topic Re: Issues with setting up an account in Get Support

Issues with setting up an account

VJB — Thu, 01 Sep 2022 15:22:53 GMT

My SIM card arrived on Monday and I immediately started to set up my account.

First, though it was set up on August 29th, my account is being billed a 30-day period starting on the 28th - I'm losing a day on my plan - why did they start it the day prior to when I got my card?

Second, I am able to make outgoing calls, but all incoming calls are going to voicemail. I tried the trick suggested of putting the SIM into another phone and switching back - 2 phones... no go. So I opened a service order to find out what's going on. I checked with my old provider who says they have released the number for porting.

Service got back to me yesterday (Wednesday - now 2 days into it) and they said that the line will be operable next Tuesday, September 6th! That is 8 days without receiving a call which my business relies on. Info says a delay of 1 to 3 days may be expected... but 8?? That's simply not acceptable.

Re: Issues with setting up an account

darlicious — Thu, 01 Sep 2022 15:32:42 GMT

@VJB

The dates in your cell service account are incorrect as far as your billing cycle goes you can confirm the date by checking your transaction history for the date of your payment and that is the first day of your 30 days cycle.

Are you porting in a landline? Landlines generally are ported within two business days however depending on the type of landline you have it can take up to seven and possibly 10 days to port in. This also goes for VOIP provider phone numbers and other unusual phone lines. You're probably also suffering the delay of having ported in and extended over the upcoming long weekend.

Re: Issues with setting up an account

will13am — Thu, 01 Sep 2022 15:29:28 GMT

@VJB , the 30 day count down starts immediately upon successful activation. I believe the cutoff time is based on EST. If you activate late in the day, that first day can be very short unfortunately. As for the delays in getting your account issues sorted out, there is not much the community can do to assist. We are just customers helping customers.

Re: Issues with setting up an account

VJB — Thu, 01 Sep 2022 15:37:41 GMT

The original transaction took place at 1:30pm PST on Monday, August 29th.
On Sunday the 28th there was no mail service to receive the SIM.

It was a "different" setup, possibly a VOIP. That estimate should be noted in their estimated wait times IMO. It simply says a landline could take up to 3 days as the longest expected time.

I agree that the long weekend added to the delay, but since I started on a Monday I expected it would be done by Thursday at the latest, which is 3 business days.

I appreciate your reply.

Re: Issues with setting up an account

VJB — Thu, 01 Sep 2022 15:41:59 GMT

Thanks for replying.
It was 1:30 PST, so 4:30pm EST on the 29th. So I will need to find out why they started it on the 28th. I understand starting that day, even if it's not a full day, but not the day previous. Makes no sense.

@darlicious answered the issue about the delay in service, thanks. I also thought it was best to post something in case others have the same issue.

Re: Issues with setting up an account

VJB — Thu, 01 Sep 2022 16:10:04 GMT

@will13amand @darlicious Because you're being so helpful, I wanted to fill you in on what I've found. I went to the SIMon chat and it says the next payment is due on September 28th, which is correct. My account information shows it expires on the 27th, however.

Here are images to show the discrepancy.

Not that I'm expecting you guys to solve this, but since you're so helpful this may arise again and you'll know that this can happen.... or maybe I can be of help to someone in future. 😉

Re: Issues with setting up an account

darlicious — Thu, 01 Sep 2022 16:21:21 GMT

@VJB

Well that is correct because your 30th day is September 27th. Because your plan expires at 11:59 p.m. Eastern on the 27th and your new plan day one will start on September 28th.

Edit:

There are 31 days in August. You're following renewal date will be October 28th because there are only 30 days in September.

Re: Issues with setting up an account

dust2dust — Thu, 01 Sep 2022 17:21:47 GMT

The dates shown under the Plan Usage are half right...the back half. The end date indicates that your service ends at 11:59pm eastern on that day. The first date has been a stupid bug since the new system came out.

The other date, where is that from? I'm going to suggest that it's also right in that payment comes out in the early morning hours of that day.

Re: Issues with setting up an account

VJB — Thu, 01 Sep 2022 18:57:07 GMT

I see what you mean. In that case, both are incorrect. It should be August 29th to September 28th with the next 30-day payment coming out the morning of September 29th.

Re: Issues with setting up an account

VJB — Thu, 01 Sep 2022 19:03:13 GMT

Interesting...

The other date is from my SIMon chat.

However - I just heard back from customer service that if I signed up on August 29th then I'm good to September 28th and the next payment is due on September 29th. I believe that is the correct response.

I replied asking why my account doesn't reflect those dates and awaiting their reply.

Re: Issues with setting up an account

hTideGnow — Thu, 01 Sep 2022 19:19:38 GMT

HI @VJB Keep the message, the CS agent was WRONG

that would be a 31 days period if your last payment was August 29th and next payment is Sept 29th

If you activated on August 29th, your cycle will end on Sept 27th 23:59 and PM will try to renew on early morning of Sept 28th

August has 31 days and PM is running on a 30 days cycle

Re: Issues with setting up an account

darlicious — Thu, 01 Sep 2022 19:11:13 GMT

@VJB

No it's not. The CSA forgot how to count because your service is 30 days not 31 days and there are 31 days in August so your renewal date moves back one day but it will be October 28th because there's only 30 days in September and then in November it will be the 27th. Along with December 27th then I'll be January 26th and February 25th and then with 28 days in February it will go to March 27th.

Re: Issues with setting up an account

darlicious — Thu, 01 Sep 2022 19:13:32 GMT

@hTideGnow

Lol... Best you fix that typo before you make it even more confusing!

Re: Issues with setting up an account

hTideGnow — Thu, 01 Sep 2022 19:20:31 GMT

HI@darlicious am I good now? 27, 28 , 29 , 30.. I am confused. LoL

Re: Issues with setting up an account

darlicious — Thu, 01 Sep 2022 19:22:27 GMT

@hTideGnow

Lol... Yes you are confused it will be the 28th not the 29th! It moves back a day not forward today until you hit February.

Re: Issues with setting up an account

softech — Thu, 01 Sep 2022 19:26:01 GMT

@dust2dust wrote:
The dates shown under the Plan Usage are half right...the back half. The end date indicates that your service ends at 11:59pm eastern on that day. The first date has been a stupid bug since the new system came out.
The other date, where is that from? I'm going to suggest that it's also right in that payment comes out in the early morning hours of that day.

Yes @dust2dust that was what you told me this morning. I think somehow the system can only show a full month cycle there. So, PM "fixed" the problem by moving the start date up (thinking no one will ever care) and leave the end date correct. I guess that is good, at least people know which date to pay.

@VJB the CS agent's reply was not correct You can reply the agent and ask him why PM is on a 31 days or full month cycle now (unless we all missed the change)

Re: Issues with setting up an account

dust2dust — Thu, 01 Sep 2022 22:30:13 GMT

@softech- ?? I had replied that to the OP. ??

Re: Issues with setting up an account

softech — Thu, 01 Sep 2022 22:31:40 GMT

@dust2dust not to OP.. . .i was saying earlier today we were talking about the Plan cycle date issue

Re: Issues with setting up an account

dust2dust — Thu, 01 Sep 2022 22:37:08 GMT

@softech- lol Your first sentence seemed to be saying "yes we know quit repeating yourself". 🙂 So I thought um I was stating that to the OP of this thread - what are you on me for. 🙂

Re: Issues with setting up an account

softech — Thu, 01 Sep 2022 22:40:37 GMT

@dust2dust haha..

and now I am waiting for my next renewal to see if my Plan cycle will be like what you see