topic Re: service suspended even no payment issue in Get Support

Re: Community moderater

dwireless — Wed, 05 Jan 2022 11:48:02 GMT

, i have a customer , who applied payment voucher , its applied, shows active plan, but computer says you dont have active addon, no phone service or internet service working, please chech , i tried to change the new sim card, bu still same issue, please give us solution, thanks

edited by computergeek541: as a voucher retialer, you should not be posting a customer's phone number in a publicly viewable message forum

Re: Community moderater

Lieux — Wed, 06 Mar 2019 21:27:17 GMT

Hello @dwireless

You are in an old thread here...you can post your question here...

https://productioncommunity.publicmobile.ca/t5/forums/postpage/board-id/getting_started

It's a public forum so we are customers like you...no personal information..you can hide your phone number click on the 3 dots in your message and change..

Re: Community moderater

Anonymous — Wed, 06 Mar 2019 21:30:48 GMT

@dwireless wrote:
xxxxxxxxxx, i have a customer , who applied payment voucher , its applied, shows active plan, but computer says you dont have active addon, no phone service or internet service working, please chech , i tried to change the new sim card, bu still same issue, please give us solution, thanks

@dwireless

If it's the $10 plan then maybe they've hit the limits.

Buying add-ons is 2 steps. Put money in to the account and then buy the add-on. Maybe only the first part was done.

Re: Community moderater

Lieux — Wed, 06 Mar 2019 21:30:14 GMT

@dwireless

For your problem you can try to put your phone on LOST/StOLEN...in your self serve account click on the tab PLAN/ADD-ONS and PHONE LOST/STOLEN. Then close your phone. Wait few minutes and open it again. Click on find your phone and see if something has changed...let us know...

service suspended even no payment issue

dwireless — Wed, 06 Mar 2019 22:52:17 GMT

Re: service suspended even no payment issue

Dankaroo — Wed, 06 Mar 2019 22:57:04 GMT

Got a quick checklist.

- did you setup and enable auto-pay?

- did you put money into your account 2 business days prior to renewal/billing cycle?

- did you login to self serve and check your balance & status?

Re: service suspended even no payment issue

dwireless — Wed, 06 Mar 2019 22:58:27 GMT

yes i already tried all 3 mentioned methods , but no active service, payment already applied, even balance shows extra

Re: service suspended even no payment issue

Dunkman — Wed, 06 Mar 2019 23:01:20 GMT

@dwireless

Maybe try the lost/stolen phone trick.

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-funds-but-will-not-renew-or-re/m-p/284552#M20518

This trick re-sets your sim/account. Works for many account issues.

Re: service suspended even no payment issue

Lieux — Wed, 06 Mar 2019 23:01:22 GMT

Do you have the 10$ plan? @dwireless

Re: service suspended even no payment issue

Dankaroo — Wed, 06 Mar 2019 23:02:26 GMT

@dwireless wrote:
yes i already tried all 3 mentioned methods , but no active service, payment already applied, even balance shows extra

Please message @CS_Agent to have your service reinstated. Don't forget to mention you provided payment.

To message them click/press their name, scroll down to Contact Me section and click/press Send Private Message.

Re: service suspended even no payment issue

Anonymous — Wed, 06 Mar 2019 23:45:31 GMT

@dwireless wrote:
yes i already tried all 3 mentioned methods , but no active service, payment already applied, even balance shows extra

You had said in your earlier posts that the service said active.

So indeed as wondered...if you see the amount in the balance then the add-on that you previously mentioned was not purchased. It's 2 steps. Add money. Buy add-on.