topic Re: Service disconnected. in Get Support

Service disconnected.

Chinenye — Sun, 24 Nov 2024 18:48:51 GMT

Has anyone ever experienced a situation where you are on auto payment for Phone renewal. Your line is disconnected. You call your bank, they said the fund is approved but their is a block from your provider(public mobile). Now my phone is disconnected, I can't make a call or receive a call. Very frustrating.

Re: Service disconnected.

hTideGnow — Sun, 24 Nov 2024 18:51:09 GMT

hi @Chinenye

Yes, Autopay fails sometimes for many of us

when this happen, you will have to login My Account and make a payment manually. Just click on Pay and Resume services to make a payment and resume

Re: Service disconnected.

Handy1 — Sun, 24 Nov 2024 18:51:48 GMT

@Chinenye You didn’t do a charge back did you ?
but auto pay sometimes fails just log into the account and hit pay now and resume button

If you don’t see that button you can

use this link to load funds and trigger the renewal

https://myaccount.publicmobile.ca/en/account/payment/funds/card

only other option is to buy payment voucher from shoppers drug mart 7-11 shell gas station and load the funds *611 to resume service right away

Re: Service disconnected.

DennyCrane — Sun, 24 Nov 2024 18:52:03 GMT

Auto pay can fail from time to time, but I'm not sure what your bank means when they say the payment is approved but Public Mobile has a block. They wouldn't know that.

Have you logged into your Public Mobile account to see what's going on and make a manual payment?

Re: Service disconnected.

Chinenye — Sun, 24 Nov 2024 18:54:01 GMT

@hTideGnow if I make the payment manually, then I would have paid public mobile twice as my bank said that Public mobile is blocking the transaction. The money has left my account.

Re: Service disconnected.

hTideGnow — Sun, 24 Nov 2024 18:55:44 GMT

hi @Chinenye

no, you wont. If the initial transaction worked, then the service would not be suspended. For the Autopay issue, PM was unable to get the money from the credit card (likely problem on PM side and not the bank side)

So, make a payment and resume service. Wait couple days and check the credit card. Just in case it got double charged, you can ask PM for refund

Re: Service disconnected.

DennyCrane — Sun, 24 Nov 2024 18:59:58 GMT

@hTideGnow Agreed. And even if it did already charge, worst case you have an account credit for next month. I doubt it charged either though.

@Chinenye When you say your line is disconnected, do you mean your phone service doesn't work? Or it says it's on hold when you login but your phone still works?

Re: Service disconnected.

BKNS27 — Sun, 24 Nov 2024 19:01:32 GMT

@Chinenye

I would suggest you login to your account and see if the Subscribe button is enabled. If not, enable (turn it on) it so it will continue to pay future bills.

Re: Service disconnected.

Chinenye — Sun, 24 Nov 2024 19:04:41 GMT

@Handy1 my service is not on hold. On the payment tab, the amount was received but there was no top up on my account but Hector has helped me activate my line again. Thanks for tour suggestions

Re: Service disconnected.

computergeek541 — Sun, 24 Nov 2024 19:32:46 GMT

Re: Service disconnected.

computergeek541 — Sun, 24 Nov 2024 19:33:39 GMT

Re: Service disconnected.

computergeek541 — Sun, 24 Nov 2024 19:35:05 GMT

Re: Service disconnected.

computergeek541 — Sun, 24 Nov 2024 19:36:12 GMT

Re: Service disconnected.

computergeek541 — Sun, 24 Nov 2024 19:37:15 GMT