cant make calls!

[Toblerone]

I have no service and unable to log onto my account!

[darlicious]

@Toblerone 

Did the message say we cannot locate your phone number? When was the last time you had active service? Have you tried swapping sim cards with anyone other than your son?

Edit:

Where are you located?

[hTideGnow]

@Toblerone   how long you lost you line?  was it just recent? or you have not use this line for sometime?

[Toblerone]

Also says I can only make emergency calls. I cant even log on my account. I can just log into the community for help.

HELP!

[Toblerone]

Called the number ....entered my public mobile number ... says unable to process and disconnected?? please help, I need my phone, my son has public mobile service too and his phone is doing same thing.

[darlicious]

@Toblerone 

All services? Calling? Text? Data? Can you call 611? If not call 1 855 4PUBLIC from a different phone and enter your 10 digit phone number. That will tell you your account status.

Check for local service outages. If there are none then the issue is either with your phone or the sim card.

What is the error message on your phone? Test your sim card in another working phone. If possible test another providers working sim card in your phone. This will determine if it's a device issue or a sim card issue.

Report back with your results and we can advise you of your next step.

[hTideGnow]

---

@Toblerone wrote:

bull**bleep**! my phone was fine yesterday and my sons phone doing same thing! 

---

So, you have 2 lines and both the same? or you meant you already try putting your sim in your son's phone to test?

[CountyDownIeUk]

---

@Toblerone wrote:

bull**bleep**! my phone was fine yesterday and my sons phone doing same thing! 

---

😀Oh...now you say.😀  Any more details? The more details you can provide allows for more accurate help. 

[CountyDownIeUk]

You need access to your My Account....right?

Do you remember the email address you used to set up yiur My Account?

If yes try forgot password  and make a new one. 

Or list all of your emails and try one at a time. 

If that all fails contact a CSA here and get some help, HERE. 

The sooner you you get on it the better. It can take a few hours or a day to communicate. 

[HALIMACS]

Uhm, take it easy @Toblerone , we're customers like you trying to help.

Perhaps there's a service outage in your area.

If you'd rather deal with Public Mobile staff, click  here to send them a private message.

[Anonymous]

@Toblerone 

check the service outage TELUS Status 

[Toblerone]

bull**bleep**! my phone was fine yesterday and my sons phone doing same thing! 

[HALIMACS]

@Toblerone 

If you're account is displaying as active, there's a chance your device may have been blacklisted.

Check here:

Check the Status of Your Device in Canada - DeviceCheck.ca

[Anonymous]

@Toblerone 

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
they can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

• please include in your message,
  
• phone number,
• account 4 digit pin,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

[Toblerone]

my account is up to date auto pay is fine not due until the `1st of the month please help! 

[hTideGnow · Accepted solution]

@Toblerone   Maybe Autopay failed?  you might got a text from PM about that.

can you call *611?  if you know your PIN, you can try to make a payment with 611.

or if you need it back quick , try to get a voucher from retail and load the voucher via *611 (get the voucher from SDM or 7-11 or Shell, their voucher can be loaded immediately)

To get your My Account credential back ,you can try the forgot password link and try to provide the proper email address.  If you cannot reset it that way, open a ticket with PM using the Chatbot.  Follow this to get to ticket open quicker:

1. type: Forgot log in information
2. Click "Contact Us"
3. Click "Click here to submit a ticket"
4. you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

[Toblerone]

i did reboot ...still no service says i can only make emergency calls!!

[Triguy]

Try calling 611 to check your account status.

Try rebooting your phone.