topic Plan Expired - Your account has been suspended (Back from US Travel) in Get Support

Plan Expired - Your account has been suspended (Back from US Travel)

desmho — Wed, 05 Jan 2022 06:13:28 GMT

Hi,

I logged into My Account just as I came back from my travels only to find that my plan had expired. I have paid the extra $120 but am a little confused since I am set up on the auto payment plan and I ported my number over on Nov 2. Therefore, I still have 2 more months on my plan.

I'm suspecting an issue when comming back to Canada after the US roaming add-on. FYI - US Roaming worked perfectly fine.

@Mary_M Please advise.

Desmho

Re: Plan Expired - Your account has been suspended (Back from US Travel)

ShawnC13 — Wed, 07 Dec 2016 16:27:30 GMT

Glad to hear the US roaming worked great. I think others have had the same issue where it has siad their plan expired when their roaming package ended. Hopefully this can be fixed so that it doesn'tkeep happening

Re: Plan Expired - Your account has been suspended (Back from US Travel)

Y148 — Wed, 07 Dec 2016 17:09:22 GMT

Yes, I has same issuie. I added roam in usa, and came back canada and found my account expired..

what we should do now?

Re: Plan Expired - Your account has been suspended (Back from US Travel)

makkahn28 — Wed, 07 Dec 2016 17:25:07 GMT

Question: Does your Service Still work After returning to Canada? If Still then the System is like when plan expired and even if Auto-Pay enabled fine, but irritating.

NOW, If NOT, then a PM Mod needs to jumpstart the plan back to life

Re: Plan Expired - Your account has been suspended (Back from US Travel)

Y148 — Wed, 07 Dec 2016 17:28:03 GMT

Yes, ssystem still work, message said accouns will be deactivated on Dec 31, 2016 if we dont't add payment.

How to find a Mod? I pmmed a mod who posted american add on post. I hope i send to the right person:)

Re: Plan Expired - Your account has been suspended (Back from US Travel)

desmho — Wed, 07 Dec 2016 17:51:46 GMT

My plan is working for now. Although with all the expire and deactivation signs, I'm getting a bit worried.

Re: Plan Expired - Your account has been suspended (Back from US Travel)

martinjgravel — Wed, 07 Dec 2016 18:00:58 GMT

I am in the same boat but still in the US and can't add on to my plan as I am staying here more than 10 days. Today is my last day and unless I pay the $120 again, it won't let me add on another 10 day period. This really sucks considering I signed up Nov 18 and spent more than $150 so far and now after tonight I will have no phone service away from home. I messaged a mod and expect no response. Is this what PM is all about?

Re: Plan Expired - Your account has been suspended (Back from US Travel)

tjwallace — Wed, 07 Dec 2016 18:04:12 GMT

I have the same issue. I sent a message to Saray_O and Mary_M but haven't gotten a response back yet.

Re: Plan Expired - Your account has been suspended (Back from US Travel)

Luddite — Wed, 07 Dec 2016 18:14:57 GMT

Any moderator will suffice; private messages and tags are pooled for any on duty. Coverage is currently: Mon-Thursday 9am(EST) to 9pm(EST) and Friday, Saturday, and Sunday from 9am(EST) to 5:30pm(EST).

You are at the back of the queue as they are dealling with customers who have no service first.

If service does go down, do one, or all, of the following:

- post your issue to Public Mobile on Facebook/Twitter

- send tech support the webform found by following the "buttons" in this link, https://publicmobile.ca/en/on/get-help

- send a private message to any moderator with your phone number and a description of what has happened. In subject line I suggest "SERVICE SUSPENDED WITHOUT REASON".

Re: Plan Expired - Your account has been suspended (Back from US Travel)

rkreddyb4u — Wed, 07 Dec 2016 18:29:41 GMT

looks some thing wrong with US Roaming bundle addition causing some Issue on account, similar thread below - only mod team can help @Shazia_K please help

http://productioncommunity.publicmobile.ca/t5/Discussions/RE-plan-expire-120-days-when-I-added-US-Roaming/m-p/118309/highlight/true#M37364

Re: Plan Expired - Your account has been suspended (Back from US Travel)

Shazia_K — Wed, 07 Dec 2016 18:33:56 GMT

Hello @desmho, @tjwallace, @Y148,

I'm truly sorry to see that you guys have been having issues with the US roaming.

I will get to you shortly please wait for my reply.

Thanks,

Shazia

Re: Plan Expired - Your account has been suspended (Back from US Travel)

tjwallace — Wed, 07 Dec 2016 18:36:10 GMT

Excellent, thanks @Shazia_K!

Re: Plan Expired - Your account has been suspended (Back from US Travel)

Y148 — Wed, 07 Dec 2016 18:37:03 GMT

@Shazia_K Thannk you. and I think I can go for lunch now.:)

Re: Plan Expired - Your account has been suspended (Back from US Travel)

desmho — Wed, 07 Dec 2016 18:41:01 GMT

@Shazia_K

Thank you. Can't wait to have this resolved.

Re: Plan Expired - Your account has been suspended (Back from US Travel)

martinjgravel — Wed, 07 Dec 2016 18:45:53 GMT

I have PM'd Shazia as well. I will have no service at all as of midnight while travelling in the states.

Re: Plan Expired - Your account has been suspended (Back from US Travel)

Y148 — Wed, 07 Dec 2016 18:55:19 GMT

@Shazia_K, thank u very much, it is fixed! account back to normal now.

Re: Plan Expired - Your account has been suspended (Back from US Travel)

tjwallace — Wed, 07 Dec 2016 19:00:46 GMT

My account is also back to normal, thanks @Shazia_K!

Re: Plan Expired - Your account has been suspended (Back from US Travel)

Shazia_K — Wed, 07 Dec 2016 19:01:48 GMT

Hey @desmho, @tjwallace, @Y148,

Can you please reboot your phones? everything should be good to go.

@martinjgravel,

I'm sorry I didn't quite understand your request, please reply back to me 🙂

Thanks,

Shazia

Re: Plan Expired - Your account has been suspended (Back from US Travel)

desmho — Wed, 07 Dec 2016 19:09:09 GMT

Hi @Shazia_K,

I noticed my account seems to be back to normal. I was wondering if I could get a refund of the $120 that I recently paid when I got the notification that my account expired? I believe this payment is unneccessary.

I shouldn't have to repay again until 3 months after my activation date with PM (Nov 8, 2016).

Let me know.

Thanks,

Desmho

Re: Plan Expired - Your account has been suspended (Back from US Travel)

Shazia_K — Wed, 07 Dec 2016 19:13:42 GMT

@desmho,

I do understand, but you manually and willingly made this payment and for this reason we cannot refund you, however, you have a balance of $120 therefore you have nothing to pay until June 2017 🙂

Thanks,

Shazia