topic Re: Automated system in Get Support

Automated system

Belladexter — Mon, 30 Oct 2023 10:15:48 GMT

I dialled 611 to confirm payment and it still says my service has been disconnected and my balance is zero? Why?

Re: Automated system

softech — Mon, 30 Oct 2023 11:18:17 GMT

do you have the phone service now?

is today (Oct 30) your plan renewal date? Sometimes, the renewal could take long, it might not completed until 8am or ever 12pm ET. So, if today is the renewal day and you still have service, just wait couple more hours

But if today is not the renewal date, or you have no service, login My Account using Incognito mode and click Pay Now and Resume service and follow the prompts to pay

Re: Automated system

Belladexter — Mon, 30 Oct 2023 11:34:24 GMT

Thanks the weird thing is I still have service. It’s 7:30am est renewal was 6am but the “sorry” message on 611 is there. On the website it’s saying pay to resume. I’m confused (easy for me) 🙄

Re: Automated system

gpixel — Mon, 30 Oct 2023 12:31:35 GMT

@Belladexter

yes the system will continue to assume the customer hasn't paid. best solution is to ignore the self serve website and 611 warning till the afternoon. the easiest way to check is to make a regular call or text to confirm one has service