topic Re: Plan Expired?!?! in Get Support

Plan Expired?!?!

lilian_liang — Sun, 01 May 2022 00:10:58 GMT

What happened to my plan? I have no service today and I never changed my plan, and I missed my family doctor’s phone call.

What’s going on!

Re: Plan Expired?!?!

esjliv — Sun, 01 May 2022 00:19:43 GMT

@lilian_liang - when was your renewal date of your plan?

Re: Plan Expired?!?!

BKNS27 — Sun, 01 May 2022 00:21:58 GMT

@lilian_liang

Depending on where you are located.

There are Telus outages for 5G upgrades across Canada.

Check the outage map:

https://istheservicedowncanada.com/status/telus/map

Also login to your account and check to see if your account is Active or Suspended.

Re: Plan Expired?!?!

darlicious — Sun, 01 May 2022 00:26:11 GMT

@lilian_liang

Do you have the $10 50/50 plan? Was your card charged $10 but services suspended? Call 611 and confirm your account balance and status.

To contact customer support click below:

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

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

Re: Plan Expired?!?!

lilian_liang — Sun, 01 May 2022 00:30:14 GMT

Thank you for your reply, I am in Markham Don Mills & Steeles area and the doctors call was supposed to be called in around 12:00 pm noon one. According to the link you provided this outage occurred since 4pm

And on my plan it says “plan expired”, not sure what does that mean?

I have auto-pay and I never chose to stop / change my plan so I really don’t know what’s the issue

Re: Plan Expired?!?!

lilian_liang — Sun, 01 May 2022 00:30:47 GMT

No it’s a $15 plan

Re: Plan Expired?!?!

darlicious — Sun, 01 May 2022 00:32:36 GMT

@lilian_liang

Expired means your plan is going thru renewal tonight. Can you text or use mobile data?

To contact customer support click below:

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

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

Re: Plan Expired?!?!

lilian_liang — Sun, 01 May 2022 00:32:55 GMT

It’s a monthly plan but I didn’t change anything, it says next billing will be tmr but does it mean I will lose my service today?

Re: Plan Expired?!?!

darlicious — Sun, 01 May 2022 00:36:22 GMT

@lilian_liang

No. It's seems to be a coincidence of an outage and renewal.Expired shows when your renewal is starting then it stays that way for about 12 hours. Tomorrow morning as long as autopay works or you pay manually it will go back to active. If it doesnt get paid then it goes to suspended status.

To contact customer support click below:

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

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

Re: Plan Expired?!?!

esjliv — Sun, 01 May 2022 00:36:49 GMT

@lilian_liang wrote:
It’s a monthly plan but I didn’t change anything, it says next billing will be tmr but does it mean I will lose my service today?

@lilian_liang - normally if your service are working there is nothing else for you to do. This is your account going through your renewal. But if you also had network issues today, than that may have made you think there was an issues with your account also.

Your account should do through regular renewal tomorrow and then it should be active in the afternoonish time area.

Are you still without services now? If so, try one or more of the below:

*turn off your phone, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*perform a reset network settings on your device

*try your SIM card into another compatible phone for a few days to see if the issues are the same...this could rule out a device issue/setting.

*manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) for dropping or unable to make incoming/outgoing calls

If issues persist, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Plan Expired?!?!

lilian_liang — Sun, 01 May 2022 00:39:35 GMT

Tested text, worked

so there will be a day or two service missing at the end of the month?

Re: Plan Expired?!?!

BKNS27 — Sun, 01 May 2022 00:40:35 GMT

@lilian_liang

There is a standard renewal message that everybody gets indicating your plan is Expired and to ignore the message if you are on AutoPay or sufficient funds.

Your $15 plan does not affect incoming calls so it is a good chance it is an outage in your area as I indicated.

Re: Plan Expired?!?!

lilian_liang — Sun, 01 May 2022 00:41:12 GMT

So again this plan will lose 1-2 days service at the end of every month?

erh…….

Re: Plan Expired?!?!

esjliv — Sun, 01 May 2022 00:41:32 GMT

@lilian_liang wrote:
Tested text, worked

so there will be a day or two service missing at the end of the month?

@lilian_liang - there should never been any services missing if you have paid for them.

But sometimes there are phone, network or possibly account issues to be dealt with.

Re: Plan Expired?!?!

esjliv — Sun, 01 May 2022 00:42:00 GMT

@lilian_liang wrote:
So again this plan will lose 1-2 days service at the end of every month?

erh…….

NO @lilian_liang it should not.

Re: Plan Expired?!?!

dust2dust — Sun, 01 May 2022 00:45:11 GMT

You're on the $15 plan. Is it possible that you used all the outgoing minutes? Since texting works you have services. Can you browse to a web site?

Re: Plan Expired?!?!

lilian_liang — Sun, 01 May 2022 00:45:27 GMT

No actually I forwarded my calls to my company cell. So technically it should be an outgoing call failure. But my expected calls should be in around noon time, not after 4pm when outage occurred.

Re: Plan Expired?!?!

JL9 — Sun, 01 May 2022 00:45:40 GMT

Did the missed call go to your voicemail and were you able to retrieve the message?

Re: Plan Expired?!?!

lilian_liang — Sun, 01 May 2022 00:47:40 GMT

That’s weird. My autopay works perfectly, credit card not expired, still got more than 25k credit on it.

If service outage occurred after 4 pm today then it shouldn’t be the issue because my doctors call was expected around noon time.

Re: Plan Expired?!?!

BKNS27 — Sun, 01 May 2022 00:48:30 GMT

@lilian_liang

When you call forward your calls, this will count as outgoing calls so you are limited to 100 minutes.

You may have gone over your 100 minutes limit. You should have allow the calls to your PM number because it is unlimited.