topic Re: Account Status: Plan Expired in Get Support

Account Status: Plan Expired

Camera4617 — Sun, 01 May 2022 16:01:12 GMT

Today is my 'renewal' date, and this is second month that it doesn't go smoothly. Autopayment took money (what needed after rewards), but Overview page says plan expired and has shows enough money for renewal. If I try to 'reactivate' service, it just takes me to payment page instead of reactivating service. I've even added $1 and tried to reactivate, but now it just shows $16 in balance..

My service seems to be working but this is definitely annoying and makes me uncomfortable to keep using Public Mobile. PM should resolve these issues if they want to keep customers as there are other similar providers and I don't care if I'll lose few bucks if I move..

Re: Account Status: Plan Expired

Dunkman — Sun, 01 May 2022 16:05:11 GMT

@Camera4617

As long as your service is working, I would ignore any warnings. Especially if you have enough funds in your account. If today is your renewal date, you likely got some account warnings last night. The warning should disappear and your service should not be interrupted.

Re: Account Status: Plan Expired

BKNS27 — Sun, 01 May 2022 16:05:37 GMT

@Camera4617

This is a standard message to everyone the day before your renewal date but it also states to ignore this message if you are on AutoPay or have sufficient funds in your account.

Also your account will show expired but service will continue.

If your balance is $16 then you have a $16 credit…I am assuming you are on the $15 plan with the $1 added into your account.

Re: Account Status: Plan Expired

softech — Sun, 01 May 2022 16:06:07 GMT

@Camera4617 do you still have your service? Can you make and receive calls?

Usually with Plan Expired, you just leave it until the status change to either Active or Suspended.

So, if your service is not affected, come back and check later today

Re: Account Status: Plan Expired

dust2dust — Sun, 01 May 2022 16:07:34 GMT

I recently had that and it went on for a couple days. As long as the pay before date is 30 days in the future and your services are working and the things reset then I wouldn't worry about it.

Maybe for curiosity go in to purchase add-ons and see if it lets you (without completing).

Re: Account Status: Plan Expired

hTideGnow — Sun, 01 May 2022 16:10:09 GMT

HI @dust2dust Couple days? that is a way too long

I thought PM used to be able to switch from Plan Expired back to Active like around 6AM , then someone said 12. I was too say it is now passed 12 noon EST time and it is already too late

Re: Account Status: Plan Expired

Yummy — Sun, 01 May 2022 16:20:27 GMT

If you see this on your renewal day (or maybe +/- day/two) AND you have service, ignore it. Everybody gets that message on renewal day.

Re: Account Status: Plan Expired

Camera4617 — Sun, 01 May 2022 16:37:36 GMT

@Yummy wrote:
If you see this on your renewal day (or maybe +/- day/two) AND you have service, ignore it. Everybody gets that message on renewal day.
Yes, I'm aware of that but in the past, that message was before renewal, and in the morning when I get up, it is gone. Now it is still there which is 'new' to me, at least.. Last month I had the similar issue but there service wasn't working, so I had to contact CSA.. Point is, I just don't want to think about renewal, did it work or not, is it showing Expired or not.. This should be resolved if PM is any serious of keeping customers.

Re: Account Status: Plan Expired

hTideGnow — Sun, 01 May 2022 16:39:00 GMT

Hi @Camera4617 is your service working now? If it is , just ignore it

Last month, were you those lucky one from April 1st? I hope that was a one time April Fool joke only. 🙂

Re: Account Status: Plan Expired

hairbag1 — Sun, 01 May 2022 16:43:20 GMT

We all agree with you, indeed.

Some long-time PM'ers will manually pay their account a few days before next renewal. That seems to make the renew process happy...and you stillget whatever Reward or Points you're entitled to.

It's not the best..but minimizes Renewal Day Vexation.

Re: Account Status: Plan Expired

Yummy — Sun, 01 May 2022 16:43:22 GMT

@Camera4617 wrote:
Point is, I just don't want to think about renewal, did it work or not, is it showing Expired or not.. This should be resolved if PM is any serious of keeping customers.

I hear you! I love pre-authorized payment; set it up and forget. Well with PM you always have to check did it work or not. Kind of pain. Sometimes I have a feeling the whole accounting software was written by elementary school children in computer introductory classes...

HOW can autopay fail???

Re: Account Status: Plan Expired

Camera4617 — Sun, 01 May 2022 16:47:52 GMT

@hairbag1 wrote:
We all agree with you, indeed.
Some long-time PM'ers will manually pay their account a few days before next renewal. That seems to make the renew process happy...and you stillget whatever Reward or Points you're entitled to.
It's not the best..but minimizes Renewal Day Vexation.

I was doing that for the long time, but that then requires me to go an pay manually. It is all about my time and how much it is worth to me.. I know it is not hard to do it, but how is it so hard to fix this issue (I'm in IT field). We see this kind of messages on daily basis here in the community forum.

Re: Account Status: Plan Expired

hairbag1 — Sun, 01 May 2022 16:49:43 GMT

@Yummy wrote:
@Camera4617 wrote:
Point is, I just don't want to think about renewal, did it work or not, is it showing Expired or not.. This should be resolved if PM is any serious of keeping customers.
I hear you! I love pre-authorized payment; set it up and forget. Well with PM you always have to check did it work or not. Kind of pain. Sometimes I have a feeling the whole accounting software was written by elementary school children in computer introductory classes...
HOW can autopay fail???

You'd think that of any processes to work good,...they'd make certain Autopay was bullet-proof. I've had my account since 2017 and autopay renewal has been a frequent source of failure. Sometimes customer caused...sometimes PM caused. Using the self-pay method has eliminated the problem for me entirely.

Re: Account Status: Plan Expired

JL9 — Sun, 01 May 2022 16:50:29 GMT

I feel your pain.. It is a little antiquated and definitely frustrating, it would be nice after several years if it was something that was nipped in the bud.. But probably not happening any time soon if at all

Re: Account Status: Plan Expired

hTideGnow — Sun, 01 May 2022 16:52:30 GMT

HI @hairbag1 I think the reason is that Autopay is a not a traditional Pre-Authorized payment. You just left your credit card number in the system for PM to pull your payment. I think the program behind is buggy.

Re: Account Status: Plan Expired

gpixel — Sun, 01 May 2022 17:08:35 GMT

@Camera4617

all cellphone companies have auto-pay issues. all one has to do is read reviews.

just pay 3 months ahead of time or longer and let your rewards build up. once it builds up to your plan amount then use it for a free month. I don't worry at all about the renewal process. when using auto-pay the account will actually suspend(deactivate) while it's going through the payment process. in some cases customers will have an active account, but will experience various service issues because the account did not provision correctly. whereas with loaded money on the account it skips that and just takes from the available balance. no interruptions. this is something every customer should be doing if they want reliable service.

it's politics. they don't want this service to be better than Koodo or Telus. it's a diamond in the rough. the way I like it

Re: Account Status: Plan Expired

14ALL41 — Sun, 01 May 2022 22:01:31 GMT

@gpixel wrote:
@Camera4617
all cellphone companies have auto-pay issues.

Why is that? Why it dificult to create good auto-pay system???

Imagine if utility, banks, you name it have bad preauthorised system.

Tel companies hire only cheap programmers?

Re: Account Status: Plan Expired

Camera4617 — Sun, 01 May 2022 23:09:28 GMT

Correct. Reliability is the key and any company that is not reliable, will not succeed. I'm the least problem here, as I'm tech person and I'll resolve my issues (or move somewhere else). However, I'm reading daily from many customers who don't even have their login info, the same issues all the time. I don't care about 5G, or some other features that big 3 are providing, all I care is reliable service. I did leave my credit card, so please charge it. Don't fail for no reason.

Anyway, one thing I know, I'll not recommend PM to anyone anymore.. I can live with it as I do have 2 lines, so if PM is not working, I do have a way to communicate. But for majority of customers, this is the only one and things should be smooth.

Re: Account Status: Plan Expired

gpixel — Sun, 01 May 2022 23:46:35 GMT

@Camera4617

i agree. I wouldn't recommend them for other various reasons. most people are data users and PM's 3g data is inadequate and unreliable... one would think because it's throttled, the 3mb speed constant. but, it's not. the 3mb is the maximum and your signal to the network will determine whether or not you will consistently pump out 3mb. when I was on 3g the average I would hit most often was 1.5mb in the area im living in.

Re: Account Status: Plan Expired

hTideGnow — Sun, 01 May 2022 23:54:05 GMT

@14ALL41 wrote:
@gpixel wrote:
@Camera4617
all cellphone companies have auto-pay issues.
Why is that? Why it dificult to create good auto-pay system???
Imagine if utility, banks, you name it have bad preauthorised system.
Tel companies hire only cheap programmers?

Hi @14ALL41 We are Tier 3 service, we we only get to hire grade 3 programmers. LoL