topic Re: ACCOUNTING GLITCH in Get Support

SERVICE SUSPENDED - ACCOUNT PAID UP

Luddite — Wed, 05 Jan 2022 07:42:19 GMT

Something has triggered a significant accounting system glitch. Some, not all, accounts are being suspended even though paid up. A queue seems to be building so please plan for at least a day without service.

There is NOTHING you can do to fix this. Therefore, join the queue so your account can be repaired at the earliest time by clicking this: message to moderators to send a private message to the moderator team with your phone number and an explanation. Put "SERVICE DOWN" in the subject line.

Meanwhile, if you need to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.

Hang in there; like Trump, this too shall pass. 🙏

Re: ACCOUNTING GLITCH

tehrlich — Sat, 19 Aug 2017 16:11:01 GMT

Yeah, Fongo is OK if you need to make a call but you remain unreachable because no one else knows your number. meh.

Re: ACCOUNTING GLITCH

Santost — Sat, 19 Aug 2017 16:14:43 GMT

i have the same problme with one of my phones

and it forced me to make another payment...

cant call out or get calls .... hard to be a day with out a phone.

Re: ACCOUNTING GLITCH

K_GL — Sat, 19 Aug 2017 16:21:39 GMT

same problem to me this morning,send pm to mod get help,everything working fine now

Re: ACCOUNTING GLITCH

mimmo — Sat, 19 Aug 2017 16:35:08 GMT

I hope PM actually gives the customeres affected a little bonus (account credit or something) for the inconvience. for others a less than perfect Freedom network (weekend promo) might be better than a buggy nd what seems unfixable portal.

Re: ACCOUNTING GLITCH

SD08 — Sat, 19 Aug 2017 16:43:57 GMT

This is what I've found are the typical symptoms/characteristics of the glitch:

service has halted (can't make calls or use data)
just passed regular payment due date
credit card was charged on renewal date
account shows a large credit balance (available funds)
account does not necessarily indicate expired/suspended status
attempts to make calls results in a message to dial *611

See here for a spate of recent examples:
https://productioncommunity.publicmobile.ca/t5/Discussions/Auto-Payment-didn-t-go-through/m-p/178888#M53684

Re: ACCOUNTING GLITCH

Raven_Jet — Sat, 19 Aug 2017 16:56:21 GMT

I wonder if it is a random issue or is this for recent subscribers? As new as 3 months? Anyone with an account older than 3 months affected?

Re: ACCOUNTING GLITCH

mimmo — Sat, 19 Aug 2017 17:02:47 GMT

@Luddite do you know if doing a plan renewal will fix teh issue? i can deal with the refund issue at a later date.

Re: ACCOUNTING GLITCH

Raven_Jet — Sat, 19 Aug 2017 17:05:31 GMT

From what I have read, changing to a different card or filling your account with vouchers to have enough to cover the payment might work? I'm not 100% certain.

Let us know if whatever you do works or solves it for now.

Re: ACCOUNTING GLITCH

dsl — Sat, 19 Aug 2017 17:17:53 GMT

My service is suspended...sent message to moderators. Any word on personal information being compromised because of this "glitch"?

Re: ACCOUNTING GLITCH

MarieHelene_L — Sat, 19 Aug 2017 17:21:08 GMT

Hey @dsl,

Absolutely no worries about that! It's simply our system that didn't want to cooperate this morning 🙂

Marie

Re: ACCOUNTING GLITCH

tehrlich — Sat, 19 Aug 2017 17:26:24 GMT

It would be nice if one of the mods would at least indicate whether progress is being made here. As it is everyone is in limbo wondering when or if they are going to see a resolution.

Re: ACCOUNTING GLITCH

MarieHelene_L — Sat, 19 Aug 2017 17:32:10 GMT

Hey @tehrlich,

Of course we're working on it, we're not making you wait on purpose I can guarantee that. We answer everyone on a first come first served basis so we'll get to everyone's message eventually.

Sorry if we're not very active publicly. We try to focus our time on private messages to get everyone back up and running as soon as possible 🙂

Thanks everyone for your patience,

Marie

Re: ACCOUNTING GLITCH

csphone — Sat, 19 Aug 2017 17:34:41 GMT

Mods are working their way through the private-messages list - my service was just restored 🙂

Re: ACCOUNTING GLITCH

tehrlich — Sat, 19 Aug 2017 17:35:19 GMT

Thank you for the reply. I mean no disrespect. This is obviously a difficult problem but as you are no doubt aware we are all kind of twisting in the wind here. A little reassurance like you just sent goes a long way.

Re: ACCOUNTING GLITCH

tehrlich — Sat, 19 Aug 2017 17:36:54 GMT

Glad to hear it! The mods here are pretty darn good and overwhelmed so kudos to them.

Re: ACCOUNTING GLITCH

Vickel — Sat, 19 Aug 2017 17:38:37 GMT

The moderator team needs to post an announcement with a status update
Keeping silent is not the way to go

Re: ACCOUNTING GLITCH

Luddite — Sat, 19 Aug 2017 17:38:54 GMT

@mimmo wrote:
@Luddite do you know if doing a plan renewal will fix teh issue? i can deal with the refund issue at a later date.

@mimmo I don't know. It has not affected me, but my friend was not willing to risk it to gain a day. I personally would never pay a second, or third, time. While PM will eventually "refund" the overpayment to Available Funds, it would mean you are locked into PM for 180 days.

I follow my own suggestions here: https://productioncommunity.publicmobile.ca/t5/Getting-Started/BE-PREPARED/m-p/112014#M20827

Re: ACCOUNTING GLITCH

StickySituation — Sat, 19 Aug 2017 17:41:17 GMT

My service is down as well. I signed up a few days ago....I was really excited to start with PM, but this has turned into a nightmare. I private messaged the team just now, let's see what happens next.

Re: ACCOUNTING GLITCH

MarieHelene_L — Sat, 19 Aug 2017 17:43:54 GMT

Hey @Vickel,

I'd love to be able to post an announcement but any official announcement needs to go through marketing first for approval and unfortunately they do not work on the weekend.

Marie