topic Re: can't activate new plan in Get Support

can't activate new plan

jongleuse — Wed, 05 Jan 2022 06:18:12 GMT

Hi,

I am trying to change plan for the one-month province-wide talk 27$ plan. My last one expired a few days ago and my account is «suspended». I paid the cost of my new plan, plus I'm supposed to have a credit of 20 bucks in my account. Although my payment history keeps track of these two amounts (says I have a balance of 47), the page where I can choose a new plan still indicates 0 at available funds, and I can't activate the plan.

This is the second time the exact same thing happens to me. Is there a bug?

Thanks

Frédérique

Re: can't activate new plan

NDesai — Mon, 12 Dec 2016 21:10:01 GMT

Are you on AutoPay? Do you currently have service?

Re: can't activate new plan

jongleuse — Mon, 12 Dec 2016 21:13:37 GMT

Hi,

no I'm not on autopay and don't currently have service.

Re: can't activate new plan

NDesai — Mon, 12 Dec 2016 21:17:10 GMT

Since you are not on AutoPay, you have to manually activate the plan from front overview page. But you said you are unable to do it. So, send private message to one of the mod with your account details. They will reactivate the new plan from their end.

Re: can't activate new plan

jongleuse — Mon, 12 Dec 2016 21:21:20 GMT

I did that two days ago and never got an answer. Is there a way to know who are the active mods?

Re: can't activate new plan

jheili99 — Mon, 12 Dec 2016 21:24:25 GMT

hi..

yes, if you click on the name with the "mod" attachment to the right of that it will show you the online/offline status as well as when they replied to a post....but: this doesn't mean you will get an instant reply and there maybe others ahead of you in the queue

cheers

Re: can't activate new plan

jongleuse — Mon, 12 Dec 2016 21:32:52 GMT

But do you scroll the discussions to get the names or is there a list of mods somewhere? (just a detail but handy anyway...)

Re: can't activate new plan

jheili99 — Mon, 12 Dec 2016 21:37:19 GMT

yes...under "user's online" i just scroll and then click on the name to see status...i already suggested some time ago to PM, that here should be a column with "mod's online" so they are easier to find.... eventually i think they wil go this route once all the ouchies in the system are gone..

cheers

Re: can't activate new plan

Luddite — Tue, 13 Dec 2016 01:37:22 GMT

@jongleuse It's not clear to me if you have tried the following:

- login to your account, click Change Plan, pick your plan and click activate now, logout. Wait a few minutes, reboot your phone, and check service.

Normally this will take any available funds and rewards needed to activate the plan.

If that fails, do one, or all, of the following:

- post your issue to PM 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, 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.

Re: can't activate new plan

swz5005 — Tue, 13 Dec 2016 13:46:03 GMT

Send the mod's a PM and wait for them.

It's actually much better to just do Autopay, you get a bit of discount and much less hassle.

Re: can't activate new plan

jongleuse — Tue, 13 Dec 2016 15:09:21 GMT

thanks luddite for the answer. But yes, I tried to click «change plan» and can't, and it doesn't show any available funds (although I paid).

thanks for the other suggestions.