Suspended service

[jayy]

I purchased public mobile for the purpose of keeping a phone number. The payment was set as pre-authorized. I was not notified at all that auto pay was disabled. Not until I was told by a friend, did I notice auto pay had stopped. I’m trying to get this number back as public mobile stopped the service, and have had no luck. Can public mobile please continue with auto pay to reinstate my number or give a call to deal with this?

[Anonymous]

 @jayy : How about your payment cards? When did one of them last pay Public Mobile?

I ask just for more evidence. If you haven't paid for over 4 months then your account is gone and everything with it.

[jayy]

I don’t Rmr the last call, I just need this number back.

[darlicious]

@jayy 

Have you had the pm sim card sitting in your phone for more than 89 days and you have not once picked it up to make a call or send a text or check to see if you have recieved a call or text for more than 89 days? You haven't looked at it to see if it had any bars or PUBLIC MOBILE in the corner of the screen? You haven't skimmed over your any of credit billing statements to see what you have or have not been charged for? If you cannot connect to 611 or log into your account then its been deactivated.. 

The good news is when you call it it says its not in service which means the phone number has not been reassigned. To try and retrieve the phone number you will have to go back to the original provider that you got the phone number from and inquire about activating an account with them in order to reinstate the phone number with active service.

[HALIMACS]

@jayy 

So just to be clear, when the SIM is used in a different phone you have full calling and texting features?

Make sure your current phone has the latest software updates applied. Reboot, restart, insert SIM card and try again.

[Anonymous]

 @jayy : When was the last time you recall making or receiving calls or texts? If you look back in your payment card history when last did you successfully pay?

[jayy]

When I dial *611 it immediately drops the call. When I call the PM # it says enter your number (not in service) then says invalid # and drops the call.

[Anonymous]

 @jayy : So what happens when you (or someone) dial(s) 611 from the phone with the SIM in it? Or if you're not at the phone can you dial toll free North America 18554public and enter your phone number and hear what it says.

[jayy]

The sim is in an active phone, it gets regular calls to it. That’s why I was surprised because I get texts about promos but nothing of service being suspended. I was told by someone the number says not in service when called, which is what prompted me to check. I have it on auto pay so it was not a concern to me.

[Anonymous]

 @jayy : Near the end of a term, PM sends a "heads-up" text letting you know it's renewal time. If that renewal fails then it would send a text saying so. No autopay is perfect anywhere all the time. Often it's an expired card or zero balance left or you changed your billing address. But this place has been known to have a flaky payment system for some. It was your lucky day. Also when you get your payment card bill you might wonder why you have a little less balance owing on your payment card and peruse the transactions.

I gather you were just "parking" the phone number. So you don't have the SIM in a phone in Canada? Most people would notice their services stop that morning. Which means that you wouldn't've seen any of this other than money _not_ going out which is a little harder to notice.

If you can have the SIM in a phone in Canada with signal and dial 611 you could gather that last piece of evidence of where your account is at.

[HALIMACS]

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@jayy wrote:

How do I do that? It asks me to login each time and it won’t even work. It was set on auto pay, is it it even my fault? I’m thinking of complaining to CRTC.

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@jayy 

If you mean how do you contact moderator, do so by clicking here

Complaining to the regulator would be to the CCTS, not the CRTC. 

[jayy]

How do I do that? It asks me to login each time and it won’t even work. It was set on auto pay, is it it even my fault? I’m thinking of complaining to CRTC.

[esjliv]

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@jayy wrote:

I purchased public mobile for the purpose of keeping a phone number. The payment was set as pre-authorized. I was not notified at all that auto pay was disabled. Not until I was told by a friend, did I notice auto pay had stopped. I’m trying to get this number back as public mobile stopped the service, and have had no luck. Can public mobile please continue with auto pay to reinstate my number or give a call to deal with this?

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@jayy ,

Reactivate A Suspended Plan

You need to do is top-up your balance to keep the current plan going. You have up to 90 days to make a payment and, after doing so, your payment cycle will restart and your service will resume.

After 90 days of non-payment, your account will be permanently deactivated, which means you will:

1-Lose access to your phone number, and won’t be able to transfer it to a new provider in the future.

2-Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

So ensure you reactivate your account before the 90 day is up...probably at least 4-5 days before your 90 days is up to ensure all is good.

Reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and  amount due.
3. Select the reactivate account button.
4. Restart your phone.
or Using 611 to make your payment: ( you need your 4 digit pin to buy an add on)
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

[darlicious]

@jayy 

If you recently lost service or are within the 90 day window (89 days) follow this method to make a payment or purchase a voucher from Shell, SDM, 7/11 or London drugs and add it via 611 on your phone.....

Follow this method for adding a card/ making a payment. Use #1 and #2 only if you already have a card on file. Read the emboldened paragraph then procede to follow the instructions in the final paragraph.

1. Reboot your device.
2. Clear your browser, use secret/incognito mode in firefox, chrome or safari.
3. Choose replace card rather than remove card.
4. Copy your address from your billing statement.
5. Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
6. Do not put a space in the postal code. X0X0X0 not X0X 0X0.
7. USE ALL CAPS if necessary.
8. Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active  click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot.

[HALIMACS · Accepted solution]

Here's how to contact a moderator, @jayy , if you need assistance with your account.

You might also wish to search the Get Help articles or ask the SIMon chatbot bubble on the bottom right for answers to common questions about accounts and services and payment options.

To contact a moderator, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type moderator assistance, then select account-related issue, then select you need a human now.  Follow the prompts to submit a ticket,  or, 
2. Send a private message to the moderator by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[LurganIeUk]

You need to contact a MODERATOR. 

[Dunkman]

@jayy 

How long was your account suspended?  If more than 90 days, your account would be closed permanently and your number lost.