Community

DeeWhy · ‎04-05-2021

I needed to call a business on 5th April. When I tried to call I got a voice message that said I had no PIN and no active account.

At home on my PC I logged on to 'My Account'.

Found the following :-

Account Status: Plan Expired

Your plan expired on Apr 2, 2021.

I have autopay active and there are funds available and the Credit Card is good til 2025.

What is going on. Do I have to re activate the account ?

dabr · ‎04-08-2021

@angiegeronimo18 wrote:
Hi, still only sms no call service. Took them sim out, airplane wifi bluetooth on and off. Restart and on and off the phone. Still not working. Help. Even *611 cant get through. In my online account says active

@angiegeronimo18 Sorry to hear that you're still not able to receive calls. Have you tried any of the other suggestions in my earlier post, i.e., lost/stolen trick or topping up your account with a $1? Perhaps try your SIM in another phone (spare or friend's/family)?

However, by now you should really have contacted moderators to take a look at your account. I've already provided the links to get in touch with moderators and hopefully they get back to you quickly although you can have a wait of anywhere from 2-48 hours, most of the times it's less than couple of hours though. Good luck!

angiegeronimo18 · ‎04-08-2021

Hi, still only sms no call service. Took them sim out, airplane wifi bluetooth on and off. Restart and on and off the phone. Still not working. Help. Even *611 cant get through. In my online account says active

dabr · ‎04-05-2021

@angiegeronimo18 wrote:
I'm at plan $25. I will try to remove the sim and toggle the airplane mode on and off. If you don't hear from me means it works. Thanks again.

@angiegeronimo18 I hope that does the trick but if not try topping up your account with $1 and rebooting the phone. Another one to try is to log into your account select Plans/Add-ons tab, then Phone lost/stolen and Suspend service. Log out and back in and this time Resume service and reboot your phone.

If nothing works then you will need to submit a ticket to moderators via chatbot and follow prompts here: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Second option if unable to submit a ticket is to private message Moderator_Team here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Either way please report back as to what method might have worked or that you needed to contact moderators. Good luck.

angiegeronimo18 · ‎04-05-2021

I'm at plan $25. I will try to remove the sim and toggle the airplane mode on and off. If you don't hear from me means it works. Thanks again.

dabr · ‎04-05-2021

@angiegeronimo18 wrote:
I did try to pay online. Sms works but no calls can get through. thank you

@angiegeronimo18 What plan are you on? If on the $15 plan then perhaps you are out of outgoing mins (since SMS is working?). You can purchase the $5/500 Canada wide mins add-on to supplement the mins on the $15 plan which will tide you over until renewal resets everything. BTW add-ons (domestic) don't expire so unused portions roll over to the next cycle.

Edit: You can also try toggling airplane mode on/off or reboot the phone. Another option is to remove your SIM and reinsert after a min or two and restart your phone.

angiegeronimo18 · ‎04-05-2021

I did try to pay online. Sms works but no calls can get through. thank you

dabr · ‎04-05-2021

@angiegeronimo18 wrote:
same here. Im auto pay but plan expired

@angiegeronimo18 & @DeeWhy If you're services are still working, then you can safely ignore the account expired as that is a common message displayed during renewal. If not try paying either via your online account or dial 611 and you can make a payment using a registered CC (with account PIN) or prepaid voucher which can be purchased at retailers or gas/convenience stores.

angiegeronimo18 · ‎04-05-2021

same here. Im auto pay but plan expired

dabr · ‎04-05-2021

@DeeWhy wrote:
I needed to call a business on 5th April. When I tried to call I got a voice message that said I had no PIN and no active account.
At home on my PC I logged on to 'My Account'.
Found the following :-
Account Status: Plan Expired
Your plan expired on Apr 2, 2021.

I have autopay active and there are funds available and the Credit Card is good til 2025.
What is going on. Do I have to re activate the account ?

@DeeWhy Unfortunately, there's been several customers reporting autopay failure recently. Log into your account and make a manual payment with your card, or if you see a credit balance click the Reactivate option (top right of overview page) to see if it will push your payment through.

Make sure you clear browser cookies/cache and use incognito/privacy mode when accessing and paying in your account.