topic Re: your services on hold in Get Support

your services on hold

jack0010 — Thu, 13 Jul 2023 17:10:39 GMT

I have setup auto renew for my account. today i received a text "your services on hold pay now" I'm wondering why my services on hold even though i have setup auto renewal and also i have enough fund in my bank. I have login to my account and trying to pay manually, it pop up with error message. extremely frustrating and poor service from Public mobile. please refer below screenshot. I have tried about 15 times. log out and login back and

no luck.

error message

Re: your services on hold

dust2dust — Thu, 13 Jul 2023 17:13:37 GMT

1. wait an hour and try again

2. if you know your 4 digit account pin then dial 611 and make the payment

3. buy a voucher online or in lots of stores and enter it

4. use 611 to enter the voucher - no account pin needed

5. use the real time payments option in some stores

6. contact support and have them take the payment

Re: your services on hold

esjliv — Thu, 13 Jul 2023 17:17:34 GMT

@jack0010 - my first question is, are your services working? If they are working, then I would ignore that text. The On Hold message does appear on our My Accounts on the day of renewal. This will go away later today if autopay has not failed.

So, are any services working for you?

Re: your services on hold

jack0010 — Thu, 13 Jul 2023 17:17:50 GMT

Its like Public mobile going backwards. it was everything perfect until Public mobile transitioning to sluggish and crap mobile app which is doesn't even work. i don't want to buy voucher. where is the point to have auto renewal ???

Re: your services on hold

jack0010 — Thu, 13 Jul 2023 17:20:10 GMT

My services are stop, no outgoing/incoming call, text and internet. everything is stop. what a joke !

Re: your services on hold

esjliv — Thu, 13 Jul 2023 17:20:52 GMT

Absolutely agree with you on this @jack0010 . Autopay should not fail, if there are no issues with the payment card.

Re: your services on hold

dust2dust — Thu, 13 Jul 2023 17:21:35 GMT

All agreed. But here you are. So there are workarounds. There are customers that go long periods of time without any problem with autopay. It's just your turn this time. How about those services?

Re: your services on hold

BKNS27 — Thu, 13 Jul 2023 17:23:36 GMT

@jack0010

If your renewal date is tomorrow and if you have service. Just ignore the notice.

If you don’t have service then contact a CS_Agent to help you complete your payment.

If seems that AutoPay is finicky for some members.

Re: your services on hold

jack0010 — Thu, 13 Jul 2023 17:25:18 GMT

even public mobile's ticket system is not functioning either. just tried to log a ticket and oh joy below error pop up.Public mobile should change its name to Error mobile ha ha ha lol 😂

Re: your services on hold

esjliv — Thu, 13 Jul 2023 17:27:19 GMT

@jack0010 - there may be workarounds to get Chatbot to work, different browser, through incognito tab, etc.

But if still issues, go the priviate message route:

1-chatbot

2-go to your envelope at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message. Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support (link is provided in #3 below as well).

3 -Use this link (same as #2) Private Message to Public Mobile Customer Support Agents (CSA)

Re: your services on hold

jack0010 — Thu, 13 Jul 2023 17:27:23 GMT

not at all. checked about 10 times and found i have 10 times more fund than it supposed to debit hahah lol 😂

Re: your services on hold

esjliv — Thu, 13 Jul 2023 17:28:15 GMT

@jack0010 - are calls and texts working in/out? Does data work?

Re: your services on hold

jack0010 — Thu, 13 Jul 2023 17:29:52 GMT

Nop, all stop !🛑

Re: your services on hold

dust2dust — Thu, 13 Jul 2023 17:36:09 GMT

@jack0010- This place has gone through a bunch of changes in recent months. They seem to have been very poorly implemented to the point of seeming to have not even been tested before rolling it all out.

Forget all the troubles and just buy a voucher and dial 611 and enter it in and the account will reactivate and you'll be on your way. You can buy vouchers online in several places. I suggest recharge.com.

Re: your services on hold

esjliv — Thu, 13 Jul 2023 17:41:37 GMT

@jack0010 - did you report any issues with your payment card recently? Sometimes that can affect your account here. But you are saying you have lots of funds in your account? When you dial 611 the funds are matching what is available?

If so, yeah, i'd submit a ticket and request an explanation about what happened.