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Public Mobile

[KNOWN ISSUE] Select customers affected by slower renewal process

10:30 ET - November 19, 2018

 

Hey Community,

 

If your plan is renewing between November 19- 21, 2018, and you sign into Self-Serve, you may notice that your plan is showing an expired state, despite the fact that you’ve made a payment equal to the amount due. This is a result of system maintenance that’s causing the renewal process to take longer than usual. You will not lose access to your services during this time and you can continue using the talk, text and data included in your plan as you normally would.

 

However, there are two things you need to know if you fall into the above category:

 

  • Your plan should move from ‘Expired’ to ‘Active’ by 1PM ET on the day of your renewal. Our system is currently slower than normal, but will catch up by this time.

 

  • When you are in an ‘Expired’ state, you’ll be unable to purchase Add-Ons.

 

We apologize for any inconvenience caused and thank you for your patience.

 

-Public Mobile Community Team

 

 

Oracle

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

@Brooke_C, thanks for the update and explanation.  If for some reason someone absolutely needs an addon while expired and during this time are they able to purchase them through a moderator or 611.  Or is there no way to purchase addons during this time


* I am happy to help, but I am not a MOD please do not include any personal info in a private message to me, click here to private message a Moderator *
Mayor / Maire

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

 @Brooke_C:

Do you actually mean suspended like the pseudo-suspended that happens at midnight or are you in fact saying the status will show Expired like the red Expired that happens at 7pm ET the whole time?

Mayor / Maire

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

@z10user4, everything in the original post states expired.  I would assume they mean expired.

Mayor / Maire

Re: [KNOWN ISSUE] Select customers affected by slower renewal process


@stonechucker wrote:

@z10user4, everything in the original post states expired.  I would assume they mean expired.


What's that about assume? Smiley Happy

 

Mayor / Maire

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

@z10user4, the final step before renewal is complete is the Expired stage.  Why would it be in suspend, if Brooke has said expired 3 times?

Mayor / Maire

Re: [KNOWN ISSUE] Select customers affected by slower renewal process


@stonechucker wrote:

@z10user4, the final step before renewal is complete is the Expired stage.  Why would it be in suspend, if Brooke has said expired 3 times?


I don't know why you're picking a fight. I understand that plans go to Expired state first. Then they go to a pseudo-suspended state. Then they get the payment and renew.

My question for clarity in light of your comments is...is the status going to stay as Expired throughout this time rather than the normal pseudo-suspended?

How's that? Is that better? I can read that she said expired repeatedly. I just wonder if that's what's going to happen. I try not to assume. It's hard sometimes but there it is. People do type things that might not be clear from time to time.

Good Citizen / Bon Citoyen

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

My plan expired on Nov.18 but I didn’t pay it till the 19th @ 12:30am but I have not yet received my service back. Online it shows I paid and I’m active.

Mayor / Maire

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

@Patrick4, have you tried a reboot of your phone, as funny as that sounds, it could be the fix.

 

Also, you can attempt setting your service to LOST for 5 minutes, then returning it to FOUND to see if that works for you.

Good Citizen / Bon Citoyen

Re: [KNOWN ISSUE] Select customers affected by slower renewal process

I have tried the reboot a few times but I’ll try the lost and found thanks.