topic Re: Line suspended in Get Support

Line suspended

Bibi80 — Sun, 20 Mar 2022 19:45:25 GMT

I have autopay, payment taken from my account but my line is suspended. Why?

Re: Line suspended

dabr — Sun, 20 Mar 2022 19:48:41 GMT

@Bibi80 Did the autopay payment actually go through as occasionally it is known to fail in which case you need to manually make the payment by selecting the Payment tab in self serve account.

However, if you're just seeing the message that the account is Suspended/Expired and your phone service is working, then ignore that message as it will disappear within the next hour or so.

Re: Line suspended

softech — Sun, 20 Mar 2022 20:29:53 GMT

@Bibi80 Please login to My Account and confirm from Transaction History page to see if PM did get the money via Autopay. Sometimes Autopay will fail for no reason.

If Autopay failed, you will have make a manual payment this money.

Go to payment tab, One time payment and use "Other (Enter the desired payment amount)" and manually enter your plan amount and pay that way

https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/

Once payment gone through, click the button "Reactivate current plan " if it is there.

Then logoff from My Account and reboot the phone

Re: Line suspended

Bibi80 — Sun, 20 Mar 2022 21:00:15 GMT

The autopay went through, my account has been charged.

I use same card for my husband's account, both payments were taken.

Re: Line suspended

softech — Sun, 20 Mar 2022 21:04:09 GMT

@Bibi80 wrote:
The autopay went through, my account has been charged.
I use same card for my husband's account, both payments were taken.

But the account status showing suspended?

can you logon to My Account and send us a screenshot? Also, check Transaction History on PM My Account https://selfserve.publicmobile.ca/Overview/payment/Payment-History/ to see if it shows the payment transaction

Re: Line suspended

Bibi80 — Sun, 20 Mar 2022 21:04:14 GMT

If my account was charged and PM didn't get the money, then where the money hanging?

My account was charged for 2lines, the second line is working.

Re: Line suspended

Bibi80 — Sun, 20 Mar 2022 21:16:23 GMT

edited by computergeek541: Please do not post pictures such as this. I have removed it from the message post, but you still must delete it from your Community account.

Re: Line suspended

softech — Sun, 20 Mar 2022 21:08:07 GMT

@Bibi80 I just wonder if it is a pending charge. on the CC.

Check Transaction history page and save a screenshot and you can show PM support when you open ticket with them

Yes, open ticket with PM support using one of the two ways:

1. If you have access to Self-Serve My account: For faster response (2-48 hours) , Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. If you don't have access to My Account or have trouble with above method: you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: Line suspended

softech — Sun, 20 Mar 2022 21:09:48 GMT

@Bibi80 oh.. no worry for Plan Expired. Plan Expired just meant PM still going through the renewal process. It does not mean account suspended. Your service still be still working

try to Reboot your phone and see if the service come back

Re: Line suspended

Bibi80 — Sun, 20 Mar 2022 21:16:40 GMT

I have rebooted my phone like 3 times, just did again and it's same.

I haven't been able to make or receive calls all day.

Re: Line suspended

Bibi80 — Sun, 20 Mar 2022 21:24:12 GMT

I have no idea how to delete it.

Re: Line suspended

softech — Sun, 20 Mar 2022 21:27:17 GMT

@Bibi80 wrote:
I have rebooted my phone like 3 times, just did again and it's same.
I haven't been able to make or receive calls all day.

@Bibi80 can you make outgoing calls? is your mobile data working?

if still fail with outgoing calls, try to change the network settings to 3G ONLY or WCDMA ONLY

Re: Line suspended

softech — Sun, 20 Mar 2022 21:28:07 GMT

@Bibi80 wrote:
I have no idea how to delete it.

@Bibi80 come here to delete :

https://productioncommunity.publicmobile.ca/t5/media/gallerypage/user-id/229883/image-id/61887iDE88F51FE9662053/tab/all

Re: Line suspended

computergeek541 — Sun, 20 Mar 2022 21:28:46 GMT

@Bibi80 wrote:
I have no idea how to delete it.

@Bibi80

Open up My Images for Bibi80 - Community (publicmobile.ca) and then go to Image Options. Please never post any infromation that reveals account information.

Re: Line suspended

Bibi80 — Sun, 20 Mar 2022 21:33:43 GMT

thanks

Re: Line suspended

Bibi80 — Sun, 20 Mar 2022 21:35:24 GMT

No- can't make outgoing calls.

No-my data is not working.

When I try to make calls, it says sorry, we can not complete your call as you do not have an active plan.

My data is not working.

Re: Line suspended

softech — Sun, 20 Mar 2022 21:41:43 GMT

@Bibi80 your Plan Expired means it was still going through renewal but it is a bit late that renewal still not completed Have you open ticket with PM Support yet? Open now and it could be an easy fix for them.

Let us know how it turns out

Re: Line suspended

BKNS27 — Sun, 20 Mar 2022 22:12:22 GMT

@Bibi80

A few members indicated that AutoPay was turned off. Turn AutoPay back on.

I hope your service will be back on track.

Re: Line suspended

Bibi80 — Sun, 20 Mar 2022 22:20:55 GMT

Yes, it shows dynamic autopay.

My payment has been taken from my account already.

Re: Line suspended

dabr — Sun, 20 Mar 2022 23:49:50 GMT

@Bibi80 That's odd that your other account seems to have no issues. Hopefully, you've contacted customer support and got the issue resolved by now. Let us know if they provide a reason why.

Another thing to try (if it ever happens again) besides rebooting or toggling airplane mode on/off is to top up your account with $1 and log out and reboot your phone. You could also try the lost/stolen trick by selecting the Plans/Add-ons tab, then Lost/Stolen Phone and Suspend Service, log out and after a few mins log back into the account and this time Resume Service, log out and reboot the phone. These have been know to do a soft reset of the account,