nightmare

[liane_44]

if you have not yet signed up with public mobile, DONT!  i have never had such a horrific experience as i have had with this company. It is not worth it!!!

[hTideGnow]

Hi @liane_44 

you said you cannot make a payment, but earlier you said you paid $60 or so??

you can wait for support reply, or if you like, message them again

[liane_44]

nothing from support. i did it says "sorry your service has been temporarily suspended" and i cannot make a payment because they wont accept my visa thats on the account

i have submitted a ticket but havnt heard back. can someone else submit a ticket for me?? have someone contact me via email? anything, please im desperate here

[dust2dust]

Wow, still nothing from support.

No credit card problem in the last few months is what I mean?

And did you do that #, 4 to get your balance?

[liane_44]

no credit card problem! my credit card is totally fine. used it today and used it to buy the stupid muskbird payment! the transaction has come out of my credit card and said its complete but my account is still on hold. I really need someone to help. i cannot continue without a phone!!!

[liane_44]

i dont see a red number or anything next to my flower icon. 

[LitlLdy]

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@liane_44 wrote:

i have been waiting... i really need a phone its been two days now

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@liane_44 , I am so sorry I missed the part that it has been 2 days! Did you send a CS_Agent a private message for help 2 days ago? Or trying to fix it yourself? This would be extremely frustrating. I know since being without a working phone service is not doable for me either due to my life alert system! It shouldn’t take this long!

[dust2dust]

Still other questions and suggestions outstanding but sure yeah just wait for a reply from support. If you're on a non-mobile browser then you'll see a red number above the envelope icon next to your flowers avatar. If you're on a mobile browser then tap that avatar and see if you have a red number next to messages.

[liane_44]

i have been waiting... i really need a phone its been two days now

[LitlLdy]

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@liane_44 wrote:

my payment is 45$ and i put 60 (cost me 72) to make sure it covered the balance. still nothing

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@liane_44 , this may be a dumb suggestion but reboot your phone & see if it will somehow make a difference to suddenly start your service working again! Or reset your network settings & reboot your phone. Odd things happen but just a suggestion. Sorry 😞 

[hTideGnow]

HI @liane_44 

this will get sorted out for sure.  Wait for agent to reply

[liane_44]

my payment is 45$ and i put 60 (cost me 72) to make sure it covered the balance. still nothing

[dust2dust]

No, don't spend any more money. Did you press # and then 4 to get a balance? What plan are you on? Your balance could be the amount you paid with muskbird or that payment minus your plan cost (and possibly any rewards in all that math)

Adding - again...credit card problem?

[LitlLdy]

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@liane_44 wrote:

i have spend 8 hours now trying to get my phone working. i have visa cards and money to pay but this company is such a mess!! 

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@liane_44 , if you sent a CS_Agent a private messenger 8 hours ago send them another message to see what is going on! That is way to long to wait!

Edit: I wouldn’t suggest paying more money on a service that isn’t currently working. I would prefer to wait to hear back from a CS_Agent to get the issue fixed 1st! Especially since as you stated there’s nothing wrong with your credit card.

[liane_44]

i have my 4 digit pin to use my visa. it just says it was "unsuccessful"

[liane_44]

sorry your service has been temporarily suspended. i have already tried this muskbird payment. now should i also top up with a voucher. just keep throwing money to get nothing activated? this is impossible

[dust2dust]

Ok good. You're account is still partially alive. Dial the number again and press # and 4 to see if you have a balance. Hopefully your money is there. It saddens me that that didn't reactivate your service. Maybe do a full power off restart of the phone. You would have needed your 4 digit account pin to use the registered card.
So, can you answer if you had recently dealt with a credit card problem?

[liane_44]

i bought a top up through muskbird.com. the payment has gone through with my visa ( that works for everyone) but still no phone line, still cant make a call still locked out.. now what?

[liane_44]

i have spend 8 hours now trying to get my phone working. i have visa cards and money to pay but this company is such a mess!! 

[liane_44]

it says- sorry your service has been temporarily suspended- is what they both say. 611 and the number. i try and use my visa and it doesnt work ( my visa is fine and working for everything else) i just paid 70$ on that muskrat  and that doesnt seem to have worked either. now i am down 72$ and still nothing

[dust2dust]

Did you try 611 after that payment? Are your services working now after that payment? If you have another phone then dial 1-855-4pu-blic and enter your number and tell us what it says. Hopefully it doesn't say invalid or not found or something.
Did you deal with a credit card problem recently?

[LitlLdy]

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@liane_44 wrote:

i did send a private message and i am still waiting. no one has been able to resolve this

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@liane_44 , please give them time to respond. It is not instant, they have other Customers before you to help. You may get a quick response or it may take a few hours depending on how busy they are. Sorry 😞 I know it is frustrating.

Edit: I prefer to wait for a response from a message back from a PM CS_Agent instead of with a different company waiting on hold for several hours on the phone then transferred from one Agent to another just to get disconnected 2 hours later & repeat the process again! 😞 

[hTideGnow]

HI @liane_44 

they can resolve it.  Usually agent reply in 2 hours

If waited longer, please message again

[liane_44]

i did send a private message and i am still waiting. no one has been able to resolve this

[liane_44]

611 doesnt work and i cannot access my account. i just paid muskbird.com to top up my account 60$. we will see if that works. 60$ to top my account up just to leave. I would honestly pay much much more to leave this company!

[Handy1]

@liane_44 Have you not signed in over month or two there’s a new ever safe ID that we all have to create for 2FA 

[hTideGnow]

HI @liane_44 

it is just the account login problem with Self Server My Account.  

Please submit a ticket with CS agent here:

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

[liane_44]

when i try and access my account it just says - Start activation, and brings me into a loop of signing in - i cannot access my account despite trying to reset my password

[LitlLdy]

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@liane_44 wrote:

my account got dissconnected yesterday because my visa was "expired". it is not expired. i reached out to try and update it or give a different payment method and no one could help me. So i have now tried to go with another company but they cannot access my phone number because public mobile has locked it. i cannot use my phone or even leave this company because i keep getting error messages from public mobile. I am now two days without a phone and 6 hours deep into trying to get help. Its an absolute nightmare. i work in a hospital so not having a phone is not acceptable

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@liane_44 , have you sent a private message to a CS_Agent to ask for help with this? Meaning that you stated it says that your credit card is expired when it isnt & you are not able to get this working maybe theres an issue on your account that they can fix for you. Things do happen unfortunately. 😞 Sorry, I know this is very frustrating!

You can send a private message to a CS_Agent using the link: ->   https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Customer Support Agents are available from:

• Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox (envelope icon) at the top right of this page to the left of your community avatar on your computer or by clicking on your avatar on your device.

[hTideGnow]

HI@liane_44 

where it says expired? sometimes the system just not able to take money from CC for multiple reasons, not necessary it is expired

you can try to login My Account again and make a manual payment

and yes, to port out the number, you need an active account.  Only exception is to port into Koodo or Telus

[dust2dust]

Why would you reach out to someone? Are you not able to log in to your account? You can partially check and fully change the card there yourself.

In addition to vouchers and 611, you could use muskbird.com and choose their RTR option and that will go straight into your account. Then the account would reactivate. Then you can take your time to figure out what's going on the credit card.