What a nightmare!

[Robert_O]

Okay, so my service expired this morning (credit card renewal). I forgot to update the credit info. 'Customer service' sent me here.

Tried to log on to my account to fix it, only to have my password rejected over and over again...apparently Public Mobile has 'outsourced' passwords now. Okay, I entered a new one...but this also somehow created a *brand new account* even though I used the same username (which is also my email address).. This account will not let me do anything another than activate it by buying another SIM card; when I tell it that I already have one, the SIM number comes up as invalid (really? It worked this morning).

I tried to find a Public Mobile kiosk, but they are all gone now and the Koodo and Telus people are utterly useless. They wanted my "account number" to port the phone number over despite me giving them the phone number *and* SIM number (and despite the fact that they are the same company). No help there. *611 is also a bust, since they ask for a 4-digit PIN number which I have never heard of  and can't access now anyway.

So what is the solution here? How can get into my original account to make a payment or find my account number to port over to another service? I'm seriously thinking about going back to Chatr now...this is ridiculously difficult.

[softech]

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@Robert_O wrote:

CS asked for information I couldn't supply, being locked out of my account (account number, last top-up, last add-on);

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@Robert_O 

reply them and ask them to ask you other questions.  Sorry, PM support is all online, they have to be extra careful and they don't want any chance of talking to the wrong person and causing sim fraud

[Robert_O]

CS asked for information I couldn't supply, being locked out of my account (account number, last top-up, last add-on); as I said, the only thing I was allowed to do, besides post here, was activate a *new* SIM card...which wouldn't solve the problem of retrieving my existing phone number. Again, I couldn't even port over to a new provider (even Telus, ironically). The only thing that DID work was buying a voucher from London Drugs. I now have the phone working again, and will have to see if I have regained access to my account information.

Thanks again to the person who suggested the voucher idea (which I had never even heard of).

[Robert_O]

Thank you. That was helpful.

[HALIMACS]

@Robert_O 

So, to summarize:

1. you want to reactivate the existing public mobile account that became suspended because you neglected to update your credit card details -or-
2. you (perhaps) acquired a new public mobile SIM card and tried to activate a new account -or-
3. you want to port your number to another provider?

What you do next depends entirely what it is you want to do.

[softech · Accepted solution]

@Robert_O   their didn't outsource the password, EverSafe is Telus inhouse login system

Yes, look like there is an issue with linking  your email to My Account.  Understand your frustration but it is an easy fix for PM, just need to message support to engage them.  Please open ticket by messaging them here:

                 https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

Once you got back to the system, you can make a manual payment.

OR if you need the phone back sooner, buy a voucher from SDM/711/Shell/London drug and load the voucher using *611, no account PIN needs

For the 4 digits account PIN, you likley have it setup when you first create the account.  Once you got back into the system, go to Profile page and you can reset it there

https://myaccount.publicmobile.ca/en/account/reset/pin

[Handy1]

@Robert_O  Please 

message support directly
       

while your already here and logged in the community you can send a private message   To CS_Agents click    

                         https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437