my phone service is disconnected

[JFOW]

I;m getting a message from Public saying my service is disconnected.

I ahve autopay on my bank account for public.

I got a text from public and saying it was paid and I got $2 in rewards

but now it says my account is not paid and I have no service

I had plenty of funds in my account so I am baffled

When I call public help it ells me I have to pay 26$

I am going to bank tomorrow to confirm that my account was paid.

I had to use a friends phone as mine died.

he used public before.

I put my sim card in his phone..

I can't use my credit card to pay it now to get it going

(even if I am paying double)

as the recording says my card must be preregistered

I never di that as it was autopay from my bank account

Does anyone have any suggestions what i can do as

I have no service which is causing havoc and I cannot

find any way to ensure that this account is paid as I cannot

talk to anyone to explain or find out what happened

and how to fix it?

thanks

edited by comptuergeek541: phone number removed

[Karen57]

It works!

Thank you and I am sorry for being such a pain, in my total confusion and frustration I gave the wrong phone number. But, it now works  

Again 

Thanks 

Karen Fontaine.

[Anonymous]

---

@hellenyu2017 wrote:

I remember last month my data plan is 500mb +500mb(auto pay bonus) plus 1 gb promo. Today I cheched my data, only 1gb promo left. Am I not allowed  to have the 500mb + 500mb? Thank you

---

When did you renew your plan? Perhaps you've used all of your 500+500.

[hellenyu2017]

I remember last month my data plan is 500mb +500mb(auto pay bonus) plus 1 gb promo. Today I cheched my data, only 1gb promo left. Am I not allowed  to have the 500mb + 500mb? Thank you

[CS_Agent]

Hi there!

If you are having trouble with your services, the next step is to contact a moderator. Here is the link to create a ticket through SIMon:

https://www.publicmobile.ca/en/bc/get-help -> on the line "ask me something" write "moderator" -> then click on "account specific question" -> afterward click on "no, I want a human" -> finally you will see an answer "submit a ticket Click me!"

Hope that this information was useful! 🙂

Mihaela_N
PM Moderator Team 

[darlicious]

@JFOW  Thank you for the clarification about your account. The auto pay on your account has failed. This does happen. Auto pay will not try to charge your account again. It is only scheduled to do this one time upon renewal. If it fails it is up to you to rectify this situation. You must add funds to your account. No one else....even the moderators can do this. These are your options: buy a voucher and add it thru your self serve account or by dialing 611. Add funds from your card set up thru Auto pay either thru your self serve account or 611. Use a credit card and add funds thru your self serve account by doing a one time payment. Once there are funds in your account make your payment and use the reactivate button. Reboot your phone. Your service should then work. If not use the troubleshooting methods youve been given. Then whether or not your services are working contact the moderators to fix the issue with your Auto pay. These are your choices...your account will not magically pay itself. Getting your service to work now is 100% up to you. Good luck.

[Anonymous]

---

@JFOW wrote:

My Bank account shows the payment of 29.12 going to Public Mobile BC on October 31.

As of today, November 30, nothing from Public has gone through my account. 

Account balance is over $1,000 and I have overdraft protection. 

Here is a photo of my screenshot of my account page.

Sorry it wont let me send it as it is an adobe file I copied from the site.

i dont have a camera or know how to use this.

The technology with Public is very user unfriendly and difficult.

I ahve had no phone service at all and have serious family and business issues

I must deal with and am marooned with no communications at all except

home laptop and I have done nothing wrong.

I dont know how long I can wait before I have to go to another phone

service provider who wont cut me off for no reason..My patience is just about  over.

thanks for getting in touch.

---

Seriously. Have you done any of the suggestions mentioned in this thread? Have you had any contact with the moderator team?

The key suggestions would be manually adding a dollar or small voucher amount and/or using the lost/stolen procedure.

If you have a credit card then try to pay with that.

Rather than fighting forever with increasing frustration as to why your existing payment method isn't working...just work around it. Get your services working and then have the luxury of time to try to figure out why your preferred payment method isn't working.

We still haven't seen a screen snip of your overview page so that we can see what you see.

[JFOW]

My Bank account shows the payment of 29.12 going to Public Mobile BC on October 31.

As of today, November 30, nothing from Public has gone through my account. 

Account balance is over $1,000 and I have overdraft protection. 

Here is a photo of my screenshot of my account page.

Sorry it wont let me send it as it is an adobe file I copied from the site.

i dont have a camera or know how to use this.

The technology with Public is very user unfriendly and difficult.

I ahve had no phone service at all and have serious family and business issues

I must deal with and am marooned with no communications at all except

home laptop and I have done nothing wrong.

I dont know how long I can wait before I have to go to another phone

service provider who wont cut me off for no reason..My patience is just about  over.

thanks for getting in touch.

[darlicious]

@JFOW  After reading thru this thread from what I can tell is you have auto pay set up on your account thru your bank account....so presumably  with a visa/debit or similar card. You have sufficient funds in your bank account. Your rewards have been applied to you self serve account so this is not the issue. (As has been for some...but they are showing in your account.) To clarify is pm asking for $26? ($30-$4rewards)It sounds like you auto pay has failed. Does your payment history show pm taking the $26? Like it has previously? If it does not show pm taking the funds you have to either add the funds manually from your card that is set up for auto pay or buy a voucher from a retailer and add it to your account. Make sure you add a couple of extra dollars in case you need to add an extra $1 to " jumpstart" your account. Add $28 dollars. Then click on the reactivate button. Reboot your phone. It should then work. If not go back into your account add a $1 payment. Click reactivate. Reboot phone. Does it work? If you have not already then you must contact a moderator to look into your account. Click on the (?) at the bottom right of your screen and submit a ticket via Simon. Ask for a human or a rep then follow the prompts to explain your issue and submit. Then keep an eye on your private message box for a msg from the moderators.

[JFOW]

funds were there for the $26   

there was no problem with funds being there

I am baffled by this

they have been withrawing since Februay of this year

[JFOW]

direct deposit withdrawl from Ban Account

thanks

[Dunkman]

@JFOW 

What did  you use for autopay?  Visa debit card from the bank?  credit card?  There is no direct withdrawal from bank accounts. 

From your screenshot, you got your rewards credited, but don't see any other funds being loaded into your account, unless the information is on the other page.....

[JFOW]

I meant paid at the Bank

thnx

[JFOW]

Just sent both screenshots

thanks for any suggestions what to do..

much appreciated!

been without service all day

and account was paid today as far as I know

by autopay at the bank

?????????????????????????? 

[JFOW]

• Make a Payment
• Transaction History

Transaction History

To view your Transaction History, select a date range within the last 180 days (approx. 6 months) and click Search

Last 7 days Last 30 days Last 90 days Last 6 months	to

Date Transaction Type Credit (Payments) Debit (Charges) Balance

Nov 29, 2019	Reward - Refer-a-Friend ($1 per active friend) /Récompense - Référez-un-ami (1 $ par ami actif)	$2.00		$4.00
Nov 29, 2019	AutoPay Reward	$2.00		$2.00
<< < [1]             > >>

[Dunkman]

@JFOW 

In your self service account, is your account status active or suspended?

As mentioned previously, screenshot your overview page and your payment history page would offer more details.  

[computergeek541]

threads merged

[JFOW]

still no solution

no phone or text service all day

dont know what to do next

[JFOW]

yes

thanks

[Anonymous]

---

@JFOW wrote:

I ahve no phone service all day

and I got a text telling me it was paid and I got $4 in rewards

I have no phone or text and have urgent matters to deal with..

Anyone ahve any ideas how I get this phone to work again?

Public say I owe $4 but my account is $30 a month

there is plenty enough in account to cover this..

$4 is my rewards according to the text I got today..

I am stumped as none of this makes any sense..

Suggestions??

Much appreciated..

---

??? You already have an active thread on this same question.

[JFOW]

I ahve no phone service all day

and I got a text telling me it was paid and I got $4 in rewards

I have no phone or text and have urgent matters to deal with..

Anyone ahve any ideas how I get this phone to work again?

Public say I owe $4 but my account is $30 a month

there is plenty enough in account to cover this..

$4 is my rewards according to the text I got today..

I am stumped as none of this makes any sense..

Suggestions??

Much appreciated..

[JFOW]

I hit the reactivate button

but its is still not working

thanks

[popping]

---

@JFOW wrote:

what is the overview page?

thnx

---

Overiew page is the first page after login to your self-serve account.

[Anonymous]

---

@JFOW wrote:

what is the overview page?

thnx

---

When you log in to your self-serve, it's the landing page you arrive at.

[popping]

---

@JFOW wrote:

my account says $4 is owning?????

this sounds like the rewards?

I am baffled

funds are there in bank for all of this..

messsage on text said it was all paid

something is haywire here..

?????

thanks for any ideas as to what to do

to restore my service

as far as i can tell I'm paid in full..

I really need my phone as I'm dealing with some urgent issues

thanks again  

---

Please post a screenshot of your payment history with your personal info masked out.  We will take a look on what happened to your account.

[JFOW]

what is the overview page?

thnx

[Anonymous]

---

@JFOW wrote:

my account says $4 is owning?????

this sounds like the rewards?

I am baffled

funds are there in bank for all of this..

messsage on text said it was all paid

something is haywire here..

?????

thanks for any ideas as to what to do

to restore my service

as far as i can tell I'm paid in full..

I really need my phone as I'm dealing with some urgent issues

thanks again  

---

Maybe post a screen snip of your overview page. Blank out personal info of course.

[JFOW]

my account says $4 is owning?????

this sounds like the rewards?

I am baffled

funds are there in bank for all of this..

messsage on text said it was all paid

something is haywire here..

?????

thanks for any ideas as to what to do

to restore my service

as far as i can tell I'm paid in full..

I really need my phone as I'm dealing with some urgent issues

thanks again  

[popping]

---

@JFOW wrote:

Message says "We couldnt complete your call since you dont have

an active plan on your account"

I had to borrow this phone from a friend and put my sim card in it as

my phone died and I am waiting for new phone to arrive in 7-10 days

thanks  He had public on this phone but it was for his daughter and he shut it down

I think. My plan is fine and was charged and paid full $39 today minus $4 in rewards,

I dont know what is happening.

Thanks for any ideas on how to cure this.

John

---

You plan may not be provisioned correctly.  Adding $1 to your account may trigger PM server to provision your account again.

[Anonymous]

---

@JFOW wrote:

i get this message when I try to make a call..

thanks

---

Have a read here.

[JFOW]

i get this message when I try to make a call..

thanks