topic Re: service cut off in Get Support

service cut off

Lrk — Mon, 20 Jun 2022 21:31:22 GMT

this morning I could not make a phone call, getting a message that my account had expired. Then I got a message saying my account hadn't been paid. But I am on automatic payments each month. Just a minute ago I got a message saying my payment has been made.

So tell me why this happened, because it is not acceptable!

Re: service cut off

softech — Mon, 20 Jun 2022 21:33:25 GMT

@Lrk First , is the service working now? Reboot the phone once and check

Also, login to My Account and confirm if account status showing Active

It looks like there is Autopay issue this morning and someone got renewed late today

Re: service cut off

pm-user1 — Mon, 20 Jun 2022 21:34:09 GMT

Hi @Lrk , here's my story from this morning: https://productioncommunity.publicmobile.ca/t5/Get-Support/AutoPay-Fail-Service-Suspended/td-p/835690

I think Public Mobile had a bit of autorenewal mess-up today. I know it's happened to folks I know, but this is the first time I've experienced it.

Re: service cut off

esjliv — Tue, 21 Jun 2022 00:28:24 GMT

@Lrk what does it say when you call 611 or log into Self Serve?

If Suspended make a manual payment equal to or more of what is owing then resume services.

IF ACTIVE try

restarting your phone
Also try toggling into airplane mode than back to regular mode.
remove your SIM card, try it into another compatible phone while it is out..does service work? Then reinsert it into your phone, now does it work?
If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment.
Or try
1. Go to “Plan and Add-Ons” TAB
2. Select "Lost/Stolen Phone" TAB
3. Select "Suspend Service" BUTTON
4. Then, Select Resume/Reactivate Service
5. Log off your account. Log back in. Reboot your phone.

If above or any other suggestions are not helping with services on an Active account contact CSA for help.

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