topic Re: Plan Change/Reactivate trouble in Get Support

Plan Change/Reactivate trouble

ca — Tue, 04 Jan 2022 20:46:26 GMT

My payment was due today for another month of service.

I submitted payment and tried to changemy plan.

It is unclear to me whether a new month of service was activated.

I am trying to confirm whether this worked or not while I have access to internet in town, before I go home where I have no internet and need my phone activated.

thanks!

Re: Plan Change/Reactivate trouble

matbasm — Thu, 22 Mar 2018 23:56:25 GMT

Hi @ca. What do you see when you log into your self service portal? Does it show that there is an active plan in place? Does it show a Balance (top right of portal) in the amount of your payment?

Re: Plan Change/Reactivate trouble

Luddite — Thu, 22 Mar 2018 23:56:51 GMT

Login to your account and see if the new plan is Active. If so everyhting should be fine. If not, you will need moderator assistance. Click this: message to moderators to send a private message to the moderator team with your phone number, account PIN, and an explanation. Moderator hours are: Monday - Friday 9AM (ET) - 9PM (ET); Saturday - Sunday 9AM (ET) - 7:30PM (ET).

Re: Plan Change/Reactivate trouble

wetcoaster — Fri, 23 Mar 2018 00:07:32 GMT

Is your phone still working? Have you initiated a future dated plan change for your renewal?

Your amount due date is a day before your renewal date - you can confirm the renewal date is mentioned on the rewards page in your self serve account.

If you are on auto pay and have scheduled a future dated plan change the system will apply amounts available and rewards first and will charge any remaining balance to the registered credit card.

https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/EXPIRED-vs-SUSPENDED-AVAILABLE-FUNDS-vs-REWARDS-and-other/m-p/87391

Re: Plan Change/Reactivate trouble

ca — Fri, 23 Mar 2018 00:04:02 GMT

account status: plan expired

balance: $32 (amount i submitted today, cost of new plan)

i am not on autopay. I'm going month-to-month based on my needs which are changing each month.

I cannot figure out how to change and activate the plan.

Re: Plan Change/Reactivate trouble

matbasm — Fri, 23 Mar 2018 00:05:22 GMT

@ca, at this point you need to contact the moderators (as indicated by @Luddite). Your payment went in, but was not applied to your plan. Click here to send them a private message.
Information regarding the moderators team can be found by following this link.

Re: Plan Change/Reactivate trouble

ca — Fri, 23 Mar 2018 00:06:07 GMT

ok will do thanks

Re: Plan Change/Reactivate trouble

ca — Fri, 23 Mar 2018 00:07:11 GMT

how do i avoid this in the future?

I wanted to wait until today to pay/renew so as not to prematurely end last month's plan which ended yesterday. Now I'm not sure it was worth waiting.

Re: Plan Change/Reactivate trouble

wetcoaster — Fri, 23 Mar 2018 00:12:11 GMT

@cawrote:
how do i avoid this in the future?
I wanted to wait until today to pay/renew so as not to prematurely end last month's plan which ended yesterday. Now I'm not sure it was worth waiting.

Assuming that you know your needs / changes a couple of days before your renewal, go into your account, do a future dated plan change and make sure that you have sufficient funds in your account. The system will then change to the new plan on your regular renewal date.

You'd loose your remaining data prematurely if you'd to an immediate plan change prior to your renewal date.

Re: Plan Change/Reactivate trouble

matbasm — Fri, 23 Mar 2018 00:11:04 GMT

@ca, I believe you can put funds into your account at any time. On the renewal date, the system should just use the funds to do the renewal.

Re: Plan Change/Reactivate trouble

ca — Fri, 23 Mar 2018 00:11:51 GMT

thanks friends

Re: Plan Change/Reactivate trouble

ca — Fri, 23 Mar 2018 00:18:45 GMT

I am not getting any moderator responses.

Do I lose all information of any calls/texts sent to me while my phone plan has be deactivated today?

Re: Plan Change/Reactivate trouble

matbasm — Fri, 23 Mar 2018 00:36:55 GMT

@ca, moderator response will depend on their backlog. Not sure if your texts will held in the system or not, but I suspect they won't.

Hopefully you'll get a reply tonight before they leave for the day.