topic Re: No service after autopay in Get Support

No service after autopay

Jeffreypiercey — Wed, 05 Jan 2022 16:16:35 GMT

Hello,

My wife and I are both having troubles. We cannot text, call or use data today. Our autopay happened today (confirmed on my CC statement and self service) but now we don't have service. When I log in it says our accounts are active and we're up to date. This happened once before but it resolved quickly.

Please advise.

Re: No service after autopay

sharonsherman — Tue, 31 Mar 2020 12:47:53 GMT

same thing has happened to me. My Auto pay was for 11:59 pm on March 30th but my account was suspended early in the day March 30. I paid the balance due early in the morning today, March 31st, but I still have no service.

I do recall this happening before and my service was restored later that day. I will wait until this afternoon to follow up if I still do not have service.

Re: No service after autopay

gblackma — Tue, 31 Mar 2020 14:15:39 GMT

@Jeffreypiercey , @sharonsherman 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 $1 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 onward 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

Re: No service after autopay

geopublic — Tue, 31 Mar 2020 12:55:21 GMT

@Jeffreypiercey wrote:
Hello,

My wife and I are both having troubles. We cannot text, call or use data today. Our autopay happened today (confirmed on my CC statement and self service) but now we don't have service. When I log in it says our accounts are active and we're up to date. This happened once before but it resolved quickly.

Please advise.

Try the following to get plan re-activated again. (Just keep going down the list)

Restart your phone
Lost/Stolen trick

wait a couple of minutes and then declare your phone found by using the same steps from above and restart your phone.
Add $1 to your account funds

If none of the above methods work submit a ticket to the Moderator Team for help.

Re: No service after autopay

will13am — Tue, 31 Mar 2020 14:02:05 GMT

@geopublic , it's probably best to seek moderator team assistance. Doing the lost phone toggle will affect rewards next month.

Re: No service after autopay

computergeek541 — Tue, 31 Mar 2020 14:07:17 GMT

@sharonsherman

Your service wasn't actually cut off early. The self srrve website shows inaccrate infotmation. Currentlu, the date shown there is the start day of the new billing cycle. The 11:59pm part the message shouldn't be there. However, I will say that with a valid card and autopay enabled, your service shouldn't have stopped working.

Re: No service after autopay

Gary553 — Tue, 31 Mar 2020 14:25:14 GMT

Exactly the same thing happened to me. My texts won't go out and when I try to phone, it says I don't have phone service in my package. My account also shows everything is paid up.

Re: No service after autopay

sharonsherman — Tue, 31 Mar 2020 14:27:28 GMT

Yep - I paid it this morning and my account actually says $0 balance with my next autopay due in 3 months but my services are not restored.

Must be a virus. badum-bum.

Re: No service after autopay

gblackma — Tue, 31 Mar 2020 14:28:12 GMT

@Gary553 try the same tricks that I mentioned above, and contact the moderators if they don't work. Thanks.

Re: No service after autopay

gblackma — Tue, 31 Mar 2020 14:29:28 GMT

@sharonsherman , did the tricks work for you? Or did you have to contact the moderators? Thanks.

Re: No service after autopay

sharonsherman — Tue, 31 Mar 2020 14:30:16 GMT

I've tried every trick expect for the adding $1 and nothing works. I suspect that wouldn't work either and I would be out another $1 😉

Re: No service after autopay

sharonsherman — Tue, 31 Mar 2020 14:31:14 GMT

I had to create a ticket. Currently, I hope, a mod is looking into my issue.

Re: No service after autopay

Gary553 — Tue, 31 Mar 2020 14:44:18 GMT

Didn't do the lost phone or add a dollar. Still get message from Public Mobile that talk is not included in my package although it is and shows I have hundreds of minutes available. I will try to get a moderator, but even that is not working well

Re: No service after autopay

gblackma — Tue, 31 Mar 2020 14:48:10 GMT

@Gary553 the lost/ stolen trick doesn't affect rewards this issue was cleared up by fellow PMer @darlicious and confirmed by PM. If you are having problems using Simon, please contact the moderators directly through private message here https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: No service after autopay

Anonymous — Tue, 31 Mar 2020 14:50:07 GMT

@Gary553 , @sharonsherman

These are known workable workaround suggestions to not have to wait for the moderators. Give them a try. Unless you're tight on money...it's only a dollar. And it'll just stay there for your next renewal or to buy add-ons.

Re: No service after autopay

sharonsherman — Tue, 31 Mar 2020 14:54:36 GMT

Yea, I wasn't really all that serious about the $1 thing. What I meant was none of the other tricks worked so I really don't expect that one to work either. I do appreciate the help though Gary. Thanks!!

Re: No service after autopay

Anonymous — Tue, 31 Mar 2020 14:56:35 GMT

@sharonsherman wrote:
Yea, I wasn't really all that serious about the $1 thing. What I meant was none of the other tricks worked so I really don't expect that one to work either. I do appreciate the help though Gary. Thanks!!

Suit yourself. Enjoy waiting for the mods in this short-staffed time.

What if...??

Re: No service after autopay

Gary553 — Tue, 31 Mar 2020 15:22:08 GMT

I did the dollar top up thing and it didn't help. Contacted a moderator who replied fairly quickly. He reset my account and the phone began working, and after a few minutes, the texts began to work as well. Thank you to Carlos for his quick response to this issue.

Re: No service after autopay

Anonymous — Tue, 31 Mar 2020 15:24:05 GMT

@Gary553 wrote:
I did the dollar top up thing and it didn't help. Contacted a moderator who replied fairly quickly. He reset my account and the phone began working, and after a few minutes, the texts began to work as well. Thank you to Carlos for his quick response to this issue.

Great update. Thanks for letting us know the response time of them.

Re: No service after autopay

geopublic — Tue, 31 Mar 2020 16:23:54 GMT

@will13am wrote:
@geopublic , it's probably best to seek moderator team assistance. Doing the lost phone toggle will affect rewards next month.

@will13am My understanding is that the lost/stolen reset for a short period of time will not affect rewards anymore and that is why I started recommending it again. If you know otherwise please let us know.