Suspended service

[Monique6]

My phone is not working for last 3 days. I talked to Gaby yesterday (in Community) I had ticket (Ticket ID:405554-172) and was told that I needed a voucher for $30. for a payment in April. I got it, and Gaby said that she submitted my voucher to the fraud department. Then she came back and another payment on credit card had not gone through in May. So I got another voucher. When I gave the PIN # to Gaby, I suppose she was done work, because she never answered back. This morning, I still have no service. Everything is paid now and I am very sorry. Please help!

[RavingRaven]

@Monique6 

Are you able to call 611 from your phone? If so do you get your basic account info or the message about the talk booster? If it's the latter...the message then you will have to wait for an agent to reply to your message that you sent with your PM voucher PIN#.

Whatever happened with credit card (charge back, lost, stolen etc...) when the card issuer reversed your prepaid plan payments for your Public Mobile services it becomes a case of fraud in their eyes. This means restoring services and/or access to your account is beyond the reach of front line agents like Gaby. The agent is only the go between that passes your info along to the fraud department and waits for their authorization that you have satisfied the requirements set out in the fraud policy.

You will have to be patient.

In the meantime download textnow so you can call and text while you are on wifi until you get your services back.

[hTideGnow]

HI @Monique6 

call the number from a landline

[Monique6]

This is what I am doing. I have asked for help twice more this morning and your answer is what I get. I can't call the number you posted because my phone is suspended. 

ANYONE with a real solution? 

[hTideGnow]

hi @Monique6 

Gabby is gone for the day, but CS_agent is a shared mailbox, someone else will reply.  You can reply once more and ask for update

and call 1-855-4PUBLIC to check the account status, does it say active or suspended?

[Monique6]

thank you. Gaby is not replying. She asked me to get the second set of Vouchers and I gave her the PIN numbers. But she was probably gone and is not on this morning. I don't know how to 'reboot' the phone. I turned it off and then back on, is that it? 
Still nothing.

[hTideGnow]

hi @Monique6 

if CS agent or Gaby has been helping, best to reply the message and they can check if they see account active on the system

And what you can do on your end is to try Reboot the phone and see if it connects to PM network

[Monique6]

I still get the message " For security reasons, we couldn't log you in at this time. If you believe this is an error, please contact Customer Support for assistance.". And I can't call the number you gave, because the service is suspended. 
A message says that I need 'an active booster', which I think was a voucher, which I got and transmitted the PIN # to Gaby yesterday afternoon.

[Monique6]

Thank you! I'll try these.

[softech]

@Monique6 

can you login to My Account and check if the account showing active?

or call 1.855.4PUBLIC and enter your phone number, check what system said about account status

and for the service, try reboot your phone first.  If issue persists, test your sim in another phone if it is a physical sim