11-23-2021 12:44 PM - edited 01-04-2022 05:07 AM
Does anybody know the customer service hotline that I can call. No I do not want to talk to a bot that won't solve me problem that your service created for no reason!
11-23-2021 09:13 PM
@JamesChau1 wrote:Does anybody know the customer service hotline that I can call. No I do not want to talk to a bot that won't solve me problem that your service created for no reason!
I see your subject "cut off my service " so did you actually lose your services...or did you see "Expired" or "Suspended" messages on your Self Serve account?
If all services are working, ignore these messages.
If services are not working, then yes, see all other posts - good luck!
11-23-2021 06:40 PM
@Meow wrote:
@HALIMACS wrote:
For many users of Public Mobile, not waiting for a real-live person to chat with (after waiting on hold for 30-60 minutes) works just fine.
Frankly speaking, after using PM since March 2021, I would NOT change current support model for anything else. 'Live person' might or might not resolve issues and few times when I had to contact 'live person' (over the phone or chat) at some other company I had to thank them and call again to get another one who knows better.
EXACTLY @Meow
The great thing about PM Community support is, although you may receive some less than great ideas, you're sure to also receive some great ideas and options.
By calling for these services, you've got about a 50% chance (after waiting what seems an eternity) of getting good ideas and solutions by the CSR on the other end.
11-23-2021 06:11 PM
@HALIMACS wrote:
For many users of Public Mobile, not waiting for a real-live person to chat with (after waiting on hold for 30-60 minutes) works just fine.
Frankly speaking, after using PM since March 2021, I would NOT change current support model for anything else. 'Live person' might or might not resolve issues and few times when I had to contact 'live person' (over the phone or chat) at some other company I had to thank them and call again to get another one who knows better.
11-23-2021 06:06 PM
@computergeek541 : Wow. That was a bit of work. I didn't write a cuss word, I wrote the b-ing word itself. Lol
11-23-2021 06:01 PM
thread ediited (terms of service)
11-23-2021 04:40 PM - last edited on 11-23-2021 05:56 PM by computergeek541
It IS frustrating.
It sounds like a full-service model mobile phone provider may suit your needs better than a purely on-line model.
For many users of Public Mobile, not waiting for a real-live person to chat with (after waiting on hold for 30-60 minutes) works just fine.
For a few, this just isn't their cup of tea.
There's no shame in wanting a service model which differs than what's provided for here.
Hope all works out!!!
11-23-2021 02:35 PM - last edited on 11-23-2021 05:59 PM by computergeek541
@JamesChau1 : The company expects users to come to this community as you did and lo and behold, the community got you going. No waiting on hold. No trying to understand what some call centre agent is saying.
Done.
11-23-2021 02:32 PM - last edited on 11-23-2021 05:58 PM by computergeek541
yes, Autopay is far from perfect and it does fail from time to time.. not sure why.. let's hope your next Autopay will run smoother
So, did you try a manual pay and did it work? your service is back?
11-23-2021 02:17 PM - last edited on 11-23-2021 05:48 PM by computergeek541
@JamesChau1...truth is, Autopay can occasionally fail....not often, but it has been known to occur. One option is to dial 611, make your credit card payment there...you'll need your pin. Another option is to get payment vouchers at retail level, like Shell Gas stations or London Drug (in the west), then dial 611 to add to your account and reactivate it.
FYI.. some seasoned PM'ers will manually add $$ to their Available Funds right before next renewal...just to avoid that Autopay failure. You'll still get the Autopay Rewards too.
It is an annoyance, fer shur....we've all suggested PM fix Autopay failure but to date....nada.
Please make sure your cc hasn't changed or expired or been locked out for some reason.
11-23-2021 01:46 PM - last edited on 11-23-2021 05:47 PM by computergeek541
@JamesChau1 you have access to SelfServe My Account? did you try manual payment?
go back to @darlicious ' example, it's quicker to just try again with your credit card then call and wait for someone to give you an explanation of what happened and why. Try to manually pay first and get your service back
11-23-2021 01:34 PM - last edited on 11-23-2021 05:47 PM by computergeek541
If you are going to make a restaurant analogy then its more like you order a double double and a Boston creme and you tap your card and the payment fails. You don't get your order. Then you have to put your card in the pos system and manually enter your pin # to pay. Then you get your donut and coffee.
11-23-2021 01:25 PM - last edited on 11-23-2021 05:46 PM by computergeek541
It's a lot faster for you to just reactivate your service yourself. Log in. Make a payment. The service reactivates and you're done.
11-23-2021 01:09 PM - last edited on 11-23-2021 05:46 PM by computergeek541
Still no message from them. This is unacceptable as a service provider. The whole point of having the autopay, is so that I don't have to manually pay and be in this stupid situation to begin with. This is like going to a restaurant to pay for service and food. But in return they give you a plate of uncooked food and tell you to cook it yourself. Does that make sense to you PUBLIC MOBILE??? I didn't authorize any changes or cancellation on my plan, so why did you do this all of sudden and disrupt my work day?
11-23-2021 01:07 PM - last edited on 11-23-2021 05:54 PM by computergeek541
Who knows? Autopay fails probably 1/1000 times. Unfortunately you were the "1" this time. If you absolutely want to ensure your service doesn't get suspended then top up your account before renewal and your payment will come from your balance rather than attempting the one time autopay charge.
11-23-2021 01:01 PM - last edited on 11-23-2021 05:54 PM by computergeek541
I didn't change anything, CC is not expired or maxed out. They did autopay in October.
11-23-2021 01:00 PM - last edited on 11-23-2021 05:54 PM by computergeek541
Well now that you triggered the smut filter you will get a message from a CSA in your private message box the envelope icon at the top right corner of your screen next to your avatar. A little number will pop up indicating a reply from a CSA. You can chat with them as to what caused your autopay to fail.
Otherwise log into your self serve account and make a manual payment by choosing "other amount" and add enough funds to cover your plan amount +$1 and confirm and submit your payment. Your service should automatically renew. Log out and reboot your phone.
11-23-2021 12:55 PM - last edited on 11-23-2021 06:03 PM by computergeek541
@JamesChau1 : Is your credit card expired? Is it maxed out? Did you change your address? Technology happens. Please do report it to the CSA's so they know it happened but you've been offered a couple options to reactivate the account. The 611 option will need your 4 digit PIN.
Edit: because the autopay system makes one attempt.
11-23-2021 12:55 PM - last edited on 11-23-2021 05:53 PM by computergeek541
I had auto pay setup. So why do I suddenly need to make a manual payment????!??!
11-23-2021 12:52 PM - last edited on 11-23-2021 05:52 PM by computergeek541
if you need to Contact Customer Support Agent by CS_Agent,
Here’s How To Contact Customer Support Agent by CS_Agent,
11-23-2021 12:50 PM - last edited on 11-23-2021 05:52 PM by computergeek541
sometime Autopay is fail,
go sign in to Self-Serve, to review your account,
1. Click on Payment
2. Make a Payment
3. one Time Payment
4. you will see your Amount Due:$$
5. Payment Type: selected other ( Enter the desired payment amount )
6. how much you see at Amount Due:$ ! you will do manually enter Amount:$$ + $1 extra
what is mean for Rebooting the phone means to turn off your phone and turn it back on again.
and if still not fix it follow this,
what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.
11-23-2021 12:49 PM - last edited on 11-23-2021 05:52 PM by computergeek541
There is NO service hotline at PM .
You'll have to deal with online service, whether you like it or not.
If you don't like the bot, then send a private message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
That being said, Autopay can fail sometimes. Have you checked if your cc is not expired?
If you can still log in to your account, make a payment (via cc or voucher) to reactivate the service. If still not working, try Suspend then Resume service (via Lost/Stolen Phone page) to get it going.
11-23-2021 12:48 PM - last edited on 11-23-2021 05:52 PM by computergeek541
Log into your account...is it Active or Suspended ? Dial 611 to add $$ to your suspended account to reactivate it.