topic Re: Plan Gone in Get Support

Plan Gone

berket13 — Wed, 05 Jan 2022 07:05:34 GMT

Hi i think there was a problem with my credit card and my plan is gone.

Can i get the same plan back if i add funds?

Thanks

Re: Plan Gone

ShawnC13 — Mon, 15 May 2017 21:31:51 GMT

@berket13, yes you should be able to. As long as your plan has not been suspended for more then 90 days it will be there for you to activate again upon payment.

Re: Plan Gone

Someone_here — Mon, 15 May 2017 21:34:34 GMT

Hi @berket13,

Yes you'll get your plan back if you add funds. As long as your were not inactive for more than 90 days or that you didn't changed manually to another plan.

If for some reason you can't get your credit card working, you can also buy vouchers in a store and top your account through selfserve or over the phone (dial 611).

Re: Plan Gone

berket13 — Mon, 15 May 2017 21:53:17 GMT

I have added the funds back

Does the plan get reinstated automatically?

Thanks again

Re: Plan Gone

NDesai — Mon, 15 May 2017 22:07:52 GMT

@berket13 wrote:
Ok

I have added the funds back

Does the plan get reinstated automatically?

Thanks again

Yes, it should. Reboot your phone and see if everything is working. If not, send a private message to one of the mod.

Re: Plan Gone

cricketfan — Mon, 15 May 2017 22:08:02 GMT

It might but better to send a private message to a mod @Shazia_K just in case.

Re: Plan Gone

CaNuCk07 — Mon, 15 May 2017 22:13:55 GMT

No need to send a private message to the moderator unless u have a problem.

If after the restart and a little wait doesn't work, then send away.

But inundating the mods with useless requests does nothing for customer service.

Re: Plan Gone

berket13 — Mon, 15 May 2017 22:20:33 GMT

Ok so quick question

Is it normal to see no plan...when the account does not auto pay on time due to cc issues?

I have added the funds and there is still no plan visible

Thanks

Re: Plan Gone

NDesai — Mon, 15 May 2017 22:28:11 GMT

@berket13 wrote:
Ok so quick question

Is it normal to see no plan...when the account does not auto pay on time due to cc issues?

I have added the funds and there is still no plan visible

Thanks

Plan is always attached to the account. You need to have any valid plan otherwise there would be no self-serve account. When you don't have AutoPay enabled or issue you with payment, the account will stay on suspended/Expired for maximum of 90 days.

Try using private/incognito browsing mode and see if you can view the plan on the overview page.

Re: Plan Gone

berket13 — Mon, 15 May 2017 22:37:23 GMT

Even in Incognito mode the plan is not showing up.

However when i made the payment there was a message saying "something went wrong" but when i went back to the account page..it actually shows it topped up successfully.

Should I continue to wait for the account page to update?

Re: Plan Gone

berket13 — Mon, 15 May 2017 22:50:03 GMT

When i click on plan details i get the generic error

Re: Plan Gone

SD08 — Mon, 15 May 2017 22:55:22 GMT

@berket13

Looks like you'll need to get in touch with a moderator, especially if your service isn't working, but in any case to deal with that error message in your account. How to contact them:
http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

Re: Plan Gone

Someone_here — Tue, 16 May 2017 00:44:23 GMT

@berket13 wrote:

When i click on plan details i get the generic error

When I get this generic error (once in a while), I change browser/use private mode. Sometimes it works, sometimes not. Then I try again a little later or on a 3rd browser and then it works. Weird, I don't understand exactly why it happens, but it was never (for me) linked to another problem in my account.

Re: Plan Gone

berket13 — Tue, 16 May 2017 00:53:09 GMT

Ok not sure if this helps...but it now im getting status of "Plan expired"

Re: Plan Gone

mimmo — Tue, 16 May 2017 01:03:03 GMT

I woudl at this point contact a mod , refrence this thread ad send you phone number and email address.

Re: Plan Gone

stonechucker — Tue, 16 May 2017 02:48:13 GMT

If plan expired is in red letters, I think your renewal may now be in process.

if it's in black letters, it's the replacement txt for a promo no longer offered, but still applies to your plan.

waiting until morning to request moderator assistance will be fine, as you may wake up to a working phone. Try a power off, and power on cycle in the morning to see if your service is active. Moderators on duty 9 am to 9 pm Toronto time, Monday to Thursday.

Re: Plan Gone

stonechucker — Tue, 16 May 2017 15:29:28 GMT

@berket13,

Any luck this morning? Hoping things are working for you.

Re: Plan Gone

berket13 — Tue, 16 May 2017 15:31:08 GMT

Hey Yes the plan was activated again this morning all is good.

Thanks everyone in the group!

Transferring number request not received by past carrier

Angelicaem — Mon, 09 Dec 2024 00:02:35 GMT

I followed the instructions to register my SIM and transfer my number on the app but I never received a verification text from my previous carrier, Koodo. When I called Koodo they never received a request to port my number so there was nothing they could do and I needed to contact public mobile.