topic Re: Service Cut off in Get Support

Service Cut off

jokunt — Wed, 05 Jan 2022 17:21:53 GMT

Why when I am on autopay with sufficient funds to cover the payments.

So if tomorrow morning I have no service I will consider that you no longer wish to provide me with service and consider the account closed

Re: Service Cut off

tabi159w — Fri, 03 Jul 2020 05:46:51 GMT

I don't quite understand what you're saying. Are you saying that you didn't have service even though you have Autopay enabled and have sufficient funds?

Re: Service Cut off

gpixel — Fri, 03 Jul 2020 05:57:11 GMT

@jokunt is your service actually cut off or is it just a warning? if it says "expired" just ignore the message if you still have service. this is part of the renewal process. it changes from expired to suspended and then back to active.

Re: Service Cut off

computergeek541 — Fri, 03 Jul 2020 05:49:28 GMT

@gpixel wrote:
@jokunt is your service actually cut off or is it just a warning? if you live on the west coast and it says "expired" just ignore the message. this is part of the renewal process. it changes from expired to suspended and then back to active.

It's actually says expired in that manner no matter where you are in the country before renewal.

Re: Service Cut off

computergeek541 — Fri, 03 Jul 2020 05:51:51 GMT

@jokunt wrote:
Why when I am on autopay with sufficient funds to cover the payments.
So if tomorrow morning I have no service I will consider that you no longer wish to provide me with service and consider the account closed

If autopay fails, it's not a matter of Public Mobile not wishing to provide you with service but that they didn't get paid. Saying that, you should be fine. Service does not get cut until after Public Mobile tries to claim the plan fees from your Public Mobiel account balance. Further, the message that you're looking at actually states to diregard the message if you have autopay activated.

Re: Service Cut off

gpixel — Fri, 03 Jul 2020 05:52:34 GMT

@computergeek541 what time do you usually get that message? doesnt it show just as your plan is about to renew? or does it show 2-3 hours before?

Re: Service Cut off

computergeek541 — Fri, 03 Jul 2020 05:54:32 GMT

@gpixel wrote:
@computergeek541 what time do you usually get that message? doesnt it show just as your plan is about to renew? or does it show 2-3 hours before?

In the eastern part of the country, I believe that I've seen the message as early as around 11pm and as late as somewhere around 7am. The expired and suspeneded messages can show for several hours.

Re: Service Cut off

Anonymous — Fri, 03 Jul 2020 06:44:45 GMT

I've seen Plan Expired various times of the evening but I've only seen it flip to suspended right at midnight ET. Out in BC obviously 9pm.

Re: Service Cut off

gblackma — Fri, 03 Jul 2020 10:34:17 GMT

@jokunt The normal PM renewal process is expired, then suspended, payment comes out at 2am est (on the self service account date) then the plan resets for the next 30 day cycle at 6am est. Once your phone is working properly ignore the mesage, leave your account alone. Just check for you 611 payment thankyou text message around 12.03pm est. tomorrow.
Renewal process screenshots https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/If-I-have-a-credit-35-00-does-that-mean-I-can-disregard-a-text/m-p/519184/highlight/true#M44535

Please note - Now, hate to tell you this, but if your autopay fails this cycle, and you decide to leave PM. You either have to reactvate and port your number out, or leave it as it and remove your autopay credit card. If you just consider it closed and leave it as is. You will be charged next cycle. Stay safe

Re: Service Cut off

kb_mv — Fri, 03 Jul 2020 13:55:40 GMT

They should just disable account access during the renewal process lol (tongue in cheek here). There is no end to the recurring threads on here about the message seen on the account page during this time. Even if the service is still working people are worried. Again, I implore PM to please put a sticky on the community/help page explaining what to expect or what you will see during the account renewal process and how to know if there really is a problem / auto pay has failed.

Edited to add: Perhaps including the process in the welcome to PM email would help.

Re: Service Cut off

computergeek541 — Fri, 03 Jul 2020 16:45:18 GMT

@kb_mv

These messages have long been a problem. Rather than disable customer access to account near renewal time, the account should only say suspended if it really is.

Re: Service Cut off

Chinook7 — Fri, 03 Jul 2020 18:39:15 GMT

Hi: I am also wondering why my account was suspended when I'm on Autopay with sufficient funds to cover payment.

Re: Service Cut off

gpixel — Fri, 03 Jul 2020 18:48:32 GMT

@Chinook7 I think there are system issues causing this problem. try making a manual payment choose "other, enter desired amount" and then clicking the reactivate button when you have "available funds"

Re: Service Cut off

Chinook7 — Fri, 03 Jul 2020 18:49:27 GMT

I logged in to make sure my credit card information was correct and it looked fine. I tried editing the card information, just to be sure, but got this message:

"Unable to Process Transaction
Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged."

There is no issue with my credit card. I checked it with my provider.

Re: Service Cut off

gpixel — Fri, 03 Jul 2020 18:52:19 GMT

@Chinook7 try removing the card and then re-registering

did you try making a payment before you edited your card?

Re: Service Cut off

Chinook7 — Fri, 03 Jul 2020 18:57:12 GMT

No, I didn't try making the payment before I edited the card. I've now tried removing the card and re-registering, signing up for autopay but get the same message:

Unable to Process Transaction
Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged.

How can it not be able to verify my card info? It's the same card I've been using since I signed up for this service.

Re: Service Cut off

Chinook7 — Fri, 03 Jul 2020 19:10:52 GMT

Could a moderator assist with this issue, please? I use this phone to work remotely.

Re: Service Cut off

Unitedcpburton — Fri, 03 Jul 2020 19:19:10 GMT

Could a moderator help me

Re: Service Cut off

Chinook7 — Sat, 04 Jul 2020 15:01:32 GMT

Hello: how do I get assistance from a moderator, please? I have been without service for two days now through no fault of my own.

Re: Service Cut off

RossN — Sat, 04 Jul 2020 15:04:18 GMT

@Chinook7 contact a moderator click on the ? Bottom right hand corner Ask Simon to speak to a human this will help create a ticket to speak to a moderator check the envelope top right corner for a reply response time is 2 to 48 hours