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esjliv
Mayor / Maire

Re: Beginner’s Guide to the Community


@IanR wrote:

I am in hospital and have loads on money in my account.  When I try to phone my wife - not long distance - it says that I have no long distance money on my account.  I am in BC.


@IanR 

Sorry to hear what you are going through.

 

I see your Community Account is new as of today, just making sure...

  1. did you have services before or
  2. did you just activate a Public Mobile SIM card?

 

IanR
Good Citizen / Bon Citoyen

Re: Beginner’s Guide to the Community

I have had services for several years.  It stopped working during a conversation last night.  I am sick of explaining the problem.  This is the third time.  If my wife phones me it goes straight to the voice box.  If I try to phone her a voice message comes on indicating that I do not have the money for the phone call.  I am covered for 100 minutes in BC.  I have only used 22.  Please feel free to check my account. My wife put an additional $50 on my account last night thinking that it was out but it had $34 on it.  If you would like to refund me that $50 I will just walk away and get another server.   Please do not ask me the same question again.  I am tired, sick and fed up.  

esjliv
Mayor / Maire

Re: Beginner’s Guide to the Community


@IanR wrote:

I have had services for several years.  It stopped working during a conversation last night.  I am sick of explaining the problem.  This is the third time.  If my wife phones me it goes straight to the voice box.  If I try to phone her a voice message comes on indicating that I do not have the money for the phone call.  I am covered for 100 minutes in BC.  I have only used 22.  Please feel free to check my account. My wife put an additional $50 on my account last night thinking that it was out but it had $34 on it.  If you would like to refund me that $50 I will just walk away and get another server.   Please do not ask me the same question again.  I am tired, sick and fed up.  


@IanR ,

If after trying these things ( @darlicious also mentioned as well):

*turn off your phone, leave off for a minutes, then reboot

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

 

AND

 

If you are showing Plan Minutes left on your Self Serve account then you could ask the Moderators to look into your account.

 

IF you have no minutes left, you can purchase a $5 addon for 500 canada-wide minutes. 

 

FYI - we are all customers like you; only the Moderators can look at your account.

 

To contact the Public Mobile Moderator_Team, there are two ways to reach them (EDIT: as also provided by @HALIMACS )

1 -  Faster Method - Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower Method - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

 


Good luck and get well.

IanR
Good Citizen / Bon Citoyen

Re: Beginner’s Guide to the Community

Yes I have had services for several years. 

HALIMACS
Mayor / Maire

Re: Beginner’s Guide to the Community

@IanR 

 

Re your statements:

 

"Please feel free to check my account." &  "If you would like to refund me that $50 I will just walk away and get another server.   Please do not ask me the same question again.  I am tired, sick and fed up."

 

We know you're frustrated, however, you do realize that on this Community forum you're chatting with OTHER CUSTOMERS and not Public Mobile employees, right?

 

We cannot check your account or refund you anything - we're customers JUST LIKE YOU.  This is a public forum for use by customers who want to try to help other customers.

 

Anyway, I think you may be best served by dealing with the Moderators as, if you've tried the suggestions other customers have recommended, and you still don't have services, it may be time for Public Mobile staff to take over:

 

To contact a moderator, there are 2 methods:

 

  1. Use the ticketing system for a faster response time. Click here and type moderator, then select contact us, then select you need a human now.  Follow the prompts to submit a ticket,  or, 
  2. Send a private message to the moderator by clicking here  You’ll need to be logged into your Community account for the link to work.

 

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

  

darlicious
Mayor / Maire

Re: Beginner’s Guide to the Community

@IanR 

I know it sucks to be in the hospital. ( Mind you I would love to be in the hospital right now because that would mean I would have a new left hip!) But I thought I was pretty clear when I told you to contact the moderators to fix the issue over 4 hours ago.....it would have been fixed by now!

 

Moderator business hours end at 10pm eastern...so submit your support ticket. Maybe you will luck out and a late night moderator will look into it if they see you are online and can verify your account otherwise they will be in contact in the morning.

 

As before download the fongo app so you have free calling in the meantime.....

softech
Mayor / Maire

Re: Beginner’s Guide to the Community

@IanR  So only Incoming has issue and outgoing is fine?  Try re-seat the SIM (power down, take the SIM out for a minute and put it back in , power up).     It happened to me before.  Normal reboot didn't work and I have to re-seat the SIM to fix it.

gpixel4
Mayor / Maire

Re: Beginner’s Guide to the Community

@IanR 

since you're in the hospital I suggest upgrading to the $25 unlimited calls immediately and you will have unlimited talk. when you get out, you can downgrade back to the $15 plan.

 

restart your phone after purchasing the new plan

darlicious
Mayor / Maire

Re: Beginner’s Guide to the Community

@softech 

In and out.

 

@gpixel4 

Thats not going to solve the issue for the OP.....doesn't matter what plan they have they still cannot make or recieve calls! That just wastes their money.

gpixel4
Mayor / Maire

Re: Beginner’s Guide to the Community

@darlicious they're in the hospital for who knows how long.. I think this is the better option for them. why worry about minutes and saving money... they can easily downgrade after

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