topic Re: Account suspended...why? in Get Support

Account suspended...why?

GregJ — Thu, 06 Jan 2022 07:46:08 GMT

Hello:

I am traveling in the US. My current plan is set up for autopay. 10 days ago I purchase a US roaming package. I attempted to renew tha package yesterday. I thought I had. Today my phone stopped working. I called 611 and attempted to add additional services, but I was informed that my account had been suspended. I now have $80 in credit on the account after unsuccessfully trying add the US roaming package again. My payment history shows that my account has been paid on a regular basis. The webpage prompts me to reactivate my account with an addititional payment, but I already have an $80 credit on my account and a $0 balance. What does it take to get my account reactivated?

Re: Account suspended...why?

Spudster — Wed, 26 May 2021 00:50:59 GMT

@GregJ

A troubling feature of the roaming add-ons is there may be a 24 hour delay between the expiration of one before one can purchase it again.

By tomorrow morning, you should be able to add another US roaming add-on.

Before trying again, clear your cache and cookies, and try using an incognito tab.

You should be good to go then!!!

Re: Account suspended...why?

Anonymous — Wed, 26 May 2021 00:51:36 GMT

@GregJ : I think there's a coincidental overlap with an account suspension. Please post a screenshot of your overview page and Payment history here (not payment card). Blank out personal info of course.

Where do you see $80 and where do you see $0?

Re: Account suspended...why?

GregJ — Wed, 26 May 2021 00:54:21 GMT

Wow, that is an unimpressive product. It's no big deal. I don't need my phone for 24 hours. I'm down here for work!

Re: Account suspended...why?

esjliv — Wed, 26 May 2021 01:36:07 GMT

@GregJ wrote:
Wow, that is an unimpressive product. It's no big deal. I don't need my phone for 24 hours. I'm down here for work!

@GregJ ,

If you are still having issues tomorrow obtaining another roaming addon contact the Moderators to have it added for you.

You could even submit the ticket this evening if you want to get the ball rolling.

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

1 - Faster - 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 - Use this link to:

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

Re: Account suspended...why?

darlicious — Wed, 26 May 2021 01:57:02 GMT

@GregJ

When you log into your account does it say suspended? Was your renewal last night? If so you may have had an autopay failure. If clicking on reactivate does not renew your plan then go to the plans or usage page. Click on lost/stolen. Suspend your service. Log out/in. Resume your service. Your account should now say active. Log out and reboot your phone.

The community has been trying to determine if you can add your next 10 day roaming add on just after midnight eastern or if you have to wait the full 24 hours after your previous one expires. If you happen to try just after midnight please report back if you were successful or not. Enquiring minds have been dying to figure this out for more than a year now.....

Re: Account suspended...why?

BlueB — Wed, 26 May 2021 02:38:54 GMT

@GregJ

This may be something you can suggest to Public Mobile for the future for everyone who may be in a similar situation.

In some ways, this makes sense, also considering the fact that Public Mobile is a budget no-frills provider. 🙂

Re: Account suspended...why?

AE_Collector — Wed, 26 May 2021 16:02:46 GMT

People have a hard time understanding that PM is not a struggling ”little guy” doing everything possible to give customers a great experience with hopes of showing the “big guys” how it’s done and ultimately becoming one of the Big Guys.

PM is a bargain basement provider owned by a Big Guy who makes sure that to some extent you have to work for the “bargain price” so that not too many of the companies bigger budget customers are enticed to same some $$ by switching down to PM. PM is very much a niche player who provides basic service in Canada, even more basic roaming within the USA, no roaming anywhere else, long distance calling from Canada to relatively few other countries, limited support, etc....

Many things that one would think could easily be “improved, added, or fixed” are the way they are on purpose....

AE_Collector

Re: Account suspended...why?

GregJ — Wed, 26 May 2021 15:39:17 GMT

Thanks, I am still waiting. I will give it until noon PST today and then contact the moderators. That is 24 hours after my roaming add on expired.

Re: Account suspended...why?

Anonymous — Wed, 26 May 2021 15:46:25 GMT

@GregJ : The first concern is the suspended account. Did you get that going?

Re: Account suspended...why?

hairbag1 — Wed, 26 May 2021 15:47:51 GMT

@GregJ...

yesterday someone asked if you can confirm if your regular plan (not the US add-on) is still Active. Have you been able to do that yet as an Active status would eliminate a known (but rarely happening) Autopay glitch.

Re: Account suspended...why?

GregJ — Wed, 26 May 2021 15:49:23 GMT

No. It is still suspended.

Re: Account suspended...why?

Anonymous — Wed, 26 May 2021 15:51:26 GMT

@GregJ : Pictures say a thousand words. Can you post screenshots of your overview page and Payment history here (not payment card). Blank out personal info of course.

Re: Account suspended...why?

GregJ — Wed, 26 May 2021 15:51:55 GMT

My regular plan is suspended. Public is having no difficulty charging my credit card and applying it to my account. I have a $0 account balance and $80 in credits have been charged to my card trying to get the account reactivated.

Re: Account suspended...why?

Anonymous — Wed, 26 May 2021 15:56:01 GMT

@GregJ : Pics. As you may have already seen, you can't buy add-ons on a suspended account. So the roaming matter is moot until you reactivate the account.

Re: Account suspended...why?

GregJ — Wed, 26 May 2021 16:01:41 GMT

Re: Account suspended...why?

GregJ — Wed, 26 May 2021 20:32:32 GMT

edited by computergeek541: picture removed

Re: Account suspended...why?

Anonymous — Wed, 26 May 2021 16:18:41 GMT

@GregJ : Ok then. Yup. That's a puzzler. Did you try the Lost/stolen idea suggested a while ago? Plans & Add-ons tab, Lost/stolen tab, Suspend, log out, wait a minute or three, log in and back, Resume, log out, restart phone.

And of course you're tried that Reactivate Current Plan button.

Edit: and indeed, back to the subject line...why did it suspend on the 25th when it should have been good through to around Jun 8th or thereabouts.

You _have_ started the contact with the moderators by now right?

Edit again: curious "System issue" on Apr 8th. Did you have any troubles around then? I wonder if they had a payment card failure and halted your service after the fact.

Re: Account suspended...why?

AE_Collector — Wed, 26 May 2021 16:09:46 GMT

So as others have said, the problem is not directly with the roaming add ons. The account has deactivated. You have tried clicking the “reactivate” button up in the box with the red exclamation mark? I’m not thoroughly versed in these problems but powering down and up (rebooting) as well as power down , remove and reinstall SIM card and toggling into and back out of Airplane Mode come up frequently as methods to restore suspended service.

AE_Collector

Re: Account suspended...why?

GregJ — Wed, 26 May 2021 16:31:55 GMT

Using the reactivation button is how I ended up with $80 credit on the account. My balance payment balance is $0. I will take my money, but not reactivate the account.