Loyalty Pays

[EmmaNesha]

I was told first month free but still I was charged for plan and SIM because I didn't receive the credit within 72 hours as promised.  

Signed up two weeks ago and so many problems; I can only make calls sometimes, there's a busy tone when someone tries to call me.

Won't let me send or receive picture messages. Yes, tried restarting the phone and same problems. Frustrated and want my money back! 

[CS_Agent]

@EmmaNesha, Sorry for the inconvenience regarding this matter, however, we have advised you on yesterday the reason why your services are not fully working and we are yet to receive your reply back to the last private message we sent you. If you don' t mind, can you please continue with the private conversation you've already started with for assistance? Thank you! 

[EmmaNesha]

Thanks but I did everything you mentioned. It states I'll get a credit withing 72 hours and it has been two weeks. It's not that the service is busy it never worked.

I did contact the mod however, every time they give me an answer to do the things I've tried and refuse to answer about my credit.

Mobile data is turned on.

Doesn't matter who calls me I can never receive incoming calls.

[srlawren]

@EmmaNesha it's actually the second 30 days that will be free, not the first one. [More info here: https://productioncommunity.publicmobile.ca/t5/Announcements/Get-a-SIM-your-next-30-days-of-service-... Note @Brooke_C clearly states your "next" 30 days are free, not your first.] 

If you haven't received the credit to your account which will pay for your next renewal, then reach out to the moderator team via private message.  Details at the end of this reply.

For picture messging, you need to make sure you have your mobile data setting turned on.  You do not need to have a data plan, and you will not be charged anything for the data used while picture messaging over MMS, but you do need to have an active data connection.  So either you have mobile data turned off, or you have a misconfigured APN setting as noted.

For contacting the moderators, see here:

Spoiler

How can you get help with your account, activation, or service?

• Please contact the Community Moderator Team to get gelp with you account.
• They are Public Mobile support employees who can help with your issue (More details).
• Click here to send them a private message.

In your message please include:

• PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

• Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

• Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
• Messages are replied to during office hours, in the order in which they are received
• Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
• There is no need to send multiple messages.

How can I view my private messages between myself and a Community Moderator?

• How to view and reply to your private messages

[Acekiller]

may need to do factory reset for the phone in order for MMS to work.

[mimmo]

this is how to set your apn settings 

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Setting-up-Data-APN-on-your-phone/ta-p...

[Anonymous]

@EmmaNesha, You seem to have hit a few different problems

- For the free month, You need to contact the moderators team

- Regarding the busy tone that people get sometimes, it could simply be that the network is busy.  It could also be a problem that the moderators can look into.

- For the picture messages, you must be configured for data (even if you do not subscribe to a data plan).  You are not charged extra for this.  However, your phone must have data turned on and you must be properly set up to communicate with the Public mobile data network.

Click here to send the moderator team a private message.
You can find information regarding the moderator team by following this link.