topic Re: Service Disconnected in Get Support

Re: Service Disconnected

Krista7030 — Mon, 02 May 2022 14:20:25 GMT

Hi There,

YES!! This is the second month in a row that my service has been disconnected, even though I am on autopay....My credit card has been charged TWICE and then when I log into Public they want yet another payment to resume service. I tried to log a ticket, but that will not work either. Very frustrated!

Re: Service Disconnected

Dunkman — Mon, 02 May 2022 14:39:03 GMT

@Krista7030

Do you see available balance in your self service account? If you were charged twice, you should see your plan fee x 2 in your available balance. Maybe screenshot your payment history page.

Here are a couple of tricks/tips to restart your plan if you have available balance.:

1. Report your phone lost/stolen in self service account.

To report your phone lost/stolen. Login to your account. Choose Plans and Add-ons tab. Then choose Lost/Stolen Phone tab. The choose Suspend Service tab. Logout. Wait few minutes. Login in and report your phone found. Reboot phone.

2. Manually add $1 into your balance.
These actions sometimes will reset your SIM/re-activate account.

If the ticketing system is not working, you could also private message CSA

Send a private message to CSA through the following link :

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

Re: Service Disconnected

JL9 — Mon, 02 May 2022 16:31:37 GMT

Once you get this cleared up, you may want to manually add the required funds a day or 2 before renewal. This seems to avoid any autopay failure and the headaches that go with it.