Service

[Velma12]

My service has stopped working? 

[popping]

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@Velma12 wrote:

My service has stopped working? 

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Is today your renewal date and your plan failed to renew?

Login to your self-serve account to find out.

If you account status is expired and your phone is not working, you need to add fund to your account using your autopay cc or using a topup voucher.  After confirming you have enough available fund to pay for your plan, click the "Reactivate your current plan" link to get your phone working again.

[Jb456]

@esjliv  😂😂 sorry I'm fast on my phone. Lucky I'm not using my laptop lol

[esjliv]

@Velma12 ,

If it is not a SIM card issue (not matching),

Try one or more of the below:

*rebooting your phone

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

*reboot your phone again

[esjliv]

If you have been a Public Mobile customer with working service before, compare the SIM card on number with the last four DIGITS as shown on your SELF SERVCE account, under "Change SIM card" option here:

zapped by @Jb456 

[HALIMACS]

@Velma12 

Check your on-line account to see if you had sufficient funds for your most recent renewal.  If that's not the issue, in your self service account, choose Change Sim Card.

Ensure the last 4 digits on the self-serve SIM number match your SIM card to ensure you have not been sim jacked. 

If they do not match, while still on the self-serve account, put your phone in lost/stolen mode and change the password. Then check and secure all your financials.

From, there, contact a moderator, there are 2 methods:

1. Use the ticketing system - faster response time. Click on the bubble in the lower right corner and request moderator assistance, then select account-related issue, then select need a human now.  Follow the prompts to submit a ticket.
2. Send a private message to the moderator through the following link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[JK8]

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@Velma12 wrote:

My service has stopped working? 

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Can you log into self service and see what your Account Status is? Active?

Was your account up for renewal?

[Jb456]

How long have you been a customer?

When's your payment due date?

Did you log into your account to check  if your account is active or suspended?

While in your account click change sim card.

Green arrow on below pic.

It will show you the 4 digits of your sim now take the sim out of your phone. Do the numbers match?

Let us know!

[esjliv]

Are you new to PM @Velma12 ?