topic Re: Service stopped, but autopay worked? in Get Support

Service stopped, but autopay worked?

kjustinc — Wed, 05 Jan 2022 07:39:38 GMT

@CS_Agent When I woke up this morning, I lost all service (text/data/etc.) on my phone. My autopay date was today, but I made sure I could make the payment. My account shows that it has been properly renewed, but still no service. I've tried rebooting my phone, which is a OnePlus 3T. Any help on this matter is greatly appreciated!

Re: Service stopped, but autopay worked?

jpar — Wed, 16 Aug 2017 13:25:47 GMT

@CS_Agent should be able to help you!

Re: Service stopped, but autopay worked?

ancnfamily — Wed, 16 Aug 2017 14:28:55 GMT

I have exact same issue. It shows same amount of funds available as what my balance is. Now getting " Sorry we can not complete your call, please call *611". Well, sent a msg to a modiator and no response and *611 is of no help. Checked my credit card and money was taken out.

Re: Service stopped, but autopay worked?

kjustinc — Wed, 16 Aug 2017 14:30:10 GMT

Those are my exact symptoms as well 😕 I hope the moderator team gets back to us soon...

Re: Service stopped, but autopay worked?

kjustinc — Wed, 16 Aug 2017 14:32:56 GMT

I also did some digging and looked at my previous autopay. The payment order goes something like this: Credit account with discounts, then charge account for services

I currently have a positive balance because I was credited my discounts from the time that I joined, but there was no money taken out to pay for services...

Re: Service stopped, but autopay worked?

ancnfamily — Wed, 16 Aug 2017 14:39:49 GMT

I don't think moderators are in hurry to resolve this issue. Looks like no one cares

Re: Service stopped, but autopay worked?

SD08 — Wed, 16 Aug 2017 14:46:35 GMT

@kjustinc @ancnfamily

Even though a moderator was tagged, you'll need to send your personal details so they can access your accounts.

Click this Moderator_Team link to send a private message for assistance.
More info on moderators: http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

Include your account number and phone number.

Re: Service stopped, but autopay worked?

kjustinc — Wed, 16 Aug 2017 14:48:30 GMT

I did that this morning before I posted... But unfortunately no reply yet 😕

Re: Service stopped, but autopay worked?

ancnfamily — Wed, 16 Aug 2017 15:02:42 GMT

I don't have whole day to waste. If no service in next hour or so, I will change my provider and will request full refund as they took my money. This is what we get for a cheap service. No one cares.

At least if there is a system wide issue, they should post something, but no. To much to ask for. Makes me wonder if PM wants to shut this service and get everyone to move over to Koodo

Re: Service stopped, but autopay worked?

ancnfamily — Wed, 16 Aug 2017 15:07:32 GMT

It is funny how PM responds to a post on their Facebook page but can't not respond to a legit customer issue.

Re: Service stopped, but autopay worked?

kjustinc — Wed, 16 Aug 2017 16:02:05 GMT

I PM'd them with my account #, phone # with e-mail and got a reply. They were able to restore my service.

Re: Service stopped, but autopay worked?

leolegend — Wed, 16 Aug 2017 16:02:53 GMT

i have the same problem and i have been trying to contact public moble from these stupid community chat and nothing so far. honestly why is it so difficult to get in touch with someone.

Re: Service stopped, but autopay worked?

ancnfamily — Wed, 16 Aug 2017 16:16:37 GMT

Service is restored. There is a glitch with their payment system. None of my credit cards would go trough and when Visa debit was used it all cleared.

This is a msg that i got from them:

thank you !

After validating your account and looking into your details, I can confirm that autopay did not kick in, although it was enabled. Consequently, your services have been suspended. To be quite transparent, this is an issue on our end – a glitch that prevents the payment from going through. This is quite an easy fix, as you should be able to manually top up the amount of 114$ through your self-serve account. Keep in mind that the balance you see if the credit we provide for the promo plan (we give a credit of 126$)Here is how to make a onetime payment:

Click on the ‘Payment’ tab
Click on the ‘Make a payment’ tab
Click on ‘One time payment’
Select ‘Credit Card/VISA Debit Card’ as the payment method
Choose whether you want to pay the amount due, or another desired amount.
Click Submit to finalize your payment \

Once this is done, the plan should automatically renew. Simply power cycle your phone, test and enjoy !

I hope that I was able to provide you with a suitable solution, but feel free to send me a message if you ever have any questions

Cheers,

Mary

Re: Service stopped, but autopay worked?

gillbates — Wed, 16 Aug 2017 17:00:31 GMT

Help, I have the same issue as well, unable to access data and voicemail

Re: Service stopped, but autopay worked?

shawnie_boy — Wed, 16 Aug 2017 17:22:45 GMT

I really hope PM gets a handle on this issue. This needs fixing asap

Re: Service stopped, but autopay worked?

jamallb91 — Wed, 16 Aug 2017 17:49:56 GMT

I've got the same problem here. In my payment history says i made a payment - but my Visa /Debit doesnt reflect PM's website. It says my next payment is due in November, but i have no service now... Which one is it???

Re: Service stopped, but autopay worked?

linger359 — Wed, 16 Aug 2017 17:47:09 GMT

Same here. This is so frustrating

Re: Service stopped, but autopay worked?

mmottola — Wed, 16 Aug 2017 18:23:29 GMT

I'm having the same issue, I even tried to make a one time payment and it said I do not have a balance...but I don't have service...

Re: Service stopped, but autopay worked?

arenaux — Wed, 16 Aug 2017 19:25:31 GMT

Same issues as everyone else.

Send private message to moderators.

Tried to make 1 time payment which was not processed by the system.

Tried to make payment via *611 this was also not accepted.

Currently traveling for business and stuck in a random hotel lobby paying for internet. 😄

How about them rewards now?

Re: Service stopped, but autopay worked?

ancnfamily — Wed, 16 Aug 2017 20:52:02 GMT

I used Visa Debit and was able to restore my service. My regular credit cards did not work. So I guess I will leave Visa debit as my AutoPay option. What is interasting, my wife and kids plan re-newed without any glitch.