Customer support

[Polysterene]

I have sent over 5 of these tickets, as it says that if your account is locked it will be unlocked in 3 hours, it's been way more than 3 hours. No one has gotten back to me I still can't get into my account or use any data. I need help please

[Polysterene]

The app leads me to just a choice of support questions that lead to more of nowhere

[Dunkman]

@Polysterene 

Sorry to hear about your troubles. 

The website is finicky.  You could try to clear cache first, incognito mode or a different web browser. Or try to login via a different device.  

Some customers have success updating their credit card via the PM app itself. 

[Polysterene]

 The response to I'm deleting all cookies cash and browsing history 

[Polysterene]

As I said I've been using public mobile since 2016 and never had a SIM card issue already issue with payments or anything until tell us joined the game

[Polysterene]

I guess I'll see if I can borrow a friend's phone or something, although it's sort of hard to get a hold of anyone when you are disabled live alone don't have Wi-Fi and don't have a phone... 

[Polysterene]

I have been doing research for a while now, and have tried all of those options so far. 611 does not let me make a payment or dial out

[hairbag1]

@Polysterene 

if you can...dial 611 to hear current plan status. 

Are you able to log in to your account on a laptop ? Try using incognito made, clear cache files and try a different web browser. See if any of the pointers help.

[Polysterene]

I can't see any payment option in my account. There are no self serve options. It says 

Unauthorized 

 

[hairbag1]

@omarekh 

try removing the sim and re-install...see if that helps.

Try your Public Mobile sim in a diff cell....see if it works in that cellphone. That will help troubleshoot if it's a sim issue or a cell issue.

[omarekh]

yes that was the only thing i was told by the support within the last 3 days, only a total of 3 messages have been sent. one on each day which i have responded to each within the same minute but they dont have the same courtesy of responding back. for a support team thats avaliable from 9am-10pm and i cant get more than 1 message out of them is a shame. here below attached is a ss of them telling me my plan is active and my account is good 

also ive been done a network reset many times. also i dont know why the cs agent mentioned a new sim when ive been using the same sim card when i came to public mobile back in 2023. definitely fed up with this and switching to different company.

[hairbag1]

@Polysterene 

your plan was suspended because regular plan renewal failed due to payment card issue. Now you need to log in to your account to make manual payment ... the use this link to load enough funds....
https://myaccount.publicmobile.ca/en/account/payment/funds/card

You can also consider usingPublic Mobile payment vouchers you can get at Shoppers, No Thrills or Canada Tire.

[Polysterene]

I have tried a network reset, I have tried flight mode, restarting, removing SIM, clearing cash, clearing cookies, clearing internet browser history.

[Polysterene]

To be fair though I have used public mobile for 10 years now and Have only had any issues since telustook it over

[Polysterene]

I can't pay an account I can't log into unfortunately. I need to enter my new credit card details as my last card was flagged for fraud. 

[hairbag1]

@Polysterene , @omarekh ;

have you made certain your accounts are still active and paid up ? Try a network re-set to see if that helps.

[omarekh]

welcome to the crew, sent over 5 tickets and they say they responded in my inbox when im the one left with no response. this is unbelievable.