topic Re: Payment/service issues related to auto-pay renewals in Get Support

Payment/service issues related to auto-pay renewals

Spudster — Thu, 06 Jan 2022 07:26:32 GMT

There are a number of customers with payment issues this morning relating to failed auto-pay renewals.

It would be nice if Public Mobile or the @CS_Agent might post an update to this thread to inform the many users experiencing this.

No need for anyone else to reply with recommendations (I'm not experiencing an impact) -- unless you have direct insight as to cause.

[EDIT: Oracles, please kindly do not relegate this to the Lounge - thank you]

Re: Payment/service issues related to auto-pay renewals

gdrinnan — Fri, 02 Apr 2021 16:18:41 GMT

Same thing happening to me!

It seems selfserve.publicmobile.ca is down, not sure what we can do about this.

Re: Payment/service issues related to auto-pay renewals

hairbag1 — Fri, 02 Apr 2021 16:21:09 GMT

@Spudster...

some seasoned PM users will manually pay their plan costs a few days ahead of renewal. Put $$ into Available Funds ahead of renewal and then the credit card / debit card doesn't get touched. This seems to make the renewal process happy. You'll also get the Autopay Reward.

Re: Payment/service issues related to auto-pay renewals

softech — Fri, 02 Apr 2021 16:25:41 GMT

@Spudster agree... i was to post something like that. A big enough issue like this, mod shouldn't be quiet like this.

Also , if PM sees their Autopay issue, they should SMS affects users directly , in this case, ask them to manually pay for this payment to avoid service interruption.

Re: Payment/service issues related to auto-pay renewals

Masterandy80 — Fri, 02 Apr 2021 16:23:55 GMT

Yep same thing here and cannot log in to do anything about it or see what's going on

Re: Payment/service issues related to auto-pay renewals

softech — Fri, 02 Apr 2021 16:24:19 GMT

@hairbag1 while this is a good and safe way to assure no loss of service, this defeats the purpose of autopay. Autopay should give us peace of mind..

Re: Payment/service issues related to auto-pay renewals

hairbag1 — Fri, 02 Apr 2021 16:30:48 GMT

@softech...

no argument here...but this is Public Mobile, sometimes weird things occur.

You would think Autopay would be bullet- proof eh.

edit...the "autopay glitch" has been around for 3 years that I'm aware of. Until autopay is fixed...manually prepaying assures the renewal process is successful.

Re: Payment/service issues related to auto-pay renewals

esjliv — Fri, 02 Apr 2021 20:06:05 GMT

@Spudster wrote:
There are a number of customers with payment issues this morning relating to failed auto-pay renewals.

It would be nice if Public Mobile or the @CS_Agent might post an update to this thread to inform the many users experiencing this.

No need for anyone else to reply with recommendations (I'm not experiencing an impact) -- unless you have direct insight as to cause.

@Spudster - agreed, this would be quite useful for PM to advise or make some kind of announcement.

I know we are not supposed to say "contact the moderators" if fixes can be made like, making a manually payment.

But I think any time an AUTOPAY fails customers really should be letting Public Mobile know each time it does. Autopay failures should be reported even if the user can get their services up and running on their own.

Keeping balances in our accounts so autopay does not fail is a bit ridiculous IMO.

I do not keep balances in my Electric, Internet, or TV Company's account; so, why should I for my cell phone account?

Re: Payment/service issues related to auto-pay renewals

Spudster — Fri, 02 Apr 2021 16:35:16 GMT

I'm glad this is prompting discussion - that's partially the purpose of posting.

FYI -- I'm not looking to assign a solution and would only likely grant one to a Moderator or PM staff, if they would be kind enough to weigh in on this thread for the benefit of customers experiencing this problem.

Re: Payment/service issues related to auto-pay renewals

danton — Fri, 02 Apr 2021 16:35:23 GMT

Auto pay stopped working today. Website is not loading etc. Cannot access my account...

Why the website is not working it is slowest website ever even in 90's websites were loading faster:(

Re: Payment/service issues related to auto-pay renewals

esjliv — Fri, 02 Apr 2021 16:37:28 GMT

@danton wrote:
Auto pay stopped working today. Website is not loading etc. Cannot access my account...
Why the website is not working it is slowest website ever even in 90's websites were loading faster:(

@danton make a manual payment through 611 if you have a registered credit card on the account to get your services up and running.

I would like Moderators know of the autopay failure.

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 - Faster Method - Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower Method - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Re: Payment/service issues related to auto-pay renewals

hairbag1 — Fri, 02 Apr 2021 16:37:50 GMT

@danton wrote:
Auto pay stopped working today. Website is not loading etc. Cannot access my account...
Why the website is not working it is slowest website ever even in 90's websites were loading faster:(

Try again in an hour.

Try dialing 611 to pay with your credit card.

Re: Payment/service issues related to auto-pay renewals

Masterandy80 — Fri, 02 Apr 2021 16:43:30 GMT

I went through 611 and paid but almost simultaneously, my account logged in finally - so try again, maybe the website 'blackout' at least has been fixed.

Re: Payment/service issues related to auto-pay renewals

PMOttawa — Fri, 02 Apr 2021 16:44:11 GMT

Same issue here. Autopay failed. but I am impacted as it looks like my data stopped working. and not able to send SMS... will try again later today, but unacceptable... I guess I should pay upfront my yearly bill.

Re: Payment/service issues related to auto-pay renewals

esjliv — Fri, 02 Apr 2021 16:45:53 GMT

@Masterandy80 wrote:
I went through 611 and paid but almost simultaneously, my account logged in finally - so try again, maybe the website 'blackout' at least has been fixed.

@Masterandy80 ,

Public Mobile Self Serve website is finicky for as long as I have been here.

Clear you browser's history, change to a different browser, try an incognito tab to log in, or just try again later.

These are all tricks to keep 'under your hat' when having issues with the site.

Re: Payment/service issues related to auto-pay renewals

hairbag1 — Fri, 02 Apr 2021 16:46:30 GMT

@PMOttawa...

you can dial 611 to pay with your on file credit card...you must have your PM pin. Alternative is get a payment voucher from retail outlet like 7-11 or London Drug, in the west.

Re: Payment/service issues related to auto-pay renewals

PMOttawa — Fri, 02 Apr 2021 16:50:29 GMT

I manage to pay online, using a computer. it took about 2 minutes to load up but seemed to have worked. my data plan is back on.

Re: Payment/service issues related to auto-pay renewals

NoseyNick — Fri, 02 Apr 2021 16:55:11 GMT

This word "AutoPay"... I don't think it means what PM thinks it means. 😜

Re: Payment/service issues related to auto-pay renewals

Brian_J — Fri, 02 Apr 2021 17:06:39 GMT

Anyone who has been with Telus, PM's Parent knows that Telus can make bullet-proof, fast websites. My auto pay didn't work today but my wife's did...

I think Telus is just trying to annoy PM customers to try to get them to go with Telus, but if I leave PM I will move to a competitor.

Re: Payment/service issues related to auto-pay renewals

hairbag1 — Fri, 02 Apr 2021 17:12:33 GMT

@Brian_J....

I've been with PM for 3 or 4 years now. Rarely does this current "Autopay crash" happen...but it can happen alright. I'm sure it'll be addressed in short order today.

If you have wifi, you can download the free TextNow app to make free local / long distance call and texts until PM is solid again.

Hang in there friend.