topic Re: GLITCH in Get Support

GLITCH

Martin — Tue, 04 Jan 2022 17:38:17 GMT

To PM Team Members:

My next plan payment date is May 3; however, the service status in my online account says expired. Though it says expired, I am able to use my phone to call *611 and a long-distance number. *611 does not state that my service has expired, been suspended, etc.

I have $60 in my account; yet it is untouched.
Last month, I also had $60, but my service was expired at 12:42 am when I posted.

In this case, I will post about 12:15 am regarding the status of my account.

It is now about 12:15 am. According to *611, my service has been temporarily suspended. After hearing that announcement, I made 2 error-free long-distance calls to the USA.

Re: GLITCH

makkahn28 — Sun, 03 May 2015 04:08:59 GMT

@Martin, I know exactly what your stating.
On my last 2 previous bill cycles, similar messages I saw in Self serve. It will update I think sometime tomorrow morning. As long as handset functions, plan is definitely renewed. All the same, I think Public Mobile needs to fully correct the system to avoid ppl getting confused on this

Re: GLITCH

Martin — Sun, 03 May 2015 09:28:30 GMT

It is now 12:25 am, May 3. I just finished visiting my online account. The $60 is still there, untouched. It now says that my plan has expired. So does *611. That notwithstanding, I am still able to make long-distance calls.

It is now 5:28 am, May 3. According to my online account, my service is still suspended, and my plan expired. I didn't attempt to make any calls as my SIM-based phone is still recharging.

Re: GLITCH

Martin — Sun, 03 May 2015 17:31:37 GMT

At approximately 1:15 pm, May 3, I called *611 and was informed of my new payment date, thus meaning that my service was no longer suspended.

I have no idea how long my service was suspended.

My major concern is this: During the time that my service was suspended but I was still able to make outgoing calls, would I have been able to receive incoming calls? If not, then the system requires improvement because my service should never have been suspended, as I had sufficient funds in my account.

Re: GLITCH

makkahn28 — Sun, 03 May 2015 17:44:18 GMT

@Martin, You use vouch, or Card-Based Auto-pay method? If Card-based, hard to determine, since unlike Debit, charges do not appear instantaneous on CC online, But Should show on PM's system, guessing between midnight and 12:10am, since if there is insufficient funds, all use of services ceases stop almost immediate

Re: GLITCH

Martin — Sun, 03 May 2015 17:55:02 GMT

makkahn28,

I had a credit of $60 due to my being double-billed last month. To ensure that the problem did not occur again, I disabled auto-pay.

Re: GLITCH

makkahn28 — Sun, 03 May 2015 18:56:01 GMT

Oh? OK that's understandable. I haven't had that issue, so far, and I also have a Huge Surplus Credit Bal, Not owing, But Credit when I did the Transition from May 9 2014 one year ago. Plenty of $$$ In the system. Haven't used it, using Auto-pay, because, If PM were, per say, to bring back the Best stuff, with a Wallet to Boot, I have $$$ that's sitting there for that and I would NOT have to use additional $$$ from my CC to pay additional. I have a couple Hundred $$$ in the system. I feel so Gleeful

Re: GLITCH

Martin — Mon, 04 May 2015 00:30:13 GMT

At 1:13 pm today, May 3, I received an SMS, thanking me for making payment. According to message details, it was sent at 12:03 pm.

As noted above, at about 1:15 pm, I called *611 and was informed of my new payment date. At the time of the call, I was unaware of the SMS.

Does that mean that, for close to 12 hours, my account was in suspended status? If so, what message did my callers receive?

Re: GLITCH

Mansi_G — Mon, 04 May 2015 14:56:55 GMT

Hi @Martin - Thanks for providing the details of the issue. It has been escalated and currently under investigation. From what I identified, there should be no impact to incoming and outgoing calls due to this.