Everyday Questions


Account Management


Question What is an Account PIN and why do I need it?
Answer After you sign up, a 4 digit Account PIN will be sent in a text message directly to your Public Mobile phone. You need to store your PIN in a secure place since this is what you must provide in order to make any changes to your account.

If you wish to change your account PIN to a different number that is easier to remember, you may do so by calling 611 from your Public Mobile phone or 1-855-4PUBLIC from any other phone.

You’ll need your account PIN to make a credit card payment using our touchtone phone service at 611 or if you want to make payments online.

Question How can I get a printed receipt for my payment if I need one?
Answer Call 611 from your Public Mobile phone or 1-855-4PUBLIC from any other phone to request a printed summary of your account.
You can also request a printed receipt when making payments over the phone.

Question What are pre authorized credit card payments and what are the benefits?
Answer Pre authorized credit card payments are a free service that allows you to have your credit card automatically charged each month for your Public Mobile service. You never worry about missing a payment!

Pre authorized credit card payments are authorized 3 days before your payment due date. This gives us enough time to send you a text message before your payment due date.

The monthly payment will not be charged until your actual payment due date.
You can sign up for pre authorized credit card payments online at PublicMobile.ca, by calling 611 from your Public Mobile phone,  1-855-4PUBLIC from any other phone or by visiting a Public Mobile store.

Question What information do I need to provide my bank to set up telephone or internet bank payments from my financial institution?
Answer To set up telephone or internet bank payments from your financial institution, you need an active chequing or savings account, your Public Mobile phone number and will need to set Public Mobile up as one of your ‘payees’.
  • To make a regular monthly payment, use payee: Public Mobile – Monthly Payment
  • To top up your wallet, use payee: Public Mobile: Public Mobile – Wallet Top-up
We support payments from the following banks:
  • Royal Bank of Canada
  • CIBC
  • TD Canada Trust
  • Scotia Bank
  • Bank of Montreal
  • PC Financial
  • National Bank
  • Caisse Dejardins
  • HSBC
Remember, it takes 3 business days for a bank payment to post to your account, so be sure to make your payment at least 3 days in advance of your due date to keep your service active.
Before making a payment via financial institution, make sure you know the amount of your monthly payment including taxes. If you need to check your monthly payment amount, sign into your account or call 611.

Question Can I get a list of calls I have made?
Answer At this time we do not offer call history details for our unlimited services.

By dialing *400 from your Public Mobile phone, you can retrieve the last 3 chargeable wallet transactions (up to the last 3 months) you made while roaming. These include voice and text message history.

Question Can I change my payment due date?
Answer When you establish an account with Public Mobile a payment due date is set up for your account which unfortunately can’t be changed.

Question What if I forget my payment date?
Answer We will send you 3 text messages to remind you to make a payment 5 days before, 3 days before and 1 day before your payment is due.

Question What should I do if I am not happy with my Public Mobile service?
Answer If for any reason you’re not happy with your Public Mobile service, please contact us and we’ll try to make things right. You can reach us by diallng 611 from your Public Mobile phone or 1-855-4PUBLIC from any other phone.

If you have a complaint about your service that we haven’t been able to resolve, the Commissioner for Complaints for Telecommunications Services (CCTS) may be able to assist you: www.ccts-cprst.ca or 1-888-221-1687.

Question Who is CCTS?
Answer

CCTS (Commissioner for Complaints for Telecommunications Services) is an independent agency whose mandate is to resolve complaints of individual and small business customers about their telecommunications services. If you have a complaint about your telephone, wireless, or Internet service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you, free of charge.

To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.

Question What are my rights as a wireless customer?
Answer The CRTC’s Wireless Code comes into effect on 2 December 2013. The Wireless Code establishes basic rights for all wireless consumers and puts new requirements on service providers. The Wireless Code significantly limits cancellation fees and requires your service provider to unlock phones, to offer a trial period for wireless contracts, and to set default caps on data charges to help you avoid bill shock.

Do you know your rights? This checklist will help you to understand the most important things that the Code does for you. For more information, visit the CRTC’s website at www.crtc.gc.ca/, where you can find the Wireless Code, which explains all of your rights as a wireless consumer in greater detail.

Do you pay a bill after you use your wireless service? If so, you use postpaid services, and you have the right:
  • to cancel your contract at no cost after a maximum of two years
  • to cancel your contract and return your phone at no cost, within 15 days and specific usage limits, if you are unhappy with your service
  • to have your phone unlocked after 90 days, or immediately if you paid in full for your phone
  • to have your service suspended at no cost if your phone is lost or stolen
  • to receive a Critical Information Summary, which explains your contract in under two pages
  • to receive a notification when you are roaming in a different country, telling you what the rates are for voice services, text messages, and data usage
  • to limit your data overage charges to $50 a month and your data roaming charges to $100 a month
  • to pay no extra charges for a service described as “unlimited”
  • to refuse a change to the key terms and conditions of your contract, including the services in your contract, the price for those services, and the duration of your contract

Your contract must:

  • use in plain language and clearly describe the services you will receive
  • include information on when and why you may be charged extra

 

Do you pay before you use your wireless service? If so, you use prepaid services, and you have the right:
  • to cancel your contract at no cost after a maximum of two years
  • to cancel your contract and return your phone at no cost, within 15 days and specific usage limits, if you are unhappy with your service
  • to have your phone unlocked after 90 days, or immediately if you paid in full for your phone
  • to have your service suspended at no cost if your phone is lost or stolen
  • to receive a notification when you are roaming in a different country, telling you what the rates are for voice services, text messages, and data usage
  • to a minimum seven-day grace period in order to “top up” your prepaid card account and retain your balance
Your contract must:
  • use plain language
  • clearly describe the conditions that apply to your prepaid balance and how you can check your balance

Are you a person with a disability? If so, you have the right to a copy of your contract in an alternative format at no charge and to a longer (30-day) trial period to ensure that the service and phone meet your needs.

Is your service provider respecting your rights? If you are unsure, you have the right to complain. First, try to resolve the issue with your service provider. If you are still unsatisfied, contact the Commissioner for Complaints for Telecommunications Services Inc. :

Mail: P.O. Box 81088, Ottawa ON K1P 1B1
Website: www.ccts-cprst.ca
Toll-free: 1-888-221-1687
TTY: 1-877-782-2384
Email: response@ccts-cprst.ca
Fax: 1-877-782-2924