Community

KJ2 · ‎09-24-2020

I havent been able to access my account in almost 3 weeks. I keep getting sent links to log in that have expired and I want to quit this company altogether.

RosieR · ‎10-05-2020

@KJ2 wrote:
every time i contact them they send a link to reset, and the link expires or the link is broken, this has been going on for a month with no resolution which is why I am switching providers

@KJ2 I just tried to change my password. After answering 3 questions required, this note appears:

"We have sent you an email that will outline how you can change your login and password."

I went to the email I use as username and there it was.... the link to put in your new password.

The link is not broken. It seems you did not follow the instructions required to change your password --- Click "Forgot your password?" >>> answer 3 questions >>> check your email >>> link to change password >>> type new password

sorry to see you go.

gpixel · ‎10-05-2020

@KJ2 can you copy and paste what the mods said to you. i don't think you have an account here anymore. that's why the password resets aren't working. can you please ask the mods if your number is still active with pm?

anyways of it is so, you can always try to port out using your IMEI# dial *#06# to retrieve the IMEI number. and then use your public mobile account#. you might also need your account pin number.

Jb456 · ‎10-05-2020

@KJ2 so you have auto-pay setup. Is the charge each 30 days the same as it has always been? When you call your number what happens?

If the number is still on PM network and you can't access your account. Try calling this number to access your account.

1-855-4PUBLIC

The system will ask for your number then you should be able to gain access to your account like calling 611 from your phone with a non hacked sim card.

If you can gain access to your account by calling 1-855-4PUBLIC then you should be able to at least remove the auto-pay. After that you'll need to work with moderators to gain access back to your self serve account.

esjliv · ‎10-05-2020

Hello @KJ2 ,

So it sounds like you are still having issues getting into your self serve account!?

I believe you only have a certain amount of time to reset your password when the moderators provide the link. Maybe this is a timing out issue.

This sounds quite frustrating. Try contacting either of these two moderators directly now, and see if they can get you in your account: @Oana_S or @Leandro_G

geopublic · ‎10-05-2020

@KJ2 wrote:
every time i contact them they send a link to reset, and the link expires or the link is broken, this has been going on for a month with no resolution which is why I am switching providers

@KJ2 Submit a ticket to PM and ask them to check the SIM number that is associated with your account. Include in your message you sim number and ask them to verify it. If your account was compromised and a sim swap was performed it means that someone else has take over you account. Mark the message to them Urgent - Sim Swapped.

To submit a ticket to the Public Mobile please start a conversation with the Public's virtual assistant, SIMON by clicking this link.

Enter Mod at the Ask me anything prompt and hit return
Select Account-specific question
Select No, I want a human
Select the Click me! link

In your message describe your issue/problem. The message will be received by Public Mobile and they will respond to it. You will receive a response in your private message inbox.

If you are still having problems contacting Public Mobile then click here.

The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post.

Hope this helps!

KJ2 · ‎10-05-2020

I have autopay on the account and the charges went through with no issues each time.

KJ2 · ‎10-05-2020

every time i contact them they send a link to reset, and the link expires or the link is broken, this has been going on for a month with no resolution which is why I am switching providers

KJ2 · ‎10-05-2020

number is still associated to my account #

I have tried so many times in the last month and been sent so many password resets and still cannot log in. This is why I am switching providers, it is a mess with no solutions

gpixel · ‎10-05-2020

@KJ2 sounds like your number isn't at public mobile anymore. whomever hacked you, ported your number out to a different provider. call your number and see if it rings. what did mods say? is your number still at public?

JoyLuck · ‎10-05-2020

@KJ2 wrote:
I haven't been able to access my self-serve account since Sept 4, 2020. It seems my sim was transferred (not by me) so I suspect m y account may have been hacked? I have tried numerous passwords from moderators and have not been able to log in. The links either expire or the passwords do not work. This is extremely frustrating as the solutions are endless loops. I would like to port my number to a new provider but they said my current # is inactive. How can I activate my current #? I have paid all the bills on time and I do not know why my number would be inactive? Any info is greatly appreciated, thank you!

You need to contact the moderators to see what is going on with your account.

Try contacting the moderators again by replying to your original ticket.

psweetbo · ‎10-05-2020

You may need to make a payment on the old account for the number to be able to be ported.

KJ2 · ‎10-05-2020

I haven't been able to access my self-serve account since Sept 4, 2020. It seems my sim was transferred (not by me) so I suspect my account may have been hacked? I have tried numerous passwords from moderators and have not been able to log in. The links either expire or the passwords do not work. This is extremely frustrating as the solutions are endless loops. I would like to port my number to a new provider but they said my current # is inactive. How can I activate my current #? I have paid all the bills on time and I do not know why my number would be inactive? Any info is greatly appreciated, thank you!

Naepalm · ‎09-24-2020

@KJ2 no access for 3 weeks I would have Private messaged a moderator a bit ago. Try messaging them and see if they can sort this out for you. I only.have issues with signing in when the page is down or my browser is acting up.

RosieR · ‎09-24-2020

@JoyLuck wrote:
@KJ2 wrote:
I havent been able to access my account in almost 3 weeks. I keep getting sent links to log in that have expired and I want to quit this company altogether.
Are you trying to access self service to close your account? If so try calling *611 from your phone to remove autopay. Your plan will expire/close automatically 90 days after the renewal date if you do not pay.

Hi @KJ2 this one ^^^^ by @JoyLuck . This is how I also understand your issue. Your account must be suspended because of lack of funds to renew your plan. No need to let Public Mobile know that you are leaving because after 90 days of your account being inactive, your account is closed.

If this is what you want, sorry to see go. Best wishes! 👋

JoyLuck · ‎09-24-2020

@KJ2 wrote:
I havent been able to access my account in almost 3 weeks. I keep getting sent links to log in that have expired and I want to quit this company altogether.

Are you trying to access self service to close your account? If so try calling *611 from your phone to remove autopay. Your plan will expire/close automatically 90 days after the renewal date if you do not pay.

esjliv · ‎09-24-2020

Hi @KJ2 ,

That is no good at all - sorry to hear this.

If the Forgot Your Password option is giving you the run around, and SIMon the chat bot is not getting you the results to produce your ticket.

You can contact the moderators direct, via private message here:

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

gpixel · ‎09-24-2020

@KJ2 contact customer support mods

click on the question mark chat bubble to the bottom right of your screen
type "locked out of self serve"
(use the chat bubble options, then click "submit a ticket, click me" option)
*login using your community account

make sure to check your inbox(top right corner envelope icon) periodically, for a response

RossN · ‎09-24-2020

@KJ2 wrote:
I havent been able to access my account in almost 3 weeks. I keep getting sent links to log in that have expired and I want to quit this company altogether.

contact a moderator click on the ? Bottom right hand corner Ask Simon to speak to a human this will help create a ticket to speak to a moderator mention password reset check the envelope top right corner for a reply response time is 2 to 48 hours

popping · ‎09-24-2020

@KJ2 wrote:
I havent been able to access my account in almost 3 weeks. I keep getting sent links to log in that have expired and I want to quit this company altogether.

Are you talking about the link in the reset password email?

Sometime, the email arrives couple hours later.

But I just try the reset link and received the password reset email within 1 minute.

Try it again using the Forgot your password? link on the login page.

Helpershelper · ‎09-24-2020

I can understand your frustration with this. Can you let us know the error message you see when you try and login to self serve.