topic Re: Confused about messages online in Get Support

Confused about messages online

calfyn — Tue, 04 Jan 2022 23:37:29 GMT

So, I'm confused. I have the funds in my account To switch my plan. I'm unable to switch my plan though so my status is now saying suspended. I simply want to change my plan. How do I do it?

Re: Confused about messages online

calfyn — Thu, 02 Aug 2018 04:10:49 GMT

It's also telling me my account has enough funds. Not sure what to take on this

Re: Confused about messages online

matbasm — Thu, 02 Aug 2018 04:11:27 GMT

@calfyn, When your account is in suspended state, you cannot change your plan without moderator assistance. It is a current limitation of the system. Just contact the mods via private message, and they can do it for you.

Click here to send the moderators team a private message. Moderators' hours of operation are M-F 9AM-9PM(EST) & S/S 9AM-7:30PM(EST)
Information regarding the moderators team can be found by following this link.

Re: Confused about messages online

mimmo — Thu, 02 Aug 2018 04:11:48 GMT

@calfyn to change plans when your account is suspeneded you need to conatact the mods and have them do it.

How can you get help with your account, activation, or service?

Please contact the Community Moderator Team to get gelp with you account.
They are Public Mobile support employees who can help with your issue (More details).
Click here to send them a private message.

In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

Office Hours: Mon-Fri 9am to 9pm, and Sat-Sun 9am to 7:30pm [Toronto Time].
Messages are replied to during business hours and in the order they are received
Typical response time is between 1-3 hours, but can be up to 48 hours.
There is no need to send multiple messages.

Some good posts/reads:

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Re: Confused about messages online

calfyn — Thu, 02 Aug 2018 04:13:23 GMT

611 also says my account is suspended. Kinda getting scared here, am I going to have another Freedom mobile experience but with public?

Re: Confused about messages online

calfyn — Thu, 02 Aug 2018 04:14:10 GMT

My account should not be suspended though I have the funds in the account.

Re: Confused about messages online

matbasm — Thu, 02 Aug 2018 04:14:17 GMT

@calfyn, is your phone currently working?

Re: Confused about messages online

calfyn — Thu, 02 Aug 2018 04:16:53 GMT

I can text and call out but I can't access data

Re: Confused about messages online

matbasm — Thu, 02 Aug 2018 04:19:27 GMT

@calfyn, could it be that you ran out of data? Have you checked on your selfe serve portal?

Re: Confused about messages online

calfyn — Thu, 02 Aug 2018 04:21:59 GMT

Yes it says my account is suspended. Data says on hold. I have not run out the system was supposed to renew my plan today...

Re: Confused about messages online

matbasm — Thu, 02 Aug 2018 04:25:49 GMT

@calfyn, where are you seeing the renewal date. There should be 2 different dates, one day appart. The date on the rewards page is when the actual renewal happens (overnight between the two dates). Any chance you can go the the change plan option in the portal and do it from there?

Re: Confused about messages online

Anonymous — Thu, 02 Aug 2018 04:29:22 GMT

Well then...it's likely that you're in the autopay problem of the day.

Without using autopay myself I know I get all kinds of dire warnings and messages around renewal. But calling and data still seem to work. (although I haven't yet seen what happens when I consume all my prepaid-for data).

That last day of the paid plan running over to the first day of the renewal seems to be the dodgy part of the whole deal. But as long as your services are working you should be able to get through it.

Except for autopay right now....:)

Re: Confused about messages online

calfyn — Thu, 02 Aug 2018 04:30:50 GMT

Seriously???? Read please.

It is susupended. So in that grey box that comes up where it says suspended it lists today's date (Aug 2 2018).

Anyways

Whatever it is what it is. Do they issue refunds for payments made. I don't have time for this.

Re: Confused about messages online

calfyn — Thu, 02 Aug 2018 04:31:33 GMT

I don't use auto pay. I didn't subscribe to it.

Re: Confused about messages online

calfyn — Thu, 02 Aug 2018 04:40:05 GMT

Like seriously

Re: Confused about messages online

matbasm — Thu, 02 Aug 2018 04:40:55 GMT

@calfyn, since this is a prepaid service there are generally no refunds. That said, and depending on the circumstances, it is not impossible. You would need to contact the moderator team and present your case. You would likely get the problem resolved much sooner than you would get a refund...

Re: Confused about messages online

calfyn — Thu, 02 Aug 2018 04:42:53 GMT

@matbasm

Re: Confused about messages online

calfyn — Thu, 02 Aug 2018 04:43:52 GMT

Re: Confused about messages online

Anonymous — Thu, 02 Aug 2018 04:45:07 GMT

@calfyn wrote:
I don't use auto pay. I didn't subscribe to it.

Ok great then. The rest of my post still stands. You've been here over 1.5 years. I've been here 2 months. I've seen two renewals. Both of them had all these end of the world warnings. But my service continued working through them. The last one, I didn't get the renewal text until mid-morning of renewal day. Services still worked.

Re: Confused about messages online

calfyn — Thu, 02 Aug 2018 13:45:08 GMT

Thanks all for the help yesterday. It seems to have corrected itself. I was on edge having come from freedom who LOVED to do this. They would randomly deactivate service and say the account was not paid even though funds were there (among other things) none the less thank you. I apologise if I came across cross with anyone.