Service trouble

[JacksMom]

I was texting a friend this morning and within an hour I could no longer make calls or text or receive texts.  When someone calls my phone it says this customer does not have US roaming on, I live in Nova Scotia Canada.  Today is my automatic billing date and I have never had this problem before. Can anyone help?

[hTideGnow]

Hi @JacksMom 

if today is your billing cycle, it could be Autopay failed, it could happen

login My Account using Inocgnito/Private/Secret mode and check and make a payment if it was not renewed

[Handy1]

@JacksMom  Did you sign up at Walmart for PM a number of years ago . If so it’s possible you never created a my account if that’s the case you will need supports help to creat your my account for the first time 

message support directly
       

while your already here and logged in the community you can send a private message   To CS_Agents click          

VVVVV      Link below    VVVVV

                          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[softech]

@JacksMom 

The roaming recording is likely a wrong one.  However, with that recording, it could indicate your account is currently suspended.  Please login My Account once more using Incognito mode and confirm your account status

If status shows Suspended, make a payment to resume service

If it shows Active,  try to reboot your phone and click  Reset All Networks (Please note that will delete your saved Wifi as well, but you can easily add it back after)

If that still does not work, please message support for further investigation

          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[HALIMACS]

@JacksMom 

Do not bother going into Walmart.

They have a horrible reputation for past dealings when they were providers of public mobile subscriptions and products.

When you log into your self-serve account there will be messaging on the landing page regarding the status of the account.

From there, scroll through the payment pages to ensure your payment was indeed made today.

You can also check your payment card to confirm that the payment was indeed made. Additionally, try rebooting your device and resetting Network connections. It might also be worthwhile putting your sim card in another device just to see if the service works on the other device. (that would exclude whether you're dealing with a PM service or device issue)

[Phil_Adelphus]

So you checked and the automatic renewal was successful?  What else have you tried, like turning airplane mode on, waiting a minute or so and then turning it back off again?  Have you rebooted the phone?   

[JacksMom]

No chances to my account.. Business as usual.  If I went into Walmart could they help?

[Handy1]

@JacksMom  Log into your account or call *611 what’s the recoding you bet is your account active or on hold . If on hold you will need to make manual payment . Was you plan set to change plans today i renewal for a higher amount then in the last this can have a negative effect on auto pay . Causing it to fail .

adding I to am in Nova Scotia and not experiencing and service issues