topic Re: Referral removed in Get Support

Referral removed

Raptor122 — Tue, 07 Nov 2023 15:52:50 GMT

I've lost a referral for a while now. Maybe around the time when public changed platforms or added the new rewards system. I did not change. Both plans are active.

What happened? No ...neither account was suspended. Neither was ported. Neither was cancelled. I DID have it as a referral at $1 a month and all of a sudden it's gone. Thoughts?

Re: Referral removed

TheSterlinger — Tue, 07 Nov 2023 15:54:01 GMT

Not sure what the problem could be maybe try talking to a CS agent.

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

Re: Referral removed

will13am — Tue, 07 Nov 2023 15:55:05 GMT

@Raptor122 , go into the rewards portal and check if the referral has dropped off the list. If it has, use this link to message support and have them look into restoring it.

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

Re: Referral removed

Raptor122 — Tue, 07 Nov 2023 15:58:47 GMT

Been trying that but not getting anywhere.. my number ported in afterwards. But I made the referral upon activation...and then changed numbers. Thing is..it was active for over a year and valid in my rewards.

Re: Referral removed

hTideGnow — Tue, 07 Nov 2023 15:59:07 GMT

HI @Raptor122

Sound like you own those referred accounts yourself and you are certain they are still active?

If that is the case, it is easy to ask them back, just submit a ticket with CS agent and they should be able to add them back:

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

Re: Referral removed

Raptor122 — Tue, 07 Nov 2023 16:00:00 GMT

100%. Yes that is right.

Re: Referral removed

Yummy — Tue, 07 Nov 2023 16:00:38 GMT

Most likely your referral did not pay the bill - account suspended or cancelled service.

Check your Rewards and if all other rewards (loyalty, etc.) are in place that is the only explanation. Of course you can always ask agent but agent has same access to your account as you do.

Re: Referral removed

hairbag1 — Tue, 07 Nov 2023 16:01:02 GMT

@Raptor122

did you opt out of Rewards in favor of the new Points program ? If so, you get 1 point for every 30 days their account is in good standing.

Re: Referral removed

Raptor122 — Tue, 07 Nov 2023 16:03:34 GMT

As I said...no. It's been active the whole time. Never had a billing issue. Never stopped or cancelled. Never been suspended...I know because it's my own account..as is the referring account

Re: Referral removed

Hollister — Tue, 07 Nov 2023 16:05:48 GMT

@Raptor122

You need to contact an agent and have them add the referral back into your account.

Re: Referral removed

Raptor122 — Tue, 07 Nov 2023 16:09:56 GMT

No. 0.changes since 2020

Re: Referral removed

esjliv — Tue, 07 Nov 2023 19:26:23 GMT

@Raptor122 wrote:
Been trying that but not getting anywhere.. my number ported in afterwards. But I made the referral upon activation...and then changed numbers. Thing is..it was active for over a year and valid in my rewards.

@Raptor122 - you changed numbers? Maybe changing number broke the referral link? Now, of course it shouldn't do that. But I would as a CS_Agent if that is what happened. The referral should be linked to the public mobile account number, not the phone number.

Re: Referral removed

Raptor122 — Tue, 07 Nov 2023 19:40:49 GMT

Activated. Referred. I ported in either just before or just after. I think just before the referral. It was there for at least a year. But it's dropped. Support finally found the original assigned TN but as you said it isn't tied to the number but the account. So that doesn't make sense right

Re: Referral removed

esjliv — Tue, 07 Nov 2023 23:02:13 GMT

No it doesn't seem to make sense to me @Raptor122 .

Re: Referral removed

Raptor122 — Tue, 12 Dec 2023 21:08:18 GMT

After 4-5 agents giving me the same reply...finally found one who said yep it's a problem. Now my ticket has been sitting with tier 2 for 3-4 weeks....sigh

Re: Referral removed

Raptor122 — Mon, 22 Jan 2024 22:17:36 GMT

Back and forth on this since Nov...an agent finally wrapped their head around it. Escalated it they said to tier 3. But still no resolution. Unfortunately when I ask for updates the agent either doesn't understand the issue or can't give me an update. The root of the issue is that the referral was done and then I ported from Koodo. So essentially a backend number update. For a year I had the referral. Then it disappeared. I have 2 lines and it's my own referral. Neither line has been inactive since activation. So, we wait.