double billed- no service

[oceanwood1]

please advise how to resolve an issue of no service after being double billed.

[softech · Accepted solution]

@oceanwood1 to avoid browser cache confusion, please  login My Account again using Incognito mode and confirm if account status is active, if the cycle date showing now until sometime next month

If it shows active,

• first try to reboot the phone
• If that does not work, change the Preferred network type or network mode to 3G only or WCDMA only and see if it works
• Try to click Reset All Networks and see if it helps
• and do you have another phone to test the PM sim ? just to make sure it is not a device problem.  Also, that can force a sim card re-provision and it could resolve the problem
• Also, try the phone in another area if possible, it could be just a local network outage

If nothing works or it shows ON HOLD (Suspended), please open ticket with PM support

 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

[Dunkman]

@oceanwood1 

Check your payment history page.  Do you see the double charge?  Do you see available funds?  

Is one of the charges on your credit card bill a pending charge?  

This website has caching issues.  You might want to try to login in incognito mode, clear cache or a different web browser.  That might show more accurate status of your account.