Service no longer working and can’t access account

[lg23]

Posting on behalf of my grandmother. Her service has stopped working for unknown reasons. We cannot login to her account either as it sends the OTP to her phone, which cannot receive messages. We are still being billed for the plan. What are we to do in this situation? @CS_Agent 

[BKNS27]

@lg23 

Call 1-855-4PUBLIC to check on the status of her account. If it doesn’t record of the number then 90 days of nonpayment and the account is closed.

If the account is suspended, she needs to make a manual payment to restore service.

[will13am]

@lg23 , unless the account was suspended for longer than 90 days, it is still possible to access it and reactivate.  If you use the resend code option, you will be offered a choice to send the code to email.  That should allow you to login even if the account is suspended.  

[Yummy]

PM employees do not monitor this forum.

If you did not receive or cannot receive your 2FA code by SMS - Click on: ‘Didn’t get a code’ and you will get more options. Chose email.

Does her phone has a signal?
Did you try to reboot phone (turn off, wait a bit, turn on) , remove/insert sim card?