topic Re: [KNOWN ISSUE] Select customers affected by slower renewal process in Announcements

[KNOWN ISSUE] Select customers affected by slower renewal process

Brooke_C — Mon, 19 Nov 2018 15:33:39 GMT

10:30 ET - November 19, 2018

Hey Community,

If your plan is renewing between November 19- 21, 2018, and you sign into Self-Serve, you may notice that your plan is showing an expired state, despite the fact that you’ve made a payment equal to the amount due. This is a result of system maintenance that’s causing the renewal process to take longer than usual. You will not lose access to your services during this time and you can continue using the talk, text and data included in your plan as you normally would.

However, there are two things you need to know if you fall into the above category:

Your plan should move from ‘Expired’ to ‘Active’ by 1PM ET on the day of your renewal. Our system is currently slower than normal, but will catch up by this time.

When you are in an ‘Expired’ state, you’ll be unable to purchase Add-Ons.

We apologize for any inconvenience caused and thank you for your patience.

-Public Mobile Community Team

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

ShawnC13 — Mon, 19 Nov 2018 15:49:29 GMT

@Brooke_C, thanks for the update and explanation. If for some reason someone absolutely needs an addon while expired and during this time are they able to purchase them through a moderator or 611. Or is there no way to purchase addons during this time

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

Anonymous — Mon, 19 Nov 2018 15:56:00 GMT

@Brooke_C:

Do you actually mean suspended like the pseudo-suspended that happens at midnight or are you in fact saying the status will show Expired like the red Expired that happens at 7pm ET the whole time?

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

stonechucker — Mon, 19 Nov 2018 16:20:54 GMT

@Anonymous, everything in the original post states expired. I would assume they mean expired.

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

Anonymous — Mon, 19 Nov 2018 16:25:26 GMT

@stonechucker wrote:
@Anonymous, everything in the original post states expired. I would assume they mean expired.

What's that about assume? 🙂

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

stonechucker — Mon, 19 Nov 2018 16:30:42 GMT

@Anonymous, the final step before renewal is complete is the Expired stage. Why would it be in suspend, if Brooke has said expired 3 times?

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

Anonymous — Mon, 19 Nov 2018 16:38:10 GMT

@stonechucker wrote:
@Anonymous, the final step before renewal is complete is the Expired stage. Why would it be in suspend, if Brooke has said expired 3 times?

I don't know why you're picking a fight. I understand that plans go to Expired state first. Then they go to a pseudo-suspended state. Then they get the payment and renew.

My question for clarity in light of your comments is...is the status going to stay as Expired throughout this time rather than the normal pseudo-suspended?

How's that? Is that better? I can read that she said expired repeatedly. I just wonder if that's what's going to happen. I try not to assume. It's hard sometimes but there it is. People do type things that might not be clear from time to time.

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

Patrick4 — Mon, 19 Nov 2018 20:29:09 GMT

My plan expired on Nov.18 but I didn’t pay it till the 19th @ 12:30am but I have not yet received my service back. Online it shows I paid and I’m active.

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

stonechucker — Mon, 19 Nov 2018 20:41:58 GMT

@Patrick4, have you tried a reboot of your phone, as funny as that sounds, it could be the fix.

Also, you can attempt setting your service to LOST for 5 minutes, then returning it to FOUND to see if that works for you.

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

Patrick4 — Mon, 19 Nov 2018 20:50:02 GMT

I have tried the reboot a few times but I’ll try the lost and found thanks.

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

Patrick4 — Mon, 19 Nov 2018 21:14:35 GMT

I’ve tried both the reboot and the lost/stolen phone. Suspended and reactivate service and still nothing.

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

popping — Mon, 19 Nov 2018 22:44:05 GMT

Thanks for the info. My next renewal is on Nov 24. I hope that the maintenance will be completed on time and not be extended beyond Nov 21.

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

Wonder_why — Tue, 20 Nov 2018 02:40:32 GMT

Awesome news @Brooke_C thanks

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

bennett9130 — Tue, 20 Nov 2018 14:27:09 GMT

My service won't work at all. Who do I speak with to fix it?

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

LP1 — Tue, 20 Nov 2018 17:36:55 GMT

I drive School Bus in a Remote area text only.

Is this a common occurance with Public Mobile when changing plans?

I do not plan any more changes right now.

My cell should work before 2 pm today ?

Can Walmart Public Mobile rep fix it if it does not auto fix itself ?

Thanks

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

LP1 — Tue, 20 Nov 2018 15:22:35 GMT

PS My Cell does Not work at all right now.

Message demands more money.

I am paid in full autopay

Bank shows payment in full

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

Anonymous — Tue, 20 Nov 2018 15:59:36 GMT

@bennett9130 wrote:
My service won't work at all. Who do I speak with to fix it?

@bennett9130, @LP1

The point of this thread is that there's some maintenance going on. You might need to wait until 1pm ET. The announcement did NOT say there would be down times though.

Check to verify if your plan says active. If it says Plan Expired in red then you're being affected by the maintenance. If it says suspended in a box along the top then your payment hasn't gone through.

But if it says active then maybe you both could try the lost/stolen feature.

Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone.
See what happens.

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

LP1 — Tue, 20 Nov 2018 16:03:55 GMT

This did not work for me.

I am becoming more than a bit agitated.

A lot of people depend on me and my Working Cell.

Public Mobile took my $31.64 and Turned OFF my cell.

EDIT: Says Suspended

If I have another emergency on my Bus and my cell texting does not work someone could die.

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

Anonymous — Tue, 20 Nov 2018 16:06:14 GMT

@LP1 wrote:
This did not work for me.
I am becoming more than a bit agitated.
A lot of people depend on me and my Working Cell.
Public Mobile took my $31.64 and Turned OFF my cell.

Another trick to try is to manually put in another $1 and restart the phone.

It has been suggested many times on this forum that for those that need as close to 100% reliability as possible to not use this service and use one of the upper tier services. In the Telus world that's Koodo or Telus themselves.

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

LP1 — Tue, 20 Nov 2018 17:59:06 GMT

I will be very dissapointed if I need to leave, I have been singing praise for Public Mobile to everyone.

I will try the add $1

EDIT: Will not even try to take $1 hit select amount and next,.. Nothing.

I will pay what it says $20 BUT I better see a correct amount of credit before next payment is due.

I was so happy auto payment no issues now this.

Will not accept payment funds there.

I give up !