Previous customer, my account is not working

[shahla1sherazi]

I need help, I am a customer since 2019. I am being treated like a new customer and being asked to reactivate with my sim. When I enter my old sim, it says your sim is invalid. Why do I have to re activate my account if I am a previous customer. It's not showing me any of my old payments or anything. Even my old sim is not getting accepted. My payment has been taken, but I have no service

[Dunkman]

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@shahla1sherazi wrote:

Please help me, I do want my case escalated. My old number should work. The login let me fix the problem. Now suddenly they have disconnected my service. 

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@shahla1sherazi 

CSA_PM already sent you a private message. Check your inbox or the following link:

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

Respond to the CSA message and they should help. 

[shahla1sherazi]

Even the agent on the live chat did not help me. She just disconnected me. 

[shahla1sherazi]

Please help me, I do want my case escalated. My old number should work. The login let me fix the problem. Now suddenly they have disconnected my service. 

[shahla1sherazi]

So what should I do? I still want to use my old number, when I try to use the old number, its saying that the number is not transferrable. It seems that my number is still active, and there is a way of just using the same service. I want to keep my current number. I have no service right now, no one can call me. 

[CSA_PM]

Hello @ shahla1sherazi,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[funpig1]

@shahla1sherazi 

You need the assistance of a customer service agent to fix this problem. Try using the chat to contact them. If you run into problems, use the attached link below. With them, you should also ask them to provide you with a bill credit as compensation for the inconvenience caused by the service issue. Good luck.

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

[Dunkman]

@shahla1sherazi 

A few existing customers have the same issue recently. Unable to login and PM website asking to activate "new" plan. 

I will escalate your case to customer service agent. They should get hold of you via private message within next 30-60 minutes.  

[shahla1sherazi]

I was a continuous customer, never seized being a customer. 

[umnikke8]

Have you been a continuous customer or did you cease being a customer for some time?

It sounds like your account lapsed and was deleted. If the account lapses the SIM is not reusable and you need a new one.