topic Re: [RESOLVED] System issue expired select customers' services in Announcements

[RESOLVED] System issue expired select customers' services

Bryan_N — Tue, 09 Apr 2019 14:59:38 GMT

Hey Community,

Yesterday we identified a technical issue affecting select customers where plans were mistakenly renewed prior to the plan renewal date, resulting in loss of service for some customers.

Our technical team has investigated the issue and enabled service to resume for those affected. Customers impacted by this issue will receive an SMS if any additional action is required.

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

- Public Mobile Community team

Re: [RESOLVED] System issue expired select customers' services

geopublic — Tue, 09 Apr 2019 15:10:42 GMT

@Bryan_N wrote:
Hey Community,

Yesterday we identified a technical issue affecting select customers where plans were mistakenly renewed prior to the plan renewal date, resulting in loss of service for some customers.

Our technical team has investigated the issue and enabled service to resume for those affected. Customers impacted by this issue will receive an SMS if any additional action is required.

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

- Public Mobile Community team

Thanks for the update.

Re: [RESOLVED] System issue expired select customers' services

wolfmanmusic — Tue, 09 Apr 2019 15:11:39 GMT

My phone was not working this morning, auto pay didnt go through

Re: [RESOLVED] System issue expired select customers' services

SD08 — Tue, 09 Apr 2019 15:12:05 GMT

Thanks for the update, Bryan.

Re: [RESOLVED] System issue expired select customers' services

WasagaJohn — Tue, 09 Apr 2019 15:23:08 GMT

The account of a friend I referred was deleted in this issue. Her account has been re-instated, but I lost my "Refer a Friend" bonus. Please re-instate my bonus.

Thanks.

Re: [RESOLVED] System issue expired select customers' services

SD08 — Tue, 09 Apr 2019 15:25:36 GMT

@WasagaJohn wrote:
The account of a friend I referred was deleted in this issue. Her account has been re-instated, but I lost my "Refer a Friend" bonus. Please re-instate my bonus.

Thanks.

@WasagaJohn

You will need to send a private message to the moderators to fix this. Click this Moderator_Team link to send message for assistance.

Re: [RESOLVED] System issue expired select customers' services

peetee1974 — Tue, 09 Apr 2019 16:07:34 GMT

Still not resolved here. Autopay didn't go through. Sent PM.

Re: [RESOLVED] System issue expired select customers' services

Anonymous — Tue, 09 Apr 2019 16:13:15 GMT

@Bryan_N

Thanks for the after-the-fact concluding update.

It would be more useful to put some kind of pop-up overlay or something on site entry (publicmobile.ca) to let people know that you know there's a problem. Then maybe after that an estimated time of resolution. Then after that, what, if anything, people would need to do. Then, finally, this post.

That way there isn't this flood of posts asking and reporting the same thing from everybody affected.

Re: [RESOLVED] System issue expired select customers' services

VMAX — Tue, 09 Apr 2019 18:00:54 GMT

As before, it took way too long to detect and to resolve this issue. Even longer to communicate clearly. Public Mobile customers were without service for many hours. Another failure.

Re: [RESOLVED] System issue expired select customers' services

Osrwu — Tue, 09 Apr 2019 18:03:21 GMT

Hi there, my account was active yesterday but is not active today. What should I do to get my account looked at?

Re: [RESOLVED] System issue expired select customers' services

duffer900 — Tue, 09 Apr 2019 18:04:37 GMT

@Osrwu wrote:
Hi there, my account was active yesterday but is not active today. What should I do to get my account looked at?

In your account is it still showing as active?

If it is and it looks good, perhaps contact a moderator at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: [RESOLVED] System issue expired select customers' services

Osrwu — Tue, 09 Apr 2019 18:07:15 GMT

No, it says my plan has expired. I will contact a mod though and see what I can do. Thanks

Re: [RESOLVED] System issue expired select customers' services

Anonymous — Tue, 09 Apr 2019 18:14:21 GMT

@Osrwu wrote:
No, it says my plan has expired. I will contact a mod though and see what I can do. Thanks

Do you have autopay set up?

Do you have enough in your Available Funds to cover your plan cost?

Do you have a credit card registered on file?

You can do manual payments from that credit card. You can enter vouchers in to make payments as well. Lots of options to re-enable the service.

Re: [RESOLVED] System issue expired select customers' services

marinier — Tue, 09 Apr 2019 18:28:22 GMT

Mine is still not working and I dm but no reply since yesterday

Re: [RESOLVED] System issue expired select customers' services

RobertQc — Tue, 09 Apr 2019 18:29:45 GMT

Glad to hear this has been fixed.

Re: [RESOLVED] System issue expired select customers' services

youbme — Tue, 09 Apr 2019 18:36:52 GMT

Wonderful to see that this issue has been resolved. However, as @Anonymous noted, based on the flood of messages over the past 24 hours, it would have been helpful to post a short announcement that moderators are aware of the issue and it is being investigated.

Can we assume that the other issue regarding text messages sent that payment will be deducted on April 11th was also done in error and has been resolved? @Bryan_N ?

Re: [RESOLVED] System issue expired select customers' services

circle — Tue, 09 Apr 2019 18:57:39 GMT

Mine still showed plan expired and autopay didn't go through. I already contact mod but no reply

Re: [RESOLVED] System issue expired select customers' services

adil2 — Tue, 09 Apr 2019 19:31:33 GMT

moi mon service est toujours interrompu. quesque je devrai faire?

Re: [RESOLVED] System issue expired select customers' services

bruce_pm — Tue, 09 Apr 2019 19:32:31 GMT

My account was affected...it is now active...but service has not been restored. Can you elaborate on what you mean by "Our technical team has investigated the issue and enabled service to resume for those affected"....because my service hasn't resumed, and 3 moderators haven't solved it in 24 hours.

Re: [RESOLVED] System issue expired select customers' services

rutledh — Tue, 09 Apr 2019 20:04:29 GMT

Still have no service, not fixed yet