topic Re: Service stopped working in Get Support

Service stopped working

Zender — Wed, 05 Jan 2022 07:51:01 GMT

My phone service just stopped working all of a sudden. It says I have no plan.

Voice calls, voicemail, text nothing works.

I login to my account and my autopay just came out and looks like that is when it stopped working but it shows me having no plan and my next payment is:

Payment Due Date (One-Time Payment): Jan 18, 2019

When I try to click change plan or look at plan details, website crashes.

I did change my plan a couple weeks ago from the 4.5 30day to the 4.5 30day + .5gb bonus. Maybe something happened as it switched for this cycle?

Also the billing transaction history looks weird:

Dec 20, 2018	30-day plan/Forfait de 30 jours		$10.00	$20.00
Dec 20, 2018	30-day plan/Forfait de 30 jours		$10.00	$30.00
Dec 20, 2018	Automatic Top-Up/Réapprovisionnements auto.	$18.00		$40.00
Dec 20, 2018	Reward - Refer-a-Friend ($1 per active friend) /Récompense - Référez-un-ami (1 $ par ami actif)	$3.00		$22.00
Dec 20, 2018	AutoPay Reward	$2.00		$19.00

Just checked and my wife is having exact same problem. She signed up same day so we have the same billing date. She also did the plan swap like myself.

Please help as phone has zero service 😞

Re: Service stopped working

RobertQc — Thu, 20 Dec 2018 09:27:41 GMT

@Zender

The issue with the plan builder crashing / self serve showing no plan I believe is a separate issue that happens for a couple hours on a random basis, happens to me 10+ times per week. Try to log in again and I believe that will be cleared up.

Does the account overview show your account as "active" or "suspended" ? The system can be rather glitchy when changing plans during renewal.

Re: Service stopped working

ds3 — Thu, 20 Dec 2018 12:22:31 GMT

I have the exact same problem. Same billing issue.

Dec 20, 2018	30-day plan/Forfait de 30 jours		$10.00	$20.00
Dec 20, 2018	30-day plan/Forfait de 30 jours		$10.00	$30.00
Dec 20, 2018	Automatic Top-Up/Réapprovisionnements auto.	$34.00		$40.00
Dec 20, 2018	AutoPay Reward	$2.00		$6.00
Nov 20, 2018	4.5 GB at 3G Speed/ 4.5 Go à la vitesse 3G		$30.00	$4.00
Nov 20, 2018	30-day plan/Forfait de 30 jours		$10.00	$34.00

Instead of taking out $40 for my plan it only took out 20 and now I have now service.

Re: Service stopped working

stonechucker — Thu, 20 Dec 2018 13:16:58 GMT

To everyone with the issue this morning, if you don't have service on your device, try rebooting/restarting it first.

As this is AutoPay, running into Renewal date, the system goes through *many* stages. Please try to do nothing with your accounts - until you can confirm that your plan is Active (on the website) without device service, or service is in a different status, with phone service working.

If you have the warning messages that say to ignore while having available funds and/or AutoPay enabled, do exactly that - ignore the status.

The entire process takes about 8 hours - phone service *should not* be affected.

Re: Service stopped working

Zender — Thu, 20 Dec 2018 13:45:48 GMT

Still not working as of this morning.

It now shows my account as “plan expired” even though I have auto pay on.

Amount due to top-up your previous plan $20.00
Plan Expiry Date: Dec 20, 2018
Account Deactivation Date: Mar 20, 2019
Current Balance: $20.00

for auto pay it shows:

You are currently registered for dynamic Autopay
Payment Due Date (One-Time Payment): Jan 18, 2019
AutoPay Amount: This is your plan cost minus Rewards. Any Available funds will be applied first.

Something must have gone wrong with the transition... not sure what to do but need to get the phone working ASAP. Wife has identical issue in every way.

Re: Service stopped working

ds3 — Thu, 20 Dec 2018 13:45:42 GMT

My plan was listed as active and now has changed staus to Plan Expired.

I have funds in my account, and I am set up on autopay.

I do not have service on my phone.

Are you suggesting that I just wait?

Re: Service stopped working

Carld123 — Thu, 20 Dec 2018 13:51:16 GMT

@ds3

@stonechucker posted this in another thread..give it a try

Re: Service stopped working

ds3 — Thu, 20 Dec 2018 14:01:27 GMT

How do I set my account to lost?

Thanks

Re: Service stopped working

Carld123 — Thu, 20 Dec 2018 14:07:36 GMT

@ds3

On your account info page click on my plan and addons..you will see it there

Re: Service stopped working

Zender — Thu, 20 Dec 2018 14:33:43 GMT

I have the following message showing on my account to 'Reactivate' even though I have autopay:

"Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service. "

Do I click the reactivate button? Just not sure what to do as I don't want to mess up the ongoing process... just need service back.

Even my 'Refer a Friend' reward is showing reduced to only 1 even though I got a credit for $3 (3 people which it should be). Is there some way to contact anyone that has access to fix accounts and just sort this out???

Re: Service stopped working

Carld123 — Thu, 20 Dec 2018 14:36:09 GMT

@Zender

Try the lost/ stolen trick...report it lost for 5-10 minutes then click found...

Re: Service stopped working

Zender — Thu, 20 Dec 2018 14:38:40 GMT

Can't even access web site currently, I think it's all down 😞

They must be having all sort of issues.

Re: Service stopped working

Carld123 — Thu, 20 Dec 2018 14:42:01 GMT

@Zender

Just tried the self serve...slow to load but it did...

Re: Service stopped working

stonechucker — Thu, 20 Dec 2018 14:57:19 GMT

@Zender, until that warning message disappears, do nothing. You're in the middle of the process which takes about 8 hours to complete.

Re: Service stopped working

Zender — Thu, 20 Dec 2018 15:02:47 GMT

@stonechucker that is what I figured but it seems like a lot of things are messed up.

It has been about 8 hours since I noticed the problem and the state of the account has changed a bit...

it's a really bad process if this is their expected user experience.

Re: Service stopped working

Zender — Thu, 20 Dec 2018 16:41:41 GMT

Both my phone and my wife's phone are now active and working again.

We did nothing so someone on the Public Mobile end must have fix something. The billing transactions seems to have been updated as well.

Re: Service stopped working

stonechucker — Thu, 20 Dec 2018 16:49:04 GMT

@Zender, it really is a frightening situation seeing that message, and the fact that the service is halted (somewhat briefly) at all is a pain.

It's a lot of batch processing (I assume), and you can't complete the next section of the process until the current one is completed fully.

I have processed data in batches on daily and weekly, and even hourly intervals in my past IT work. The system works, but it's slow 😞

Re: Service stopped working

Anonymous — Thu, 20 Dec 2018 16:54:56 GMT

@Zender wrote:
Both my phone and my wife's phone are now active and working again.
We did nothing so someone on the Public Mobile end must have fix something. The billing transactions seems to have been updated as well.

Yes there does appear to be a delay in the overnight processing. And as noticed, the goofy, misleading transactions have cleared up. Those are the transitional transactions that usually go on overnight.

Glad it's working now.

Re: Service stopped working

Zender — Thu, 20 Dec 2018 17:09:53 GMT

Problem is it inactivated our accounts so our refer a friends are getting messed up. I got a text message from PM stating one of my referred accounts was inactive so my reward would be less. They were not inactive by choice so it shouldn't be affected. Hoping they will fix it up asap.