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Reactivation failed

CWilson1
Great Neighbour / Super Voisin

Money was put in account and still not able to use phone

4 REPLIES 4

esjliv
Mayor / Maire

@CWilson1 wrote:

Money was put in account and still not able to use phone


@CWilson1  - If this account was suspended non-pay under 90 days (over 90 day and your account is closed and lose your number), then making a payment should give you services.

But you said you were able to add money to your account. Did you do this through Self Serve or by calling 611?

 

Are you a new or existing customer that had working services before this?

Does your account SAY ACTIVE?

 

If your accounts says ACTIVE - Try some troubleshooting below:

  1. Reboot your phone
  2. remove your SIM, gently clean the contact of the SIM card, and reinsert
  3. toggle into airplane mode and back again
  4. have you changed phones recently? ensure it is not locked to the previous provider, or has been reported as blacklisted: https://www.devicecheck.ca/check-status-device-canada/

 

If above does not help, and also some good advise already given in this thread maybe ask CSA to look at your account.

 

Two ways to contact CSA:

1- Put in a ticket through SIMon Bot (usually faster method to get in contact with the Public Mobile Customer Support) by clicking on the bottom, right chat bubble.
OR
2- Private message the Customer Support here (slower method): https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

 

 

Anonymous
Not applicable

@CWilson1 

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

go sign in to Self-Serve, to review your account,

1. Click on Payment

2. Make a Payment

3. one Time Payment 

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. you will do manually enter Amount:$$ + $1 extra

7. Click ‘Submit’,
9.after payment successful,  you have to do Rebooting your phone
what is meant by rebooting the device turn off and turn it back on.
10. and how much you pay the extra is will going to your account Available funds:$$ has the amount left, and for next bill cycle the will take it from there automatically,
 

and if still not fix it follow this,

  1. Add Funds to your Plan Amount through Self Serve  
  2. Go to “Plan and Add-Ons” TAB
  3. Select "Lost/Stolen Phone" TAB
  4. Select "Suspend Service" BUTTON
  5. Then, Select Resume/Reactivate Service
  6. Reboot your phone,
    what is meant by rebooting the device turn off and turn it back on.

t_p
Mayor / Maire

@CWilson1 wrote:

Money was put in account and still not able to use phone


@CWilson1 

Have you got your phone working now?

If not, go to the Lost/Stolen Phone page and Click on Suspend service.

Log out, back in , Resume Service should solve your issue.

t_p_0-1640795227940.png

 

 

softech
Mayor / Maire

@CWilson1 wrote:

Money was put in account and still not able to use phone


@CWilson1   is My Account showing your account status Suspended?

 

Is your My Account showing Available Fund = your plan amount?  If so  , Go back to Payment option, One-Time payment, then select "Other" instead and put in $1 . 

(If your Available Fund is showing $0, still use One-Time Payment, select "Other" but put in your Plan Amount + $1 extra) 

Once you see it processes successfully, click on "Reactivate current plan" if the button is there, then logoff My Account and Reboot your phone.  It should be good