topic Re: @CS_Agent - 90 day subscription put on hold 1 hour after payment in Get Support

@CS_Agent - 90 day subscription put on hold 1 hour after payment

slickist — Tue, 17 Oct 2023 07:28:49 GMT

I’m a new customer having just purchased a 90 day subscription. 60 minutes later cell data stopped working. I access the account and my “services are on hold”.

I have received the confirmation email from Public Mobile that I have been charged. And I have gone to my online banking to confirm that - yes - the funds have been charged to my card.

Can I please have this fixed? Thank you

Re: @CS_Agent - 90 day subscription put on hold 1 hour after payment

mojorising — Tue, 17 Oct 2023 09:19:46 GMT

contact a CS Agent at the link below.

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

Re: @CS_Agent - 90 day subscription put on hold 1 hour after payment

HALIMACS — Tue, 17 Oct 2023 09:39:06 GMT

@slickist

Did you try the normal troubleshooting measures such as:

rebooting your device,
resetting Network connections,
toggling airplane mode on and off,
removing and reinserting your sim card if you are using a physical Sim card.

Also, can you confirm that none of your other calling services work? Calling in and out and texting in and out?

Re: @CS_Agent - 90 day subscription put on hold 1 hour after payment

EdN — Tue, 17 Oct 2023 14:08:33 GMT

Can you still make calls and text? Sometimes on plan renewal the night before / morning of I will see a message on my account that it has been suspended. I am still getting signal and can call and text. The message usually clears up a bit later.

Re: @CS_Agent - 90 day subscription put on hold 1 hour after payment

slickist — Tue, 17 Oct 2023 19:13:17 GMT

Thank you, that was the link I needed - the one from the ChatBot went to error messages.

Services are now working but I am double charged on my credit card so have to work tha out.

Thank you

Re: @CS_Agent - 90 day subscription put on hold 1 hour after payment

slickist — Tue, 17 Oct 2023 19:17:27 GMT

Thank you. Tried all of those except the physical sim as this is all eSim related. Turns out Bell’s eSim was “bound” to my phone - 3 service agents for Bell could not fix it.
Found the iPhone setting to “remove all eSims” which did it after a reboot - then bought a new PM eSim.
All good except that my credit card shows as double-billed for the subscription so now to work that out.

thank you again

Re: @CS_Agent - 90 day subscription put on hold 1 hour after payment

slickist — Tue, 17 Oct 2023 19:20:03 GMT

Thanks @EdN - unfortunately suspended and no services for call, text or data - but now working by steps listed under the topic.

thank you again

Re: @CS_Agent - 90 day subscription put on hold 1 hour after payment

EdN — Thu, 19 Oct 2023 18:19:02 GMT

Glad you were able to fix the problem, sounds like something on Bell's end. Unfortunate you had to purchase a second esim. Hopefully customer service will be able to reverse the charge on the extra subscription. I've been a PM customer for 4.5yrs, never had any service or billing issues 😊