topic Re: SERVICE in Get Support

SERVICE

Alisyed — Thu, 06 Jan 2022 08:02:59 GMT

Hello,

Why is my service disconnected and why was i not told about it. I received a message updating me that i have been charged for the payment which was supposed to be the 7th i dont know why am i charged on the 5th. Anywho i have been charged and the account says i owe $14 and service is disconnected without telling me is pathetic. I need to speak to an agent please.

Re: SERVICE

Anonymous — Fri, 06 Aug 2021 22:47:30 GMT

@Alisyed : This is a 30 day term...not a month. The day will slowly shift its way up in the months. What is the date on the top of your self-serve page? What is the balance in Available Funds? What is your plan cost? Better yet, post a screenshot of your overview page. Blank out personal info of course.

Edit: Unless you blocked them, you will have received a text a day or so before renewal. You would have received a text saying it didn't renew on that day. Have you checked your payment card that it's still valid?

Re: SERVICE

ShawnC13 — Fri, 06 Aug 2021 22:44:04 GMT

@Alisyed wrote:
Hello,
Why is my service disconnected and why was i not told about it. I received a message updating me that i have been charged for the payment which was supposed to be the 7th i dont know why am i charged on the 5th. Anywho i have been charged and the account says i owe $14 and service is disconnected without telling me is pathetic. I need to speak to an agent please.

Sorry to hear of your troubles. Public Mobile is Prepaid and like other pre-paid services it runs on a 30-day plan, not a monthly (same renewal date each month). What your credit card charged? Do you pay by a credit card or voucher? You will need to pay the outstanding amount to have your service re-activated. If you do have a credit card on file and it has been charged and you are still without service you will need to contact the Customer Support Agents and that can be done by clicking on the chat bubble in the bottom right-hand corner of the screen

Re: SERVICE

Anonymous — Fri, 06 Aug 2021 22:52:30 GMT

@Alisyed

at public mobile is it prepaid service for 30 day, not monthly.

and want a agent here send message no one can speak with you only by private message

Only one way to solve your issue , explanation to Customer Support Agent by CS_Agent,

and the are nice service Team the will help you 100%.

you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

Here’s how to contact Customer Support Agent by CS_Agent,

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Service by CS_Agent. Click Here to get started.

or you can send a private message to Customer Service by CS_Agent, by Click Here.
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your Email address,

Customer Service by CS_Agent, will Response by private message to you inbox
Check your private message inbox (click on the envelope top right of your screen)

Good Luck

Re: SERVICE

darlicious — Fri, 06 Aug 2021 23:10:46 GMT

@Alisyed

Do you have a card on file for autopay? Or do you pay by voucher? You can either pay thru 611 which once you top up at least $14 it will automatically reactivate your account and renew your 30 day plan.

Call 611 and once it connects press (1) and (1) again and add the 12 digit voucher pin #. Once it tells you your voucher was added successfully hang up and reboot your phone. You should get a text from 611 confirming payment and active service.

Make a manual payment with your credit card on file thru 611 but you will need your 4 digit account pin # to make the top up ......otherwise make your payment thru your self serve account following my instructions below to avoid any glitches or error messages. You can find more member contributed info and real examples of vouchers by clicking this link....

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Voucher-Catalogue/m-p/479165#M40236

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

Reboot your device.
Clear your browser, use secret/incognito mode in firefox, chrome or safari.
Choose replace card rather than remove card.
Copy your address from your billing statement.
Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
Do not put a space in the postal code. X0X0X0 not X0X 0X0.
USE ALL CAPS if necessary.
Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot

Re: SERVICE

BKNS27 — Sat, 07 Aug 2021 00:39:06 GMT

@Alisyed

As noted by everyone, PM billing is every 30 days and the notice is a standard notice when you are approaching near your billing date. If you are on AutoPay, you can ignore this notice.