topic Re: Plan expired and no service in Get Support

Plan expired and no service

Kcountry — Wed, 05 Jan 2022 15:17:41 GMT

My husbands account got a message saying its suspended, if it's on auto pay it says to disregard message. Problem is, he has no phone service either. We've never had an issue. He needs his phone. Help.

Re: Plan expired and no service

BearFBI — Wed, 08 Apr 2020 15:35:52 GMT

@Kcountry I would submit a ticket to the moderators. Click on the ? at the bottom of the page and say that you want to speak to a human and that it is an account related question. Submit your ticket and explain what is going on. The mods will help you. You could always try paying with a voucher just for the month. It could be a glitch. Have you tried adding funds to your account from your credit card? Is the card expired ?

Re: Plan expired and no service

gblackma — Wed, 08 Apr 2020 15:36:03 GMT

@Kcountry If you log into his self service account is there a reactivate account button? If there is, the autopay failed. You may reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and amount due.
3. Select the reactivate account button.
4. Restart your phone.
or can also use 611 to make your payment( once you know your 4 digit pin):
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Let us know if it works. Thanks

if there isn't one, try these tricks to restart your phone service. You could try in order:
1. Restarting your phone. Turn your phone off, wait 30 seconds and restart.
2.Putting your phone on aeroplane mode for 5 minutes. Take it off and restart.
3.From your self service account enable the lost/ stolen feature log out, wait 5 minutes, log in and take it off. Log out and restart your phone.
4. Add a one time payment and of $2 To your account and restart your phone .

If these tricks don't work contact a moderator and ask them to reset your SIM. Click on the green questionmark in the white circle at the bottom right of your screen. This connects to the autobot Simon. Type moderator and follow the prompts to get to one (CLICK on account specific question and human and submit a ticket)
Once connected, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.

Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there.
You can also enable email notification to receive a private message notification sent to your email.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Stay safe.

Re: Plan expired and no service

Kcountry — Wed, 08 Apr 2020 15:42:44 GMT

I will try when my husband gets home at 5pm. Otherwise I can't do anything for now.

Re: Plan expired and no service

Triguy — Wed, 08 Apr 2020 15:45:12 GMT

If you need to make a payment right away then you can purchase a voucher and call 611 to make a payment. Also you can use recharge.com or ding.com but there is a service charge.

Re: Plan expired and no service

Staliger — Wed, 08 Apr 2020 16:18:05 GMT

@Kcountry I also would like to mention that Autopay can sometimes fail. So it is better to do manual payment even with enabled Autopay. Just to prevent suspension issues.

Re: Plan expired and no service

smiley3 — Wed, 08 Apr 2020 17:08:06 GMT

That seems like a weird message. I usually get a message saying that my payment is coming due in a few days and to ignore the message if on AutoPay. I've never seen anything saying the account is actually suspended and to ignore if on AutoPay.

Was the payment due today? Did he try signing into his account? Does it say it's now suspended and needs to be reactivated?

Re: Plan expired and no service

will13am — Wed, 08 Apr 2020 17:12:21 GMT

@Kcountry , is it possible the payment card registered to the account expired?

Re: Plan expired and no service

Kcountry — Wed, 08 Apr 2020 17:29:49 GMT

Card is not expired. First thing I checked.

Re: Plan expired and no service

BearFBI — Wed, 08 Apr 2020 17:31:22 GMT

@Kcountry Try making a manual payment.

Re: Plan expired and no service

JoyLuck — Wed, 08 Apr 2020 17:39:21 GMT

Add the 500 minutes for $5 add on so you can at least make the call. You can then contact the moderators later to see what is happening with your account and maybe ask them to credit that $5 to your account. I am not sure what the wait times are, but I have read that if your are on hold for a certain length of time your call might get disconnected.

Sorry wrong thread.

Re: Plan expired and no service

Kcountry — Wed, 08 Apr 2020 17:45:26 GMT

I tried making a manual payment, it won't work. I tried with 2 different cards. Nothing. He tried turning his phone on and off, nothing. I can't get a voucher because everything is closed.

Re: Plan expired and no service

gblackma — Wed, 08 Apr 2020 17:48:16 GMT

@Kcountry what's the message that you see when in the account? Is there a reactivate account button? Is there a balance due or Does it say 0 balance due. Thanks.

Re: Plan expired and no service

JoyLuck — Wed, 08 Apr 2020 17:50:15 GMT

I tried making a manual payment, it won't work. I tried with 2 different cards. Nothing. He tried turning his phone on and off, nothing. I can't get a voucher because everything is closed.

You can try recharge.com to purchase a voucher.

Retail stores that might be open to purchase a voucher:

Re: Plan expired and no service

Kcountry — Wed, 08 Apr 2020 17:52:16 GMT

This is the message, and it has a reactivate button

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.

Re: Plan expired and no service

Kcountry — Wed, 08 Apr 2020 17:54:21 GMT

I live in the county, I'm not driving everywhere looking for a voucher. I want to know why this happened. Never had an issue before.

Re: Plan expired and no service

geopublic — Wed, 08 Apr 2020 17:54:54 GMT

@Kcountry When you husband dials *611 what is the balance that is reported?

Re: Plan expired and no service

gblackma — Wed, 08 Apr 2020 17:55:08 GMT

@Kcountry Try using my reply here. See link https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/Plan-expired-and-no-service/m-p/525418/highlight/true#M68849

Re: Plan expired and no service

smiley3 — Wed, 08 Apr 2020 17:55:48 GMT

Did you already submit in a ticket to the moderators? It looks like you might have to wait for them to get in touch with you if nothing is working to reactivate the account.

Re: Plan expired and no service

Kcountry — Wed, 08 Apr 2020 18:08:49 GMT

I've bought the voucher, applied it and it's still not working. How do I get a hold of someone.