topic Re: purchased another travel plan for my second US trip, now a second time my account is suspended? in Get Support

purchased another travel plan for my second US trip, now a second time my account is suspended?

Chris_M — Wed, 05 Jan 2022 06:15:33 GMT

Hello all,

I purchased another travel plan for my second US trip, now a my account is suspended?

This is the second time this has happened after purchasing a roaming package. I was assured this would not happen again, but low and behold here we are again.

When I purchase it gives me credit for the referrals and charges the difference to my credit card. The account balance then shows zero balance and the next day it states my account is suspended and I must make a payment in 30 days or the account will be canceled.

This is despite being on autopay. I still have service currently but this is a pain.

Is this a know glitch? Has anyone else had this problem?

Sending a Mod a request to fix again now.

Re: purchased another travel plan for my second US trip, now a second time my account is suspended?

daredogg — Fri, 09 Dec 2016 12:01:55 GMT

Wow that's a bit messed up... sure hope they fix that, because it doesn't bode well for the new US roaming packages.

Out of curiosity, to anyone else who knows... does this also happen now if you add a LD add-on?

Re: purchased another travel plan for my second US trip, now a second time my account is suspended?

Rockdaddy22 — Fri, 09 Dec 2016 12:12:09 GMT

I wouldn't risk buying US roaming. I'd go with roam mobility until they can fix these bugs. Never heard of it with LD just roaming.

Re: purchased another travel plan for my second US trip, now a second time my account is suspended?

imcphers — Fri, 09 Dec 2016 12:49:53 GMT

It would be intersting to see the unit test and system verification test plans for this feature along with the results. It is very difficult to determine from the community if every purchase of a US plan results in false account expirey issues.

How will we know when they've actually fixed these issues?

I still think we need to have an area in this forum that is used to publish the know issues, work arounds and closes them once they have been resolved.

Re: purchased another travel plan for my second US trip, now a second time my account is suspended?

staplesofsteel — Fri, 09 Dec 2016 15:15:33 GMT

This exact thing just happened to me too. And I'm leaving for Chicago in a few hours... I messaged a mod about it. Arghh!

Re: purchased another travel plan for my second US trip, now a second time my account is suspended?

akcard — Fri, 09 Dec 2016 15:42:26 GMT

This is a known glitch and there is a thread going on to conslidate all the individual threads from users with the glitch. Always seems to be Account Suspended after US Roaming is added.

Here is the thread I'm talking about:

http://productioncommunity.publicmobile.ca/t5/Discussions/Multiple-threads-on-Issue-quot-Plan-Expired-Your-account-has/m-p/119890#M38040

I will post a link to your thread over in that consolidated thread and hopefully a mod will look at it.

Re: purchased another travel plan for my second US trip, now a second time my account is suspended?

ReillyWood — Fri, 09 Dec 2016 20:52:27 GMT

I have the same. Currently in the US with roaming working but my account listed as suspended. Wondering if I'll have any service when I return tomorrow.

Would be interesting to know:

Does it affect everyone who adds US Roaming or only a portion? What percentage?
Does it affect you if you add any US Roaming option or only a particular type? We added the talk, text, and data.
Is there any known workaround? I've tried topping up the account and had some successful messages but the account still show as suspended.

Rob Wood

Re: purchased another travel plan for my second US trip, now a second time my account is suspended?

srlawren — Fri, 09 Dec 2016 23:25:51 GMT

@ReillyWood did you add the bundle add-on that includes those 3 services? Or individually? So far it's looking like it's just affecting the budles somehow, but I don't know if that's been determined 100% or not.

As for resolution, I think you will have to private message a moderator for assistance, unfortunately 😞

Re: purchased another travel plan for my second US trip, now a second time my account is suspended?

Chris_M — Fri, 09 Dec 2016 23:47:05 GMT

Yes on both occasions it was the Unlimited Talk, Global Text and 250 MB Data for just $20 for 10 days

Re: purchased another travel plan for my second US trip, now a second time my account is suspended?

srlawren — Fri, 09 Dec 2016 23:50:50 GMT

Thanks for confirming, @Chris_M.

Re: purchased another travel plan for my second US trip, now a second time my account is suspended?

ReillyWood — Sat, 10 Dec 2016 00:11:14 GMT

1 was the bundle, 1 was piecemeal, as I recall.

Rob Wood

Re: purchased another travel plan for my second US trip, now a second time my account is suspended?

staplesofsteel — Tue, 20 Dec 2016 15:44:48 GMT

FYI, the mods fixed my suspended account just now (I had the same US roaming issue), and were real nice about it.

They're pretty backed up (took 12 days to respond to me) so if they havn't fixed your situation by now, they will reach out soon.