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

[Resolved] System issue expired select customers' services

Alan_K — Tue, 30 Apr 2019 13:50:55 GMT

Most Recent Update

17:00 PM ET - April 23, 2019

Today 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 is restoring service in batches for those affected. By 9:00 PM ET, all services should resume. Customers impacted by this issue will receive an SMS in the coming days.

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

-Public Mobile Community team

Updates

Please click the spoiler for a full history of this service issue to date.

14:00 PM ET - April 23, 2019

Hey Community,

Today 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 identified the source of the issue and is working to restore service as quickly as possible. We will provide updates as we learn more.

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

-Public Mobile Community Team

Re: System issue expired select customers' services

Lieux — Tue, 23 Apr 2019 18:27:38 GMT

@Alan_K wrote:
Most Recent Update

14:00 PM ET - April 23, 2019

Hey Community,

Today 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 identified the source of the issue and is working to restore service as quickly as possible. We will provide updates as we learn more.

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

-Public Mobile Community Team

Please let us know the updates!!

Re: System issue expired select customers' services

Prakashb — Tue, 23 Apr 2019 18:34:58 GMT

wow finally support team woke up to post this after i posted around 10-15 messages 😞 sick

Re: System issue expired select customers' services

Johnmichael2u — Tue, 23 Apr 2019 18:35:02 GMT

I hope so. Public Mobile is my only contact phone and I am disabled.

Thank you

Re: System issue expired select customers' services

stonechucker — Tue, 23 Apr 2019 18:39:58 GMT

@Johnmichael2u, please consider getting a WiFi app such as Fongo to act as your backup telephone number, in case something like this happens again.

Fongo has telephone numbers available in most parts of Canada and gives free calling to any number in Canada. A texting add-on is a small monthly fee if desired.

You can use it where ever you can access WiFi.

Re: System issue expired select customers' services

will13am — Tue, 23 Apr 2019 18:41:22 GMT

These announcements need to come out ahead of the bow wave of service disruption complaints. The prepaid model is much more vulnerable to service disruptions than postpaid. A timely announcement policy is essential.

Re: System issue expired select customers' services

Chantellemax — Tue, 23 Apr 2019 18:42:13 GMT

Well how nice of you to join us - are you now going to figure out the issue and personally respond to everyone individually - or like how this all happened without notice - fix the problem and hope people find the answer?

Re: System issue expired select customers' services

termac — Tue, 23 Apr 2019 18:44:03 GMT

I am one of the customers so hopefully this is fixed fast as my cell is my house phone as well...i need my phone.pretty pissed off

Re: System issue expired select customers' services

Prakashb — Tue, 23 Apr 2019 18:49:05 GMT

I am expecting work related important calls and i still dont have any connectivity

Re: System issue expired select customers' services

mike_menapace66 — Tue, 23 Apr 2019 18:50:21 GMT

im one of the affected customers plan was supposed to expire on the 30th its the 23rd what the hell?

Re: System issue expired select customers' services

Johnmichael2u — Tue, 23 Apr 2019 18:53:53 GMT

Services restored. Thank you. To all others affected, I hope your day returns to normal. I still miss the Old Public Mobile

Re: System issue expired select customers' services

Johnmichael2u — Tue, 23 Apr 2019 18:57:50 GMT

Thanks ever so much. I forgot about that option. I'll blame that on my brain injury.

My services have thankfully been restored.

Enjoy the day and again I thank you.

John Michael

Re: System issue expired select customers' services

dna2016 — Tue, 23 Apr 2019 18:59:32 GMT

Thanks for the early warning. Hopefully this will limit the amount of people sending messages to MODS.

Re: System issue expired select customers' services

carolmorrison13 — Tue, 23 Apr 2019 19:00:56 GMT

mine is one of these accts thats been suspended i payed my bill april1/19 of 45.00 a month and now i am suspended fix this soon i am seriously angry .

Re: System issue expired select customers' services

mh1983 — Tue, 23 Apr 2019 19:01:55 GMT

@Alan_K wrote:
Most Recent Update

14:00 PM ET - April 23, 2019

Hey Community,

Today 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.

I might argue that the community identified the issue in spades...

Re: System issue expired select customers' services

sha_star30 — Tue, 23 Apr 2019 19:01:56 GMT

I hope this gets fixed fast....this is my only phone..... Pissed off

Re: System issue expired select customers' services

Chantellemax — Tue, 23 Apr 2019 19:06:21 GMT

Is this sarcasm? I'm unsure. This.has been going on all day and they only decided to address it at 2pm after hours of people trying to reach them.

Re: System issue expired select customers' services

kselmak — Tue, 23 Apr 2019 19:12:23 GMT

@stonechucker wrote:
@Johnmichael2u, please consider getting a WiFi app such as Fongo to act as your backup telephone number, in case something like this happens again.

Fongo has telephone numbers available in most parts of Canada and gives free calling to any number in Canada. A texting add-on is a small monthly fee if desired.

You can use it where ever you can access WiFi.

And textnow gives both sms and North America unlimited calls, you can also get free Canadian number, really great addition if you have only one phone and can access wifi. Fongo and freephoneline do forwarding too I'm not sure about textnow but wouldn't surprise me either

Re: System issue expired select customers' services

jrholland38 — Tue, 23 Apr 2019 19:15:12 GMT

hi i am jeff holland

i paid my bill on april 9/19 and its telling me i need to add more money? I need my phone working as i need it to get to work and important calls.

thanks

Jeff

Re: System issue expired select customers' services

Santic93 — Tue, 23 Apr 2019 19:16:05 GMT

My service has yet to be restored. I paid on April 4th so I would still have 11 days left before I have to pay again