topic Re: Suspended service in Get Support

Suspended service

Trevorn — Sun, 25 Jan 2026 04:24:17 GMT

I just signed up for the 50% off promo on the website and paid. After it directed me to the app for the esim and porting my number.

Seems like it all went well except I have no service? In the app it says "Your services are on hold due to the expiration of your subscription. If your services are on hold for more than 90 days, your account will be closed permanently and you'll lose your phone number" and asking me to pay again.

Is this happening to anyone?

Re: Suspended service

hairbag1 — Sun, 25 Jan 2026 04:25:48 GMT

@Trevorn

use this link to message Customer Support..

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

Re: Suspended service

Trevorn — Sun, 25 Jan 2026 04:27:17 GMT

sent! thanks hope they reply soon

Re: Suspended service

hTideGnow — Sun, 25 Jan 2026 04:27:26 GMT

hi @Trevorn

did PM charge you the half price when you first subscribed? Some had similar issue

you need to check with PM support agent and they can fix it. 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: Suspended service

Trevorn — Sun, 25 Jan 2026 04:28:46 GMT

yup was charged $22.40 and its asking me to pay the same amount again.

thanks! sent a message to the agent 🙂

Re: Suspended service

hairbag1 — Sun, 25 Jan 2026 04:29:59 GMT

@Trevorn wrote:
sent! thanks hope they reply soon

the roll-out of the 50% Off promo got messy quick and Customer Support is busy putting out resulting fires...could be several hours before they respond to your question.

Re: Suspended service

Trevorn — Sun, 25 Jan 2026 04:38:55 GMT

actually it looks like my account isn't showing the 50% off promo either so thats prob why its not working. I still owe $20 for the full $40 plan even though i signed up for the 50% off plan

Re: Suspended service

ryan0130 — Sun, 25 Jan 2026 04:40:10 GMT

It happens to me and my friend. But for my friend he submitted the ticket and wait until the problem resolved. By approximately 2 hours later they reactivated his 50% promo and his plan, and was already in used.

For me, I paid the full price so it can be activated instantly. I also submitted the ticket to report they charged me for full price, but still nothing resolved from their end.

so I guess if you are not in rush to use your phone service, you could just submit the ticket and let them activate your promo offer to avoid double pay.

Re: Suspended service

Trevorn — Sun, 25 Jan 2026 04:41:35 GMT

okies thanks! glad to know they are working it out

Re: Suspended service

Farhan74 — Sun, 25 Jan 2026 05:08:31 GMT

Facing with the same issue. Had to pay twice to have an active service.

Re: Suspended service

hTideGnow — Sun, 25 Jan 2026 05:10:46 GMT

hi @Farhan74

no worries, it is half price and PM agent will sort it out. So, 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 unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
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: Suspended service

Farhan74 — Sun, 25 Jan 2026 05:19:42 GMT

Thank you. I have sent a message to cs agent