topic Re: Plan not re-Activating in Get Support

Plan not re-Activating

hannah786 — Wed, 05 Jan 2022 11:53:58 GMT

Hi there, i forgot to pay my bill for the month so my plan was suspended yesterday. But I paid it as soon as I found out yesterday afternoon and it still hasn’t re-activated. How long does this take? I have the right amount of available funds in there, I’m not sure what else to do. I need a working phone for work tomorrow so am a bit worried. Thanks!

Re: Plan not re-Activating

Alex888 — Sun, 17 Mar 2019 12:39:20 GMT

@hannah786Did you try clicking the link at the top of your account to reactivate your plan? If there are funds in the account it shouldn't take more than a few hours.

Try restarting your phone.

If you tried and it still hasn't reactivated you will need to contact a moderator, you can send them a private message here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Plan not re-Activating

Lieux — Sun, 17 Mar 2019 12:59:41 GMT

@hannah786 a écrit :
Hi there, i forgot to pay my bill for the month so my plan was suspended yesterday. But I paid it as soon as I found out yesterday afternoon and it still hasn’t re-activated. How long does this take? I have the right amount of available funds in there, I’m not sure what else to do. I need a working phone for work tomorrow so am a bit worried. Thanks!

If after you tired..no TRIED ( thanks @Alex888 ) what @Alex888 said it doesn't work you can try the lost/stolen trick. Go in your self serve account and click on the tab plan/add-ons and on lost/stolen phone. Close your phone and open it again and click on find your phone. See if something change and let us know.

Re: Plan not re-Activating

Alex888 — Sun, 17 Mar 2019 12:58:37 GMT

@Lieux I think you mean "tried", though they're probably tired of it by now too.

Re: Plan not re-Activating

hannah786 — Sun, 17 Mar 2019 13:21:01 GMT

Thanks @Alex888and @Lieux.

@Lieux when I go to the "Lost/Stolen Phones" tab there's a button that says "Suspend Service". Is that the one I should click?

Re: Plan not re-Activating

Lieux — Sun, 17 Mar 2019 13:30:12 GMT

@hannah786 a écrit :
Thanks @Alex888and @Lieux.

@Lieux when I go to the "Lost/Stolen Phones" tab there's a button that says "Suspend Service". Is that the one I should click?

Yes.

Re: Plan not re-Activating

CellGirl — Sun, 17 Mar 2019 13:25:10 GMT

@Alex888 wrote:
@LieuxI think you mean "tried", though they're probably tired of it by now too.

@Lieux 😂🤣

Re: Plan not re-Activating

hannah786 — Sun, 17 Mar 2019 13:31:57 GMT

thanks @Lieux. i didn't see anything that said "find my phone" but i suspended the service then resumed it and nothing changed.

Re: Plan not re-Activating

Lieux — Sun, 17 Mar 2019 13:33:35 GMT

@hannah786 a écrit :
thanks @Lieux. i didn't see anything that said "find my phone" but i suspended the service then resumed it and nothing changed.

Have you closed your phone after suspended it?

Re: Plan not re-Activating

hannah786 — Sun, 17 Mar 2019 13:34:01 GMT

What does "closed my phone" mean? Turned it off?

Re: Plan not re-Activating

Lieux — Sun, 17 Mar 2019 13:34:53 GMT

@hannah786 a écrit :
What does "closed my phone" mean? Turned it off?

Yes...sorry for my english..

Re: Plan not re-Activating

hannah786 — Sun, 17 Mar 2019 13:36:17 GMT

Lol, so i am trying again. i hit suspend service then turned off my phone. now i'll click resume service and see what happens with my phone still off. right?

Re: Plan not re-Activating

Lieux — Sun, 17 Mar 2019 13:39:10 GMT

@hannah786 a écrit :
Lol, so i am trying again. i hit suspend service then turned off my phone. now i'll click resume service and see what happens with my phone still off. right?

Suspend service and turned off your phone. OPEN it again and click on resume service.. find my phone...we'll get there..

Re: Plan not re-Activating

hannah786 — Sun, 17 Mar 2019 13:41:46 GMT

ok, that's what i did. didn't work. when i try to call my husband (not long distance) to test if it's working, the msg i get is that "my account is not set up to do long-distance calls and i have to add an add-on to my plan". i read something that if i have a US calls add-on it might cause problems when i try to reactivate my plan. not sure. how long does it take for the moderators to reply?

thanks so much for your help @Lieux @Alex888

Re: Plan not re-Activating

Alex888 — Sun, 17 Mar 2019 13:44:47 GMT

@hannah786 Try dialing a 1 before the number. Moderators can take a few hours to a couple days, and I think they are pretty busy right now.

Re: Plan not re-Activating

hannah786 — Sun, 17 Mar 2019 13:46:12 GMT

thanks @Alex888. i tried what you said and got the same message, that i don't have an active LD add-on and the call isn't covered by my plan.

Re: Plan not re-Activating

Lieux — Sun, 17 Mar 2019 13:47:10 GMT

@hannah786 a écrit :
thanks @Alex888. i tried what you said and got the same message, that i don't have an active LD add-on and the call isn't covered by my plan.

And if you stay on the line the call don't go through?

Re: Plan not re-Activating

Dunkman — Sun, 17 Mar 2019 13:47:36 GMT

@hannah786

As you wait for moderator response, you could also the manually loading $1 into your account. Another trick to reset or restart your account.

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

Re: Plan not re-Activating

hannah786 — Sun, 17 Mar 2019 13:54:37 GMT

@Alex888 no, the call cuts off after telling me where to get an add-on.

Re: Plan not re-Activating

Alex888 — Sun, 17 Mar 2019 13:55:47 GMT

@hannah786 I think you're just going to have to wait for a moderator.