Urgent 90 Days passed

[mrnathanpowell]

I have a second line that expired today, I had technical issues online trying to pay it, then I went to the store and they could help, then the date passed. It just expired today.

[HALIMACS · Accepted solution]

@mrnathanpowell 

You may have determined by the replies that no one here is a public mobile employee who can do any account related stuff for you.

If you were unable to manage a reactivation of an account that is still in suspended status, (hopefully not permanently deactivated ), you could ask the customer support agents for assistance by contacting them as follows:

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 

2. Send a private message to the Customer Support Agent 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.

[BKNS27]

@mrnathanpowell 

Sorry for you lost.
If you passed the 90 days then your account will automatically be closed, SIM rendered useless and you lost your number.

If your number was issued by Telus, Koodo or PM, there is a chance they can retrieve it back for you.

Enter your number if you don’t remember which carrier you got the number from:

https://www.ipqualityscore.com/free-carrier-lookup 

If it is a Telus/Koodo number, just contact a CS_Agent to help you.

[Korth]

---

@Yummy wrote:

Try to call it and see if it is still active.

---

Calling the number won't be very helpful.

If it's suspended, you'll get a message saying the number does not exist, please check the number and redial.

If it is terminated, you'll get a message saying the number does not exist, please check the number and redial.

[Yummy]

If you went over 90 days then your account is deleted, number lost.

Try to call it and see if it is still active. And try to log in to that account; if you cannot then it is gone. Password change will not help nor agent.

[Dunkman]

@mrnathanpowell 

Are you able to login to the 2nd line (expired) account?  What happens when you dial 611 on this account?  

Did you port over from a different mobile company when you first activated?  Once an account is closed, the number goes back to the original mobile company.  

You may be out of luck, but you can contact customer service agent to submit a ticket.  Usually need to wait 1-2 hours for response. 

Chat with Simon the chat bot to submit a ticket

https://www.publicmobile.ca/en/ab/get-help

[hairbag1]

@mrnathanpowell 

dial 611 on your cell to pay with your on-file credit card. As long as it's under 90 days since last renwal expired, should be good to go.

[Korth]

If the account is still suspended then all it takes to reactivate it is a payment. Enough to cover your plan cost. You could even "change plan" to one that's a lower cost if necessary. There won't be any charges or penalties for deactivation or reactivation, there's no debt which needs to be paid up first, you're not charged for the period of time your service was inactive, you just start a new (30-day) billing cycle up the moment payment is accepted.

If the account is terminated - it has been suspended for more than 90 days - then it is gone forever. Any funds deposited into it are gone, any add-ons or gifts or promos or rewards attached to it are gone, the SIM card is permanently deactivated (cannot ever be used again), and the phone number attached to it is gone (reallocated back to the number pool). There's no refunds, no pro-rated credits, or anything like that. It's just gone.

You can try contacting the Public Mobile CSAs by opening a support ticket in the chatbot. They might be able to help you - especially if the account closed just days ago - though this is an old story which (as far as I know) always ends the same way.

This community forum is public. We are Public Mobile subscribers, we are not Public Mobile employees - we can offer support and advice and solutions to common problems but we cannot access other subscriber accounts or do anything to them under the hood. The only interface to contact Public Mobile employees is their stupid chatbot.