topic Re: Subscription Issue in Get Support

Subscription Issue

quobby_Nana — Mon, 23 Dec 2024 18:10:24 GMT

I was due for a renewal today and before I topped up with a voucher, I noticed a new subscription for 35$ for 75GB and US/Mexico roaming. I subscribed to that and loaded my voucher. The voucher has been used but my service has still not been activated.

Kindly help out if you have any idea.

Thank You

Re: Subscription Issue

eddieO — Mon, 23 Dec 2024 18:13:15 GMT

@quobby_Nana try rebooting your phone first, that might fix it. If not you will need to open a ticket through the Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: Subscription Issue

slusagm — Mon, 23 Dec 2024 18:46:26 GMT

Just open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

ask them to confirm if the plan was renewed

Re: Subscription Issue

hTideGnow — Mon, 23 Dec 2024 18:15:10 GMT

hi @quobby_Nana

is that on your Change Subscription page on My Account? If it is, then you can schedule a plan change for next cycle (30 days later)

but if it is not there, then sorry, you cannot change to it and even PM support won't help

Re: Subscription Issue

kb_mv — Mon, 23 Dec 2024 18:18:41 GMT

@quobby_Nana wrote:
I was due for a renewal today and before I topped up with a voucher, I noticed a new subscription for 35$ for 75GB and US/Mexico roaming. I subscribed to that and loaded my voucher. The voucher has been used but my service has still not been activated.
Kindly help out if you have any idea.
Thank You

@quobby_Nana Did you add the voucher AFTER your services stopped because of insufficient funds? If you added the voucher after this point, you need to manually apply the payment in your account.

Re: Subscription Issue

quobby_Nana — Mon, 23 Dec 2024 18:19:40 GMT

I cannot apply the payment. It has been used up

Re: Subscription Issue

slusagm — Mon, 23 Dec 2024 18:33:00 GMT

so, was the problem resolved?

go to Payment history, did it show you loaded the voucher? did it show it used the fund for renewal?

can you post screenshot?

Re: Subscription Issue

quobby_Nana — Mon, 23 Dec 2024 18:36:19 GMT

Take a look.

Re: Subscription Issue

slusagm — Mon, 23 Dec 2024 18:45:42 GMT

yes, the money was used to renew the plan.

Re: Subscription Issue

quobby_Nana — Mon, 23 Dec 2024 18:43:06 GMT

I don't want any different one. After the money was used, I logged out and logged in. I restarted my phone.. and refreshed 1000 times.. but subscription is not active.. See photo attached

Re: Subscription Issue

slusagm — Mon, 23 Dec 2024 18:45:18 GMT

reboot the phone and see if service works (from the top status bar, it looks like it is)

for the showing of the plan, maybe browser cache. Try not just log out but use browser with Incognito mode and check again. And try checking with PM app

Re: Subscription Issue

slusagm — Mon, 23 Dec 2024 18:47:05 GMT

and if you call 1855-4PUBLIC from another phone, then enter your phone number, the system should tell you the plan is active and next renewal is 30 days later

Re: Subscription Issue

quobby_Nana — Mon, 23 Dec 2024 18:50:55 GMT

What is the full phone number?

Re: Subscription Issue

quobby_Nana — Mon, 23 Dec 2024 18:51:34 GMT

I can't make calls.. And I logged in with a different account and still not working

Re: Subscription Issue

slusagm — Mon, 23 Dec 2024 18:52:26 GMT

call 1855-4PUBLIC from another phone, then follow the prompt and enter you phone number, it will tell you if your account is suspended. If it is active, it should tell you your next renewal date is Jan 2025

Re: Subscription Issue

slusagm — Mon, 23 Dec 2024 18:53:39 GMT

@quobby_Nana wrote:
I can't make calls.. And I logged in with a different account and still not working

then you have to open ticket with support and wait for them to check

but while you are waiting, try your sim card in another phone and check if you can call and if mobile data works