topic Re: Account Status: Plan Expired ??? in Get Support

Account Status: Plan Expired ???

sonician — Wed, 05 Jan 2022 12:12:23 GMT

I awoke this morning to no cell service, and I'm not sure why. My credit card shows the payment by Public Mobile, and it shows that the "balance" is the amount needed to complete payment in my account:

Your plan expired on Apr 15, 2019.
Top up before Jul 14, 2019 or your account will be deactivated.
Current Balance: $120.00
Amount Due: $0.00

There's a button to "Reactivate Current Plan" but when I click that it says:
"Please disregard this message if you have enough funds in your balance or are on AutoPay."

Current Plan Cycle: $120.00
Available funds:$120.00
Amount Due:$0.00

But there's also an error that says:

"Your service is currently suspended due to insufficient funds."

It shows: Available Funds: $120.00

Can a mod please assist?

Re: Account Status: Plan Expired ???

LoreckAvery — Mon, 15 Apr 2019 12:16:47 GMT

Have you private messaged a mod? That’s the quickest way I received help!

Re: Account Status: Plan Expired ???

LoreckAvery — Mon, 15 Apr 2019 12:18:43 GMT

Here’s a link (sorry meant to post it above!)

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Account Status: Plan Expired ???

Triguy — Mon, 15 Apr 2019 12:47:49 GMT

Send a private message through the following link :
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Please include in the private message your phone number, account number and PIN code.

Re: Account Status: Plan Expired ???

sonician — Mon, 15 Apr 2019 12:21:38 GMT

I have reached out the the mods after seeing others with the same issue.

Thanks!

Re: Account Status: Plan Expired ???

emad — Mon, 15 Apr 2019 12:29:44 GMT

If your service is working, you can disregard the message

Re: Account Status: Plan Expired ???

sonician — Mon, 15 Apr 2019 12:41:28 GMT

@emad But it's not working. 🙂

Re: Account Status: Plan Expired ???

emad — Mon, 15 Apr 2019 12:43:48 GMT

There is not a lot of options, you should contact the moderator team.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Account Status: Plan Expired ???

sonician — Mon, 15 Apr 2019 14:11:59 GMT

Could someone from the @CS_Agent please assist? I am on call for work and I've been without phone service now for about 6 hours.

I have already sent a PM as well.

Re: Account Status: Plan Expired ???

stonechucker — Mon, 15 Apr 2019 14:48:45 GMT

@sonician, sign out of the My Account area, clear your browser cache and history, and try these two tricks to get your account working.

1. Add a small $1 top up manually in My Account, sometimes this will trick the system to activate.

2. Inside My Account, --> My Plan, Lost/Stolen tab, click the button to mark your service as lost, wait 5 minutes, reactivate.

Re: Account Status: Plan Expired ???

sonician — Mon, 15 Apr 2019 15:12:57 GMT

I tried #2 and it no longer shows my account as inactive, but I am *still* unable to make/receive phone calls or SMS. I have also rebooted the phone.

@CS_Agent?

Note: Mobile data *is* working. Phone/SMS is not

Re: Account Status: Plan Expired ???

geopublic — Mon, 15 Apr 2019 15:24:41 GMT

@sonician wrote:
I tried #2 and it no longer shows my account as inactive, but I am *still* unable to make/receive phone calls or SMS. I have also rebooted the phone.

@CS_Agent?

@sonician: This is a known problem that was a result of the recent April 7 maitenance that affected certain clients and the only way to get your plan re-activated is to wait for the moderators to fix it for you.. You need to be patient and wait because the more you try to fix it on your own the worst it will get.

Re: Account Status: Plan Expired ???

stonechucker — Mon, 15 Apr 2019 15:18:42 GMT

What status does it show now @sonician?

Re: Account Status: Plan Expired ???

sonician — Mon, 15 Apr 2019 15:23:36 GMT

@stonechucker

Account Status: Active

Data is working, calling my cell just goes to VM immediately.

Calling out from the cell to another number returns an automated message

"Sorry we cannot complete your call.... etc"

Re: Account Status: Plan Expired ???

stonechucker — Mon, 15 Apr 2019 15:29:53 GMT

Try marking it as lost again, and then reactivate.

If this doesn't work, I hope the moderators chime in soon for you.

Re: Account Status: Plan Expired ???

sonician — Mon, 15 Apr 2019 16:13:10 GMT

@stonechucker No change. Data works, no sms or phone.

Interestingly, I did get the "Congrats! Rewards have been applied to your account" SMS from Public Mobile, but no others are working.

Re: Account Status: Plan Expired ???

stonechucker — Mon, 15 Apr 2019 16:30:03 GMT

@sonician, I have no more suggestions - you'll need to wait for the moderator_team to respond now.

Re: Account Status: Plan Expired ???

Luddite — Wed, 24 Apr 2019 17:53:28 GMT

@Triguy wrote:
Send a private message through the following link :
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
Please include in the private message your phone number, account number and PIN code.

@Triguy "Please include in the private message your phone number, account number and PIN code." is no longer being suggested to reduce risk of exposing private information. Just send a message describing the problem.

Re: Account Status: Plan Expired ???

dabr — Wed, 24 Apr 2019 18:33:31 GMT

@Luddite wrote:
@Triguy wrote:
Send a private message through the following link :
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
Please include in the private message your phone number, account number and PIN code.
@Triguy "Please include in the private message your phone number, account number and PIN code." is no longer being suggested to reduce risk of exposing private information. Just send a message describing the problem.

Okay, just like Triguy, I wasn't aware not to suggest phone, account and PIN # when private messaging moderators. Makes sense though, thanks @Luddite for the info.