Service Suspended and Cannot log in to self serve

[dhilhk2019]

Hi,

My service has been suspended though I paid my bill. Cannot log into public mobile self serve either. Is there any customer service live person I can speak with? Also at what number?

[arandell]

For those who aren't aware, both activate and self-service seem to be back up at the moment. I just successfully activated and see my status in self-service.

[dhilhk2019]

Thank you. I have sent the moderator team a private message.

[FY]

Still down!

[geopublic]

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@GinYVR wrote:

@geopublicYup looked at at least 3 of my Welcome emails.. maybe just your emails are special.

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It must of shown up!!

[dhilhk2019]

I can only choose a plan if self serve works. This is very annoying. This is not how a company retains customers.

[geopublic]

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@dhilhk2019 wrote:

Thank you. I got the voucher and reactivated it. Since I had already paid for this month - will this be redeemable? 

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@dhilhk2019  Once you are able to access selfserve any extra funds should be part of your account balance and will be used during you next renewal. You can also call 611 is it reporting a balance? If not, then check your payment history once you are able and if you were double charged contact the moderator team for a credit.

To contact Public Mobile click here. The link  sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Moderators are available: M-F from 8 AM to midnight Eastern time and S-S from 8 AM to 10 PM Eastern time.

Note: Moderator Hours are subject to change, but you can always find the current times here

Please note that account verification may be required when contacting the Moderator Team 

[GinYVR]

@dhilhk2019Yes since you have activated the voucher, the money should show up in your balance. Now you can use the balance to purchase a plan if that's so you choose. Any amount you add will stay in your balance, you can use it to buy add ons (or pay for next month's plan). I highly recommend you keep a month's worth of balance in your plan if possible, just in case of autopay failures.

[GinYVR]

@geopublicYup looked at at least 3 of my Welcome emails.. maybe just your emails are special.

[geopublic]

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@juniperberry wrote:

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@geopublic wrote:

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@juniperberry wrote:

Is there a way to get account number when site is down?

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@juniperberry  Check you emails you must have received an email from PM after activation. That email has your account number.

If you want to port out activate another sim and setup a port with the new provider you just need to give them you account number and phone number and away you go.

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I just checked my emails. There is no code. This is hogwash.

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@juniperberry  If you have the welcome message check the To: field. What do you see? Bingo!! 

[dhilhk2019]

Thank you. I got the voucher and reactivated it. Since I had already paid for this month - will this be redeemable? 

[will13am]

Self serve seems to be down for everyone.  

[KamWest]

Just got the same error

I assumed they are working on the back end making some changes.

No panic, I'll try again tomorrow.

[geopublic]

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@GinYVR wrote:

@juniperberryActually you are correct.. I checked my emails too.. the initial welcome email and text messages do not include any account information. Unfortunately you will have to wait till the server is back up to access that info if you haven't marked it already. It should be in the format  of 10000001234567

Public Mobile welcome email

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Are you sure? Look again!!

[arandell]

Same here for both activate and self-serve websites. You are losing both new and existing customers by not addressing this. @CS_Agent please contact your website technical team / Imperva to fix the proxy issues. The proxy error is not an issue with customer's browsers. I've tried frmo 3 different networks with every browser on Windows and Mac and none of them work. They all show the same error because it's coming from PM's (Imperva's) end of the pipe: activate.publicmobile.ca - Connection failed Error code 20 The proxy failed to connect to the web server, due to TCP connection timeout. 2019-08-27 23:19:36 UTC Your IP xxx.xxx.17.87 |Proxy IP192.230.81.66 (ID 10672) Origin Server IPX.X.X.169 If Imperva's proxy can't reach your web server then your webserver is down - independent of customer browsers. See https://docs.imperva.com/bundle/cloud-application-security/page/settings/error-responses.htm

[GinYVR]

@juniperberryActually you are correct.. I checked my emails too.. the initial welcome email and text messages do not include any account information. Unfortunately you will have to wait till the server is back up to access that info if you haven't marked it already. It should be in the format  of 10000001234567

Public Mobile welcome email

[geopublic]

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@dhilhk2019 wrote:

I did try 611 the automated recording is telling me to contact the credt card comp though there is nothing wrong with that and I have paid my bill.

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@dhilhk2019  You are correct most credit card issues with AutoPay are a result of Public's payment systems malfunctioning. To get up and running you need to purchase vouchers. Just go to recharge.com and purchase the amount owing and use 611 to add the voucher and hopefully get up and running again until you can resolve the AutoPay problem with the moderator team.

[dabr]

@dhilhk2019   If your phone service isn't working try rebooting your phone or try the lost/stolen trick described earlier.

[juniperberry]

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@geopublic wrote:

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@juniperberry wrote:

Is there a way to get account number when site is down?

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@juniperberry  Check you emails you must have received an email from PM after activation. That email has your account number.

If you want to port out activate another sim and setup a port with the new provider you just need to give them you account number and phone number and away you go.

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I just checked my emails. There is no code. This is hogwash.

[geopublic]

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@juniperberry wrote:

Is there a way to get account number when site is down?

---

@juniperberry  Check you emails you must have received an email from PM after activation. That email has your account number.

If you want to port out activate another sim and setup a port with the new provider you just need to give them you account number and phone number and away you go.

[dhilhk2019]

I cannot even log into my account.

[juniperberry]

Is there a way to get account number when site is down?

[GinYVR]

@juniperberryThe other carrier would need your Public Mobile account number, Public Mobile  PIN and your phone number.. to port.. should take only a few hours at most.

[juniperberry]

Does anyone know the steps to move your public mobile phone number to a different carrier?

[dabr]

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@juniperberry wrote:

My phone plan hasn't been working since this morning (approx 6 hrs since data was functioning or calls could go out/in)

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You can try rebooting your phone or try the lost/stolen trick.  Log into your account and select plans/add-ons, select phone lost and suspend service and log out.  Wait several minutes and log back in and report phone found and resume service.  Restart your phone. 

If that does help contact Moderator_Team here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[dhilhk2019]

I did try 611 the automated recording is telling me to contact the credt card comp though there is nothing wrong with that and I have paid my bill.

[dhilhk2019]

Okay. There is no other way to reactive my account? I need it up and running. Thank you for responding.

[GinYVR]

@ZhuanQingZhi The server is down right now.. you might want to use *611

Impervia Cloud

[RossN]

@dhilhk2019 hi the site seems to be down for a lot of people right now you all will have to try again in a while so much for improvments lol everybody like the new colours 

[juniperberry]

(~6hrs)

[ZhuanQingZhi]

ok thank you.