topic Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET in Announcements

System maintenance - important note for customers on AutoPay whose plan renewed April 15th

Shazia_K — Mon, 16 Apr 2018 18:56:44 GMT

Update: On April 15^th between 2AM- 9:30AM EST, our system was unable to process credit card payments for renewing customers who had AutoPay enabled. This means that your plan services did not renew, and your credit card was not charged. We apologize for any inconvenience this may have caused. The issue has since been resolved; however we ask that you please sign in to Self-Serve to add funds to your account equal to your plan price minus any eligible Rewards. After doing so, your plan will automatically renew, and no other action is required.

This means that on April 15th, 2018 from 12:00 am ET to April 15th 10:00 am ET you won't be able to do the following:

Access your Self-Serve account
Activate a new account

Please excuse us for any inconvenience this may cause.

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

LEGO — Wed, 11 Apr 2018 21:13:59 GMT

@Shazia_K There is a discrepancy between title and tread message:

Title: April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

Message: April 15th, 2018 from 12:00 am ET to April 8th 10:00 am ET

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

Shazia_K — Wed, 11 Apr 2018 21:30:18 GMT

@LEGO haha! good catch, I was in a hurry to leave hehe!! thanks 🙂

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

ShawnC13 — Wed, 11 Apr 2018 21:35:00 GMT

Thanks for the heads up

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

denkom — Thu, 12 Apr 2018 23:11:54 GMT

Thanks for letting us know 🙂
Cheers

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

starrdowney — Sun, 15 Apr 2018 01:03:19 GMT

I am trying to add not 1 but 2 credit cards to add a LD plan on and it just keeps telling me that it is unable to verify my cards and so I am not able to add funds to my account.

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

sredman — Sun, 15 Apr 2018 13:19:43 GMT

Would the autorenewal be down then as well?

I was to have my payment withdrawn from my visa today and it didn't go through. I ididn't receive any notification that my payment didn't go through or that my account was suspended (only found out when I got a knock on the door notifying me of a family emegency). I have tried making payment with the card on file and another and both times it doesn't recognize my card.

Any suggestions? Really need my phone today.

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

Lenor1214 — Sun, 15 Apr 2018 19:39:36 GMT

Will it affect the auto payment?

Mine was yesterday and for some reason my plan was not renewed and now my phone is not working

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

burks10 — Sun, 15 Apr 2018 19:56:38 GMT

My sister and mothers phone are affected as well. They have no service, and since I referred them and the "auto-renew" failed, I got a message saying that my referral bonus will no longer be applied to my bill. I Messaged the moderators hours ago and still no response, definitely not happy with the service so far.

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

Lenor1214 — Sun, 15 Apr 2018 20:10:26 GMT

So what do we do? 😥

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

burks10 — Sun, 15 Apr 2018 20:19:56 GMT

I guess all we can do is wait for someone to fix this. This does have me questioning whether public mobile is worth the hassle though. Losing service randomly because of an error on the carriers end should never happen.

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

Lenor1214 — Sun, 15 Apr 2018 20:59:11 GMT

You're right. But mistakes happen. We are all human after all 🙂

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

compactdisc — Sun, 15 Apr 2018 22:08:24 GMT

autopay is not working, both of my lines don't have service, i can't make payment in self serve either. great idea for public mobile to do maintenance in this weather and leave people without phone service in case of emergency

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

Luddite — Sun, 15 Apr 2018 22:30:48 GMT

To all on this thread. Yes, something has gone amiss and you are not alone. Maybe misery loves company but I doubt it.

There was only one moderator online today and both forums have reported errors with autopay and credit card authorizations.

One person recently reported they were able to login after clearing their browser's cache, using incognito mode, and turning off the ad blocker. Another successfully added vouchers.

So, if you have not already done so, click this: message to moderators to send a private message to the moderator team with your phone number, account PIN, and an explanation. Moderator hours are: Monday - Friday 9AM (ET) - 9PM (ET); Saturday - Sunday 9AM (ET) - 7:30PM (ET).

Meanwhile, if you need to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.

It's weird to see autopay issues; Neither I, nor 5 referrals, have had issues for 3 years.

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

Luddite — Sun, 15 Apr 2018 22:35:34 GMT

Addendum: if you do have a valid credit card in your account try calling 611 to make a payment.

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

jjrjc — Sun, 15 Apr 2018 22:51:16 GMT

Ditto for me. 1 line not working and because on autopay, won't take

a self pay.

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

srlawren — Mon, 16 Apr 2018 00:26:54 GMT

@jjrjc wrote:
Ditto for me. 1 line not working and because on autopay, won't take
a self pay.

@jjrjc I'm not sure if I read your message right but it sounds like you said you can't make a manual payment because you have Auto Pay enabled. I wanted to let you know that is not true, you can still make a manual payment, and you will still get your Auto Pay discount (if you are on a plan that is eligible for rewards and you normally get the Auto Pay discount). As long as Auto Pay is enabeld, you will get the reward regardless of how you actually make the payment.

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

utau — Mon, 16 Apr 2018 23:10:36 GMT

I can't make a selfserve paiement, it's declining my credit card. What am I supposedto do?

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

Anonymous — Mon, 16 Apr 2018 23:13:30 GMT

@utau, you must enter your credit card information EXACTLY as it appears on your statement. If you have an apt/unit number, first try using APT#-ADDR# Street name format (###-### Main street), and leave the unit number field blank. That works for many. Alternatively, try the unit number in the separate field. Be sure to clear you browser's cache, and run the browser in privacy/incognito mode.

Re: System maintenance- April 15 2018, 12:00 am ET to April 15 2018, 10:00 am ET

utau — Tue, 17 Apr 2018 00:41:14 GMT

I've been on autopay since I've joined public mobile. I haven't changed any credit card info since then. It just declines me.