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payment problems

kenmcl
Great Neighbour / Super Voisin

Account showing active, have auto pay but phone message says service suspended   Frustrated I can't talk to a real person.

6 REPLIES 6

gpixel
Mayor / Maire

@kenmcl 

if you're talking about 611 that's a normal message until the account finishes renewing. if your services work then you can safely ignore what it says

Meow
Mayor / Maire

Do you mean SMS is telling you it is suspended or when you try to call somebody?

Try to reboot phone (few times if needed).

hTideGnow
Mayor / Maire

HI@kenmcl   can you not able to make outbound calls and cannot make inbound calls too?

 

 

Also, try to  clear your cache, restart the bowser to access My Account again.  Sometimes you might not be seeing the correct info.  Or use Incognito mode.  Use that to confirm if your account is really active and when did PM charge your plan amount

 

To open a ticket with PM CS Agent at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent


If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

will13am
Oracle
Oracle

@kenmcl , can you try checking your account again using incognito mode just in case you might have been viewing a cached version.  If you are having issues with getting the account renewed and need support, use the chatbot link at the bottom of the web page to initiate a support ticket.  This service does not have a call center unfortunately, so no live person available to talk to.  

RossN
Mayor / Maire

@kenmcl hi are your phone services working? it is normal to see that message on the morning of your renewal 

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