topic Re: Suspended service in Get Support

Suspended service

Carloscc — Fri, 13 Oct 2023 03:44:24 GMT

Service was suspended four days ago due to credit card expiry in autopay. I get instructions to pay now to resume service. When I go to pay I am being asked for more than twice what I paid before for the same service. How do I get my service back under the original terms?

Re: Suspended service

will13am — Fri, 13 Oct 2023 03:50:38 GMT

@Carloscc , once you login to your account, you should be able to confirm the plan that you are on and the cost of the renewal. I am not sure how the cost can be twice expectations. Simply do a manual top up and reactivate the account.

Re: Suspended service

Carloscc — Fri, 13 Oct 2023 04:00:02 GMT

When I go to do a manual top up, the screen also shows how much I have to pay to restore service. It is more than double what I paid before. Thx. for the response though.

Re: Suspended service

softech — Fri, 13 Oct 2023 04:02:36 GMT

@Carloscc

what plan do you have?

do you have any money in Available Fund now?

do you mind to post a screenshot of the page showing the amount you need to pay??

Re: Suspended service

Carloscc — Fri, 13 Oct 2023 05:02:49 GMT

I got my current plan under a promotional and received extra 1G data as a bonus for something.

I have a feeling that the terms of the promotional and any bonuses were lost when service was suspended.

Thanks for your interest.

CURRENT PLAN

500MB at 3G Speed
30-day plan
Unlimited Canada & US Talk
Unlimited International Text

Plan also has 1G data as a bonus

*************

Plan has a current balance of $29

*************

When I go to pay manually I get

Your Cart

Clear Cart

Change Subscription

x1500MB at 3G Speed

$70.00

Deductions

From Available Funds

- $29.00

Subtotal

$41.00

HST (15.00% NS)

$6.15

Due Today

$47.15

Pay $47.15 Now

Re: Suspended service

Carloscc — Fri, 13 Oct 2023 05:21:44 GMT

Dear Softech

I don't know why this reply went to will13am, but I repeat it for you with my thanks.

In response to will13am

a moment ago

I got my current plan under a promotional and received extra 1G data as a bonus for something.

I have a feeling that the terms of the promotional and any bonuses were lost when service was suspended.

Thanks for your interest.

CURRENT PLAN

500MB at 3G Speed
30-day plan
Unlimited Canada & US Talk
Unlimited International Text

Plan also has 1G data as a bonus

*************

Plan has a current balance of $29

*************

When I go to pay manually I get

Your Cart

Clear Cart

Change Subscription

x1500MB at 3G Speed

$70.00

Deductions

From Available Funds

- $29.00

Subtotal

$41.00

HST (15.00% NS)

$6.15

Due Today

$47.15

Pay $47.15 Now

0 Bravos

Accept as Solution

Re: Suspended service

Phil_Adelphus — Fri, 13 Oct 2023 11:41:35 GMT

@Carloscc Someone with a $30 plan that had 500MB was also asked to renew at twice the amount. If you'd like to contact customer service send a private message using this link and monitor your community inbox for a reply

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

Note also that there are now much better newer plans currently available with more for less so you might want to change your plan at the same time

Re: Suspended service

Z_03 — Fri, 13 Oct 2023 15:29:04 GMT

I don’t think you’ll be able to fix that online you have to speak to a customer representative or support

Re: Suspended service

Carloscc — Fri, 13 Oct 2023 16:32:23 GMT

Thank you for all your suggestions and the link. Changing plan, one solution I've been contemplating. I'm just looking to see which of them satisfy my needs.

Re: Suspended service

Justin21 — Fri, 13 Oct 2023 19:26:33 GMT

They have better plans right now you might consider checking them out

Re: Suspended service

Carloscc — Fri, 13 Oct 2023 23:45:45 GMT

Thanks Justin for the suggestion.