Shutdown an account

[aw_mobile]

So I have an old account that could not be accessed by me nor a customer support agent because inputting the correct password was locking me out of the account and I had 2FA enabled. My service wasn't working, and public mobile's email reset function wasn't working either for some reason. So the agent told me to get a new sim card and set up a new account. The problem is that I want to use my old email with this new account, but the registration won't let me. How can I shut the old account down so that I can use my email with the new account?

[darlicious]

@aw_mobile 

611 works whether you have active account services or not if you put the old SIM card in your phone and dial 611..... if the message says you have no services because you're suspended you can still make a payment. If it says we cannot locate your phone number then you have no account it's deactivated.

Regardless phoning 1855-4 PUBLIC is like phoning 611 from your phone once you put the 10 digit phone number in. If you know the four digit account pin # you can make a payment from the credit card on file. If you don't know the 4 digit account PIN # you can pay with a voucher.

If I have not already linked you to the post on where to get vouchers I will so do so again but they are easily available from 7-Eleven, Shell stations, shoppers drug mart,  superstore... I could go on...

[aw_mobile]

The 2nd account I made links to the new sim card. The new sim is the only working service I have. I thought you could only pay to the sim card your self-serve is registered to which for me is the newer sim. I put the old sim card into my phone to dial *611 and got a message saying I have no service. So I cannot dial *611, it doesn't work when I do.

[darlicious]

@aw_mobile 

Okay going back to the beginning where I said what is stopping you from paying for the service on the old account?

In your mind what was stopping you was if you can't phone from 611 and assuming that the credit card on that account is the one that no longer works because of the fraud  problem. Or because you just can't phone from 611.

Regardless all you have to do is phone 1 855 4PUBLIC you enter the 10 digit phone number from the old account and you pay with a public mobile voucher.

That will automatically reactivate your account. You can then log in with the temporary password reset from the customer service agent where you can then disable the 2FA and reset the password. And you have your old account back and I'm assuming you still have that SIM card.

Whoever you've been dealing with as an agent is an idiot because they should have been able to tell you this in the first place.

[aw_mobile]

The old self-serve account is definitely still active because I can log in with a temporary password. I cannot get to the profile page change to pay or make any changes because I'm blocked by the 2FA. It's the actual phone service that is dead. No data, calls or texts can be sent or received, nor can I dial *611.

[hTideGnow]

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@aw_mobile wrote:

How do I make a payment?

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HI @aw_mobile   you said you have 2 accounts now.   Which one links to your phone number with the working sim card?  you can pay by logging into that account (assuming it is the new one and you can login), or you can pay by *611 and use the 4 digits PIN.  But it probably safer for you to message CS agent back since they are on your case (and I believe the case is still opened).  And with all these trouble, maybe they should just credit you with a free month  🙂

[aw_mobile]

How do I make a payment?

[darlicious]

@aw_mobile 

Aha now it all makes sense. If you are unconverned about losing an account that is possibly on the old rewards program then the CSA can move the phone number to the new account but moving tbe email is a different story and they definitely cannot move rewards.

I'm still confused I'm posting and going to reread from the top.

[hTideGnow]

HI @aw_mobile   So, PM CS agent is on the case?

Can they just move the phone number to the new account as well as the rewards and everything?

[aw_mobile]

I now have two. An old account that is still active but access is blocked by a 2FA, an a new account I created when I got my new sim card.

[aw_mobile]

That is what I did. But once I'm in the account, I'm blocked by the 2FA that I cannot disable until I get to my profile page which I'm blocked from doing by said 2FA. The only solutions are to verify my identity by sending a code to my old service, which no longer works at all, or sending an email which the agent admits does not work either.

[dust2dust]

From the beginning we've questioned the service you got from support. So we're trying to help you figure it out so that you can go back to support with information and evidence.

Adding - oh here we are. Then the fraud might be the problem. It would have been at that time that you would have needed support to help you through that problem. You would have needed to buy vouchers and give them to support and they could reactivate your account. Then for some time after that you would have needed to keep paying by vouchers. But maybe now that's all over 90 days ago from when the company decided to freeze your account. That's what they do. It's like you got some service for nothing. They don't like that.

So your original question...I had thought that email addresses of dead accounts could be re-used. You have already received some suggestions on how to work with that.

But it still sorta sounds like the old account sorta exists. But now you have a new account apparently.

[aw_mobile]

Yes, the card my old account was charging to was frozen due to fraud activity.

[aw_mobile]

Dialing *611 only allows me to make payments to my new account, not the old one.

[aw_mobile]

The agent did not say anything about the status of the service.

My account was set to auto renew so it should be autopaying to that account.

I submitted the ticket.

[dust2dust]

There is no way to not use 2FA until after you're able to login. Then you can turn it off.

As a suggestion to help us help you, could you please directly answer many of the questions being asked. We're all trying to help you narrow down the possibilities. But without those clear answers it makes it rather more difficult.

Autopay has been known to fail for some people. That could have happened.

[dabr]

@aw_mobile   If the account is suspended, then you won't be able to disable 2FA until your make a payment and it becomes active and you're able to sign in to toggle the 2FA off.

[aw_mobile]

It was set to autorenew so it should be still active. Is there a way to remove the 2FA externally?

[gpixel]

@aw_mobile 

one can also use an alias. essentially you are still using the same email.

ie. aw-mobile@gmail.com

aw-mobile+new@gmail.com

only customer support can change your email.

contact customer support and ask them to change your email for you. 

[darlicious]

@aw_mobile 

To clarify do you have one Public Mobile account or two?

[aw_mobile]

And from there I can switch my new account from my alternate email to my old email?

[esjliv]

Thanks @darlicious 😁

[darlicious]

@esjliv 

Take the time to thoroughly read the thread rather than skimming over parts so that you fully understand what the OP has already reported because you are asking questions that have already been answered.

[esjliv]

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@aw_mobile wrote:

About 2 months ago. The service is down completely as if the account was terminated. But support says it's still active. Resetting the password on their end allows in the online account but then i'm blocked by the 2FA.

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This sounds conflicting to me..."Account terminated" and "support says it's still active" @aw_mobile 

If it is still current (meaning Active within 90 days), then go back to that ticket you were corresponding to with that agent, and have them change your password so you can log in. 

[dust2dust]

So you also got two suggestions to either 611 or 18554public to check on the status. Did you? Did you possibly deal with a credit card fraud problem somewhat recently?

The 611 service allows you to make payments using a registered credit card or vouchers. You can also do real time payments in a few stores.

[esjliv]

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@aw_mobile wrote:

So the old account won't terminate due to inactivity?

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@aw_mobile  -Was the agent saying your SIM card is damaged or an issue, or saying your public mobile account/phone number is permanently closed?

Have you been paying for this account within the last 90 days? 

If you have been in nonpay/suspended status for over 90 days, then you lost your Public Mobile account, phone number, and access to self serve.

And, a new SIM card would be needed to activate a new account and phone number. Activation pages here: https://publicmobile.ca/en/on/portal/activation

If the agent meant obtain a new SIM Card and just swap that sim card with your current SIM number, then you do that here see "How To Change Your SIM Card" at the bottom of this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

But, since you have no access to your account, as a CSA to do it for you...click here to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

[darlicious]

@aw_mobile 

What's stopping you from just paying for your plan and reactivating your account? Once you do that you can remove the 2FA and you have full access to your account again. Even if customer support for some reason can't help you right now and the plan amount is more than you want to pay because you want to change your plan you can pay it and then contact customer support to change you to the plan you wish to have and credit your account difference in cost. There should be nothing stopping you from paying within your account unless you need to update your credit card information and you cannot do that. If that's the case then just pay by voucher.

[aw_mobile]

About 2 months ago. The service is down completely as if the account was terminated. But support says it's still active. Resetting the password on their end allows in the online account but then i'm blocked by the 2FA.

[aw_mobile]

They say they can reset old account password to a temp one but cannot do anything else. I tried the reset password method through them and can technically get in, but the 2FA blocks me from getting to the profile page to see why my service was down. Of course I can't send a code to my phone because that no longer works, and after trying the email method several times, I was told that fix doesn't work properly and no reason was given.

[dust2dust]

No. It will terminate due to lack of payment.

[aw_mobile]

So the old account won't terminate due to inactivity?