Plan unavailable

[carmelklg]

Hello,

I just paid for my plan in a shop, my remain balance is $30 but my network still does not work. What can I do?

[esjliv · Accepted solution]

@carmelklg - so you activated a $30 plan in-store, and you were charged $30 plus taxes for the activation...yes?

If so, then you do not need to activate the SIM card again.

Have you ever created a self serve account yet, if not you can register for one here:

https://selfserve.publicmobile.ca/self-registration/

Try one or more of the below:

• 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.
• Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.
• Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

If issues persist, submit a ticket to CSA for assistance with this new SIM card activation.

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

[dust2dust]

Where did you see or hear about a $30 balance?

Was the account on autopay? Did you have any fraud troubles with your payment card? Can you dial 1-855-4pu-blic from another phone and enter your number and tell us what it says. Don't activate your sim if you already have or had service.

[carmelklg]

I don’t know why I am not able to log in online or to activate my sim card. It says that my SIM number is not recognized 

[JL9]

Some more info about about what you mean and details on what you did would help. It is possible you added the funds to your account but manually need to reactivate

[dust2dust]

Are any services working? What plan are you on? When was/is your renewal? Just adding money doesn't do anything except the 30 day renewal or buying add-ons.

Are you able to login to your account?

[softech]

@carmelklg you paid in a shop? you meant instant ?  Did you reboot the phone?

If still not working,  can you login My Accout and check if the fund just sitting in Available fund and not used for Reactivation?