topic Re: phone stuck on suspended in Get Support

phone stuck on suspended

KenR — Fri, 18 Feb 2022 19:09:33 GMT

Dear community,

I've been using ( lost my phone ) suspending and reactivating a phone repeatedly over and over.

I've stopped doing that however the phone stuck on suspend and won't reactivate. Can someone fix this?

Re: phone stuck on suspended

dabr — Fri, 18 Feb 2022 19:12:29 GMT

@KenR If you suspended your service then you would now need to log back into your account and Resume service. Also is your account upto date with your payments?

Edit: It's a good idea to reboot after resuming service or making a payment.

Re: phone stuck on suspended

Anonymous — Fri, 18 Feb 2022 19:11:48 GMT

On your overview page, does it say Plan Expired in red for status or does it say Lost/stolen? If the former then you need to pay for another term. If the latter then use the Resume button.

Re: phone stuck on suspended

VIP_Tech — Fri, 18 Feb 2022 19:22:55 GMT

Hi @KenR

Log into your Self-Serve account
Go to Plan and Add-Ons > Lost/Stolen Phone
Select Resume Service; all done..

Re: phone stuck on suspended

KenR — Fri, 18 Feb 2022 19:23:07 GMT

Yes very astute. It says plan expired ( red ) and the money isn't due till April 16 it's on auto pay.

Re: phone stuck on suspended

KenR — Fri, 18 Feb 2022 19:24:43 GMT

Sorry it doesn't work I have resumed many times it won't Resume.

Re: phone stuck on suspended

Anonymous — Fri, 18 Feb 2022 19:30:21 GMT

Are you on a 90 day plan? If not then that's your account deactivation date. I suggest depositing enough money to get your account up to your plan cost. It should reactivate.

When you go past your previous plan expiry date with lost/stolen then you need to pay again. If you Resume before that date then it would reactivate anyway. But not after.

Re: phone stuck on suspended

KenR — Fri, 18 Feb 2022 19:30:43 GMT

OK I've paid the amount due , $21. Maybe it failed to take the auto pay because I was dinking around with it on and off too much.

Re: phone stuck on suspended

KenR — Fri, 18 Feb 2022 19:34:11 GMT

Good news !! All Working !!

I am reconnected with my daughters phone after a month of scratching my head.

Thank you everybody have a great day !

Re: phone stuck on suspended

darlicious — Sat, 19 Feb 2022 09:47:39 GMT

@KenR

Since you used the lost/stolen feature then if you check your transaction history it's likely that your rewards did not apply. Contact customer support and ask them to apply your rewards manually.

When you suspend your service via lost/stolen this prevents the payment system from engaging autopay to pay for your renewal or if you have available funds in your account balance that exceed your plan cost it will also prevent the funds from being used to renew your plan.

If you suspend your service via lost/stolen before midnight eastern on the evening of your renewal (or anytime in the past 30 days of an active cycle) your voicemail will remain active so you can continue to access your voicemail services while suspended.

Dial your phone number and when your voicemail connects press "*" and enter your 4 digit voicemail pin #. You can then access all of your voicemail services.

You must resume your service via lost/stolen to make manual payments via your self serve account. Payments can still be made via 611 but your service will not automatically reactivate without resuming via lost/stolen. This is important to remember if you need to reactivate before day 90 to avoid account cancellation and deactivation and loss of your phone number.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.