As you know, our Community is the place to get all the Public Mobile help and support you need! The Community is also the place where you can get assistance from our awesome Community Moderators when needed
Contacting Public Mobile is easy! Depending on the topic, there are several ways you can contact us.
If you have a general question regarding your account
(ie. account balance, renewal date, usage/payment history, add-ons etc)
You can find that information in your Self Serve account. To learn more about what you can do in Self Serve click here
If your general question can’t be addressed in Self Serve
Head to our Community and try the following three things:
A good first step is to ask our friend Simon, our chatbot, your question by clicking on the Question Mark icon found on the bottom right-hand side of the Community page. Simon can answer most questions regarding our products, promos and service and he will search through a list of comprehensive articles related to frequently asked questions in our Knowledge Base .
Tip: Simon is most useful when using keywords and not long phrases (ie. Porting, Promo, APN Settings etc.)
If Simon can’t find the answer, your best bet is to use the search function on the Community and see if someone else had the same question answered before you - it’s as easy as Googling the weather!
If your question wasn’t answered by Simon or by an existing post, post a topic on the Community and ask for help! Most questions posted on the Community are answered within 15 minutes or less - and you’re free to live your life in the meantime because there’s no waiting on hold. We have an engaged community ready to help you!
If you have a technical issue
(ie. you can’t receive calls, a feature isn’t working, or you need help with troubleshooting your device)
You can contact us through our Community Moderator Team here .
Please note that our hours of Operation are 7 days a week, from
Mon-Friday 9am (EDT) to 9pm (EDT) and Friday, Saturday, and Sunday from 9am (EDT) to 7:30pm (EDT)
Any customer who has activated before January 27th 2015, may call in by dialing *611 from your phone or 1-855-4PUBLIC
In this article, you will find out how to create a Community account and post a topic on our Community.
To register as a Community member, please follow these simple steps :
1- Click on ''Community''.
2- Once you are on the ''Community'' page, click on ''Sign in'' on the right of the page.
3- Once in the ''Sign in'' window, click on ''New User? Register Here'' on the right of the window. Note : Your Username will act like your name in the Community!
To post a topic on our Community, please follow the steps below.
Sign-in to the Community. If you haven’t created a Community account, make sure to register first by following the steps above or Click here to do so.
Once registered, select the category that best fits the question at hand. Below is an example of what you should see.
Click on the desired category. Then on the right side of your screen - click on ‘Start a topic’ - That’s it!
Note: When creating a post, try to be as clear and detailed as possible. This way, others can best understand your question and provide the best answer
Hello Community! Do you need to learn how to reset your Self-Serve password? Or, are you experiencing issues resetting your Self-Serve password? This short and sweet wiki will help you answers those two questions. Resetting your Self-Serve Password Click on ‘My Account’ in the top right corner of our Community Click on ‘Forgot your password?’ Enter your email address, answer the security question and, after confirming your email address, press submit. If this process does not work the first time, please try again. If the issue continues, please contact our @Moderator_Team, using the instructions below. Why is the Self-Serve password reset functionality not working? There is a known issue that some Community members are unable to reset their password without the help of our @Moderator_Team. We apologize for this inconvenience, and want to let you know that we are working on fixing it as we write this wiki. Thanks for your patience! What do I do if I‘m unable to reset my password? In order to fix this problem, please contact a moderator . From there, we’ll be able to reset the password. Note that you will need to have a Community account in order to do this. Don’t have a Community account yet? Click here. There are couple of ways you can contact our Community Moderators: Private Messaging: You can do this by searching for our unique Community Moderator’s profile avatar then, on the right-side of their profile, click on “Send this user a private message” Tagging: If you would like a Moderator to weigh-in on a discussion, simply tag the moderator account in the post you created i.e. @Moderator_Team In the meantime, if you need to renew or purchase your plan/add-on very quickly so that your plan does not expire, you can submit a payment through the Automated Service IVR (More information, please see the All about payments article). Kind Regards! Public Mobile Community Team
There are a few quick and easy ways for you to track how much data you use.
1. Public Mobile My Account
You can easily view your usage in your Public Mobile Self Serve account by clicking on the Plan and Add-Ons tab, then on Add-On Usage. Here, you will find a summary of your data usage for the current billing cycle. You can also conveniently select Usage History for a daily, weekly or monthly summary view.
Don’t have a Public Mobile My Account yet? No worries, you can register here. 2. Data Usage Notifications
Public Mobile will notify you via text message when you're close to using all of the data included in your rate plan. Data notifications indicate how much of your included plan data you have used, so you know when you’re approaching your limit. The default data notifications are set at 75%, 95% and 100% consumption of your data allotments.
Find out more about data notifications on our Community!
3. Data Manager Applications
Did you know? Most smartphones have a pre-installed data manager application which allows you to set cellular data usage notifications and data limit according to your Public Mobile expiry date?
For more information, please click on the link that corresponds with your handsets brand:
BlackBerry > Select your device > Select Settings > Select Connections >Select monitor your wireless data usage
Can’t find a pre-installed data management app in your handset? Don’t worry, visit your mobile application store to find free data management applications:
@IWIK "Data Witness" for Android - complete setup guide can be found here
Managing your data usage
Now that you know how to track your data usage, we want to share some tips and tricks for managing features and applications.
Many of the most commonly used applications like Facebook, Instagram, Twitter & YouTube offer a neat feature called Autoplay. While using this app, the Autoplay feature will preload and play videos automatically in your “news” feed automatically as you progress through it.
While this is great for quickly watching videos, it can also consume a lot of data. (Did you know that watching a video over your mobile data varies from 0.21 Mbps (Megabytes per seconds) to 5.2 Mbps depending on its quality?)
If you’re finding that you’re going through your data really quickly or know that you’ve almost used your entire allotted amount, setting your Autoplay to work using Wi-Fi only or disabling it may be a good option for you. Learn how to below.
Visit the Facebook “Autoplay” help page for more details.
Visit the Instagram “Use Less Data” help page for more details.
Visit the Twitter “How can I stop videos from autoplaying” help page for more details.
Visit the YouTube “Turn-Off Autoplay” help page for more details.
GPS navigation is another feature that in fact, does require high mobile data. As a substitute, you could use Google Maps, which is a free navigation application that offers the ability to navigate offline. You can also purchase other navigation applications that will allow you to navigate without using data and quickly change spending into an investment.
Visit the Google Map “Download areas and navigate offline” help page for more details.
Other applications like video games, weather, music streaming can consume a lot of data. The good news is that most smartphones will give you the ability to restrict background data for each application that you use on a daily basis. We invite you to visit your handset manufacturer website for more details.
You now have the tools to take control of your data usage. Have other questions? Be sure to check out our Community. It’s the place to get help, give help and share ideas!
-Public Mobile Community team
If the Community is stumped by your question or if you have an account specific issue, then it’s time to contact our super-knowledgeable Moderator Team.
Here’s when and how to contact the Moderator Team:
If you don’t need to share personal or account information, just tag @Moderator_Team to your thread and they’ll show up. Just like that.
If you need to share personal or account info, send a private message to the Moderator Team by clicking the envelope icon, then ‘New Message’, and address your message to Moderator_Team.
Alternatively, you can send a private message to the Moderators by clicking here . You’ll need to be logged in to your Community account for the link to work.
When are Moderators available and how long till I get a response?
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.
Moderators are available:
Monday to Friday from 9 AM to 9 PM Eastern time.
Saturday and Sunday from 9 AM to 7:30 PM Eastern time.
How do I know if a Moderator has looked at my question or responded?
Once a Moderator has opened your support ticket, they’ll send you a private message asking you to authenticate your account information. You will need to provide your account number and PIN to validate your account information. You can find this message by clicking on the envelope icon.
If you have not changed your account settings since creating your Community account, you will automatically receive email notifications when someone has sent you a private message. To modify this, just click on your Community avatar, then on ‘My Settings’, then navigate to the ‘Preferences tab’, then select ‘Private Messenger’ and checkmark the box beside ‘Receive email notifications for new private messages”.
Are there any questions that always require a Moderator?
There definitely are, and here are some examples of when to contact Moderators directly:
There’s an issue with your Public Mobile service that prevents you from using your phone to make calls, a feature is bugged, or if earned Rewards aren’t showing up.
You’ve ordered a SIM card online, it’s been more than 7 days, and you haven’t received it yet.
You would like to change your Self-Serve email address, or make other Self-Serve account changes that you are unable to do yourself.
To learn more about our Community, click here.
Hello Community! Are you having trouble using your data? YouTube won’t load the funny cat compilation video you’re trying to watch on the bus? Can’t search Google for the closest Timmies? No worries – we know how frustrating this can be and we won’t leave you data-less for much longer! Step 1: Check Self-Serve If your data suddenly stopped working, that might mean you’ve used up all your data allowance for this billing cycle. To confirm, you can login to your self-serve account and take a look at your data usage. If nothing shows up, that means you’ve used up all your data! You can either purchase a data add-on, or contact a moderator to have your plan renewed earlier than scheduled. Step 2: Make sure your phone is compatible with our network To do so, we recommend using the following website: https://willmyphonework.net/ You will need to know the brand & model of your phone, and the sub-model if applicable. Note that phones bought overseas and older models of phones are more likely to not be compatible due to the network frequencies used. If your phone is not compatible, unfortunately the only option would be to get your hands on a new device. If your phone is compatible, keep reading, we’re getting there! Step 3: Review your APN settings Last but not least, the APN settings! APNs can be found in your phone settings and is basically what allows and enables your device to connect to a wireless network. They often vary from one carrier to another, which is why it’s important to update them when switching providers! They can also vary from device to device so, to make sure you get exactly the info you need for your phone, we highly recommend using the website below: https://apn-canada.gishan.net/ Once you select the brand & model of your phone, simply scroll down the page and select ‘Public Mobile’. You will then be provided with the exact APNs required for your phone on our network! Some models of iPhones do not allow you to manually update your APNs. If this is your case, you will need to access the website below from your phone. This will automatically download the required APNs in your phone settings! http://www.unlockit.co.nz/unlockit/ Lastly, if you have an LG phone and you still aren’t able to use your data after all of this, we highly suggest doing a factory reset of your phone. We have found this to often be the only way to get data working on LG devices! Hopefully with all of this, you’ll be able to fully enjoy your data again! If you have tried all these tips and nothing helps – please, send us a private message and we’ll make sure to look into this for you! Cheers! Public Mobile Community Team