topic Re: Service is paid but plan not renewing in Get Support

Service is paid but plan not renewing

cybersodomy — Wed, 13 Aug 2025 18:36:24 GMT

I need an adult!

Re: Service is paid but plan not renewing

hairbag1 — Wed, 13 Aug 2025 14:54:34 GMT

from the sounds of your question, your regular plan renewal occurred but you have no service...correct ? Try rebooting your cell. If that doesn't help do a network reset...hopefully either will help you.

Re: Service is paid but plan not renewing

ORNGNBLK — Wed, 13 Aug 2025 14:54:55 GMT

@cybersodomy do you services still work? any issues with calls., data or text. Can you provide a little more info as to how you know its not renewing

Re: Service is paid but plan not renewing

cybersodomy — Wed, 13 Aug 2025 14:58:39 GMT

I can provide more information yes. Can’t call, text or use data. I will try the network reset suggestion someone else made. Do you have any suggestions?

Re: Service is paid but plan not renewing

hairbag1 — Wed, 13 Aug 2025 15:03:21 GMT

@cybersodomy

if the suggestions provided don't help, you can start process of Customer Support by clicking the orange bubble on lower right side of the page. On rare occasions, the autopay feature of Public Mobile can fail.

Re: Service is paid but plan not renewing

hTideGnow — Wed, 13 Aug 2025 15:05:08 GMT

hi @cybersodomy

you can also try to call 1-855-4PUBLIC from another phone, enter your phone number and the voice system would confirm if your account is active or stuck with renewal

if you need PM support agent to help, submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Service is paid but plan not renewing

CSA_PM — Wed, 13 Aug 2025 15:18:44 GMT

Thank you for the escalation! The customer is already in contact with an agent.

Re: Service is paid but plan not renewing

hairbag1 — Wed, 13 Aug 2025 15:23:39 GMT

@CSA_PM wrote:
Thank you for the escalation! The customer is already in contact with an agent.

Would be nice to know if problem was autopay glitch or something else.

Re: Service is paid but plan not renewing

BKNS27 — Wed, 13 Aug 2025 15:36:40 GMT

@cybersodomy

There could be an outage in your area. Check the outage map.

https://istheservicedowncanada.com/status/telus/map

Re: Service is paid but plan not renewing

cybersodomy — Wed, 13 Aug 2025 15:38:00 GMT

Might be maybe. Funds have been in the account and not converted into plan.

Re: Service is paid but plan not renewing

cybersodomy — Wed, 13 Aug 2025 15:40:54 GMT

Not autopay because I prepay. Just public mobile doing public mobile stuff

Re: Service is paid but plan not renewing

hTideGnow — Wed, 13 Aug 2025 15:41:56 GMT

hi @cybersodomy

look like agent already talking to you, any progress?

Re: Service is paid but plan not renewing

cybersodomy — Wed, 13 Aug 2025 15:43:33 GMT

No progress. Fires in my area but I doubt the system wouldn’t accept my prepayment because of a service outage. The system just isn’t acknowledging my payment.