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JoanLi · ‎02-14-2022

the phone is still no service after paid off

computergeek541 · ‎02-15-2022

@BKNS27 wrote:
@JoanLi
When you paid off your plan, did you include all the taxes that applied in your province. The amount on your account does not include taxes.
If you did, try powering off the phone then power back on.

The account doesn't show the tax, but customers don't need to try to add it in. That gets done automatically. A customer wouldn't be able to forget to pay the tax.

esjliv · ‎02-14-2022

@JoanLi wrote:
the phone is still no service after paid off

@JoanLi - are you a new or existing customer, and what troubleshooting have you tried ?

Well, here are some for you to try, if you have not already :

*turn off your phone, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*reset network settings on your device

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

*manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) to see if service improves

Also, can you try your SIM card into another phone to see if any services works?

If this was a new activation and still having issues, ask Customer Support Agents (CSA) to check on your account.

Methods to contact them here: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

BKNS27 · ‎02-14-2022

@JoanLi

When you paid off your plan, did you include all the taxes that applied in your province. The amount on your account does not include taxes.

If you did, try powering off the phone then power back on.

darlicious · ‎02-14-2022

@JoanLi

Do you see your plan amount in your available funds on your account page? If not then manually top up your account balance to equal or exceed your plan amount by choosing "other" amount on the payment page and confirming and submitting your payment. Your plan should automatically reactivate.

If it does not automatically reactivate and/or your available funds currently equals or exceeds your plan amount go to the plans or usage page and click on the lost/stolen feature. Suspend your service. Log out/in. Resume your service. Your plan should automatically reactivate now.

Check your transaction history for your 30 DAY PLAN.....$10 charge and the 100 MINUTES.....$5 or 1GB(?) DATA AT 3G SPEED ......$15+ charge with today's date to confirm you have reactivated your service. Log out and reboot if necessary.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Rusty · ‎02-14-2022

Hi JoanLi,

I'm assuming this is a new thread, would you mind elaborating with more information? Do not post anything "private" of course. You can also contact someone to look into it for you if you think it's a problem with the service and not a payment issue as you've stated. Just click on the chat bubble in the lower right of your screen. Hope this helps! Thanks for your patience!

Dunkman · ‎02-14-2022

@JoanLi

Sorry to hear about your troubles. More specific details around your situation would be helpful.

Did autopay fail?

Is your account status active or suspended?

New customer versus old?

Does your payment show up as available funds?

Maybe try rebooting your phone.