Switched to new rate plan with phone & text, but getting no phone and text service.

[mounagaon]

So I recently requested via PM's email support system to have my 90-day plan switched to the new rate plans that were recently announced.

On Monday evening (August 8), someone from PM emailed me back saying that they had applied my plan switch request. I had requested the following:

• 90-day pass
• Unlimited Provincial Talk
• Unlimited International Text
• 12 GB Data

When I look at my plan details on the Self-Serve system, that's exactly what's on there. However, when I tried to send some SMS texts, both to local and international numbers, I keep getting a message from 611 saying

"Sorry, your current plan does not include text messaging. To update your plan to include texting and for info about your account visit selfserve.publicmobile.ca"

I've also received a few texts saying someone tried to send me a text but I don't have texting on my plan.

I tried using the phone service, trying to dial local numbers and my voicemail number, and I keep getting a message saying I don't have phone service on my plan. When I try calling my Public Mobile number from my office, it goes straight to voicemail.

The only thing working for me right now is the data plan. So mobile internet is working, so I can at least use other messaging services. However, I cannot tell if and when anyone is trying to reach me on phone, and I also use SMS to receive verification codes for some of my online accounts, so those have become difficult to access without text service.

This has been going on since Monday evening. I tried replying to the email I got from PM's email support when they confirmed my plan change, but I haven't received any response from them. I've also tried sending a new email support request on Tuesday, but that has also not received a response.

I've tried rebooting my device (iPhone 6S) numerous times, and I've tried the PM SIM in a different device that I know would normally work, but without any success (same issue, no talk or text, but data works).

Since the email support seems to be unresponsive at the moment, it seems my last hope is to try and see if I can get someone to help me on the Community forum here. Any help would be appreciated.

[ericpelletier13]

Dear Shazia_K, 

I am having the same issue here described and have tried resetting my phone as the solution states. Unfortunately, this has not solved the issue. Is there any other advice you may have on this topic?

Thank you very much for your time on this matter.

Hope to hear from you soon and best regards,

Eric

[Shobi]

Hi I have the same problem. I activated my SIM on my phone today, and restarted my phone but I cannot receive or send texts or calls, and I cannot use my data. Is there anything that can be done?

[mounagaon]

Everything (talk, text, data) is working fine now! Thank you very much @Shazia_K and @imm1304 !

[Shazia_K · Accepted solution]

@mounagaon, 

Can you give your phone a test? please reboot the phone first 🙂

Thank you @imm1304, trust! we wouldn't be where we are without our amazing members!!!!  😄

Shazia

[imm1304]

You're welcome @mounagaon, the community is awesome and made much better by the moderators. 

[mounagaon]

Private message sent.

Thanks @Shazia_K and @imm1304 for your quick responses! I guess I should've gone through the Community first 🙂

[Shazia_K]

Hey @mounagaon, 

I'm truly sorry about this, 

Can you please send me your Public Mobile phone number via private message? I will be glad to look into this for you right away. 

Thank you @imm1304 

Shazia

[imm1304]

Hi @mounagaon!

One of our super helpful mods will be able to fix this for you.  @Shazia_K

You will need to provide some info if your community and selfserve accounts are not linked by the same email address.  Don't worry, this will get fixed soon.