topic Re: Account suspended after US roaming addon expired in Get Support

Account suspended after US roaming addon expired

ashea89 — Wed, 05 Jan 2022 06:18:06 GMT

Having an issue where my account is suspended following the expiring of the US roaming addon. My 3 month plan should be expiring in February but my account is set to expire in a week due to this issue. Could someone please advise? Based on what I read in the community I need a mod to fix it on the backend?

Similar issues here.

http://productioncommunity.publicmobile.ca/t5/Discussions/Multiple-threads-on-Issue-quot-Plan-Expired-Your-account-has/m-p/119426#M37865

@Shazia_K

Re: Account suspended after US roaming addon expired

ShawnC13 — Mon, 12 Dec 2016 20:10:39 GMT

I do beleive it is a known issue that is being looked into. I also think I have read where people were getting that message but their phone was still active after the date. I know that isn't the way you would like to go so hoepfully the mods can take care of this before then

Re: Account suspended after US roaming addon expired

mrbrendanwong — Mon, 12 Dec 2016 20:13:54 GMT

I have the exact same issue. Hopefully a mod can provide some concrete answers soon.

Re: Account suspended after US roaming addon expired

int19 — Tue, 13 Dec 2016 00:18:13 GMT

Would you be able to tell us what add on you purchased? Some reports indicate this does matter with regards to following account problems.

Re: Account suspended after US roaming addon expired

Luddite — Tue, 13 Dec 2016 01:25:15 GMT

It seems this is an error message that does not trigger suspension of services while in Canada. However, if remains on your account after returning to Canada, or service fails, I think you should send a private message to any moderator with your phone number and a description of what has happened, but given their backlog it will likely be several days before they respond.

Meanwhile, if your service is down you can make phone calls with an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi. Google Hangouts is another similar option.

Re: Account suspended after US roaming addon expired

ashea89 — Tue, 13 Dec 2016 02:22:41 GMT

I was able get some support off the facebook site and the issue has now been resolved. Thanks everyone.

Re: Account suspended after US roaming addon expired

brothernoble — Sat, 17 Dec 2016 14:20:37 GMT

How did you get it resolved?

Re: Account suspended after US roaming addon expired

Bobsmith222 — Sat, 17 Dec 2016 14:31:18 GMT

This is foolish that we all have to jump through all these hoops to get support for something we've already paid for

COME ON TELUS HIRE MORE SERVICE REPS AND HELP YOUR CUSTOMERS

Re: Account suspended after US roaming addon expired

michelle_n — Tue, 20 Dec 2016 15:40:12 GMT

@Shazia_K

I am having the same issue. Can someone please resolve? I'm only a couple of days away from account deactivation.

Re: Account suspended after US roaming addon expired

srlawren — Tue, 20 Dec 2016 18:09:15 GMT

@Shazia_K I know that @michelle_n already tagged you, but there is some urgency to this given that her account will be deactivated on Thursday if this is not resolved. Please have a look when you can. Thank you!

Re: Account suspended after US roaming addon expired

Shazia_K — Tue, 20 Dec 2016 18:22:03 GMT

Hello @michelle_n,

I'm sorry for the delay in responding back to you as you might already know we are currently receiving a higher volume of requests than our usual.

Can you please reboot your phone? everything should be all good to go. I see that you made a payment of $120 earlier, the payment was not used and will be available to you as a balance.

Thanks,

Shazia

Re: Account suspended after US roaming addon expired

srlawren — Tue, 20 Dec 2016 18:24:02 GMT

@Shazia_K fantastic, thank you so much!