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Great Neighbour / Super Voisin

Re: System maintenance – On August 12 2019, 10:00 PM ET – August 13 2019, 8:00 AM ET

Thanks for the heads up! I don't check my account online often but it's good to know in advance that the site will be down. Smiley Happy

Good Citizen / Bon Citoyen

Re: System maintenance – On August 12 2019, 10:00 PM ET – August 13 2019, 8:00 AM ET


@dabr wrote:

@hairbag1 wrote:

FWIW...my last renewal (Aug 5th ) was successfully completed while System Maintenance was in progress. I made sure there's sufficient $$ in Available Funds and I'm am happy to report that renewal went without a hitch....surpisingly !!

Go figure.


@hairbag1  Same here, renewal on one of the accounts coincided with the system maintenance, was a little concerned about any problems with both events occurring at the same time, however, happy to report everything went smoothly with the autopay enabled payment.  And relieved, I might addSmiley Happy


I'm glad there were no issues for you @dabr during the last system downtime.

 

However, would you please clarify that you did absolutely nothing, your auto-pay kicked in automatically as it should, you did not make any sort of payment manually prior to the autopay date, and your plan renewed without any issues.

 

The public announcement states: "...won't be able to do the following: Access your Self-Serve account; Activate a new account.." which should imply that autopay should still kick in even during the maintenance.

 

I haven't signed up for any alerts and don't always check the Announcements but shouldn't we expect the autopay to work still as the Announcement only says access to self-serve and new activations will be affected?

Mayor / Maire

Re: System maintenance – On August 12 2019, 10:00 PM ET – August 13 2019, 8:00 AM ET


 

@chkha wrote:

@dabr wrote:

@hairbag1 wrote:

FWIW...my last renewal (Aug 5th ) was successfully completed while System Maintenance was in progress. I made sure there's sufficient $$ in Available Funds and I'm am happy to report that renewal went without a hitch....surpisingly !!

Go figure.


@hairbag1  Same here, renewal on one of the accounts coincided with the system maintenance, was a little concerned about any problems with both events occurring at the same time, however, happy to report everything went smoothly with the autopay enabled payment.  And relieved, I might addSmiley Happy


I'm glad there were no issues for you @dabr during the last system downtime.

 

However, would you please clarify that you did absolutely nothing, your auto-pay kicked in automatically as it should, you did not make any sort of payment manually prior to the autopay date, and your plan renewed without any issues.

 

The public announcement states: "...won't be able to do the following: Access your Self-Serve account; Activate a new account.." which should imply that autopay should still kick in even during the maintenance.

 

I haven't signed up for any alerts and don't always check the Announcements but shouldn't we expect the autopay to work still as the Announcement only says access to self-serve and new activations will be affected?


Yes, auto pay should still do it's job and kick in if funds are needed for renewal. But, honestly, why taking the risk that it might not, and then deal with a suspended account, when you know about the maintenance and it's super easy to make a manual payment or top up with a voucher?

 

BTW, there is a way to get notified of announcements - here is the relevant information: https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/Re-How-to-get-notified-of-ANY-New-Promo...

Deputy Mayor / Adjoint au Maire

Re: System maintenance – On August 12 2019, 10:00 PM ET – August 13 2019, 8:00 AM ET


@chkha wrote:

@dabr wrote:

@hairbag1 wrote:

FWIW...my last renewal (Aug 5th ) was successfully completed while System Maintenance was in progress. I made sure there's sufficient $$ in Available Funds and I'm am happy to report that renewal went without a hitch....surpisingly !!

Go figure.


@hairbag1  Same here, renewal on one of the accounts coincided with the system maintenance, was a little concerned about any problems with both events occurring at the same time, however, happy to report everything went smoothly with the autopay enabled payment.  And relieved, I might addSmiley Happy


I'm glad there were no issues for you @dabr during the last system downtime.

 

However, would you please clarify that you did absolutely nothing, your auto-pay kicked in automatically as it should, you did not make any sort of payment manually prior to the autopay date, and your plan renewed without any issues.

 

The public announcement states: "...won't be able to do the following: Access your Self-Serve account; Activate a new account.." which should imply that autopay should still kick in even during the maintenance.

 

I haven't signed up for any alerts and don't always check the Announcements but shouldn't we expect the autopay to work still as the Announcement only says access to self-serve and new activations will be affected?


@chkha  Yes I can confirm that I did absolutely nothng and yes autopay worked perfectly as it is supposed to.  

 

So I can only confirm what my personal experience has been with autopay, that is I've never had any issue with autopay not going through, nor had any interruptions in service before, during or after autopay for renewal of my plans. 

 

One account was activated over 16 months ago, another has been active for at least 8 months and couple of temporary accounts which had/have been active for less than 6 months.  All accounts had autopay enabled, all accounts have never had an issue with autopay not working and none of the accounts have had interruption of service. 

 

However, there are many users who like to pre-load funds, even with autopay enabled, just to preempt any issues from occurring.  Perhaps because of their long term involvement within the community they have read of many users who have had problems with payments not going through, even with autopay enabled. 

 

I think it's very much a personal perspective and preference.  My suggestion would be to set autopay and don't worry about it, but be aware of how much credit is available on your CC at all times and when the expiry date is.   Or you can do as others suggest and preload some funds a day or two ahead of renewal. 

 

Whatever you feel the most comfortable with is what you should choose, but that's JMOSmiley Happy

Re: System maintenance – On August 12 2019, 10:00 PM ET – August 13 2019, 8:00 AM ET

Remember, AutoPay is only 1 portion of the full renewal process.

 

Step 1- payment date, last day or current cycle.

 

When renewal process begins, waiting rewards are converted to available funds, and added to any other funds already available.

 

Step 2

 

Query to determine required funds to renew current plan.  Total cost minus Available funds, difference is balance due.

 

Step 3 if amount due is $0 or less, reactive plan as currently selected and end process.

 

Step 4, Amount due is greater than $0, wait for manual top up payment, prior to reactivating plan.  End Process

 

Step 5, If no payment is received via one time payment from credit or visa debit, or voucher payment, check for AutoPay option approved/not approved. If approved, Charge payment card outstanding balance and apply to payment to activate plan.  End process.

 

Step 6, If Paymemt declined via AutoPay, suspend or expire plan, await top up payment and réactivation of plan manually.  End process.

 

Step 7, If AutoPay not enabled, Expire plan.  End Process.

 

Step 8, Await payment for 90-days suspension period for payment and réactivation.

 

Step 10, If 90-day suspension period has been completed without réactivation, Expire account, disable SIM, deassociate telephone number, and return number original carrier of phone number to await activation on new calling service.  End Process. Renewal process Fully Complete.

 

I have not included a plan change at time of renewal, so many more steps to add to above.

 

As you can see, AutoPay *may not* run for a successful renewal, however if Activated, whether or not it’s processed, the reward will be available until plan is expired.

Mayor / Maire

Re: System maintenance – On August 12 2019, 10:00 PM ET – August 13 2019, 8:00 AM ET

 @stonechucker 

The plan "expires" anyway at about 8pm ET. The plan suspends anyway at midnight ET. Other than steps 6 and 7...nicely done.

Great Neighbour / Super Voisin

Re: System maintenance – On August 12 2019, 10:00 PM ET – August 13 2019, 8:00 AM ET

I just paid my account and I'm getting an error message that my account is inactive ... to dial 611, so I do and amount owing is 0

Why?

Mayor / Maire

Re: System maintenance – On August 12 2019, 10:00 PM ET – August 13 2019, 8:00 AM ET

@conniegauthier1 

More details may be helpful.  Were you late for the payment?  Is there any available funds?  Maybe screenshot your payment history page (omit personal information).

 

You might want to try the lost/stolen phone trick.  It will reset your SIM/plan.

To report your phone  lost/stolen.  Login to your account.  Choose Plans and Add-ons tab. Then choose Lost/Stolen Phone tab.  The choose Suspend Service tab.  Logout.  Wait few minutes.  Login in and report your phone found.  Reboot phone.

Deputy Mayor / Adjoint au Maire

Re: System maintenance – On August 12 2019, 10:00 PM ET – August 13 2019, 8:00 AM ET


@conniegauthier1 wrote:

I just paid my account and I'm getting an error message that my account is inactive ... to dial 611, so I do and amount owing is 0

Why?


If your phone services are working then you can disregard the error messages which seem to show up during payment/renewal cycle.  However, if your service is interrupted, then you can try the workarounds suggested or contact Moderator_Team.

Re: System maintenance – On August 12 2019, 10:00 PM ET – August 13 2019, 8:00 AM ET


@conniegauthier1 wrote:

I just paid my account and I'm getting an error message that my account is inactive ... to dial 611, so I do and amount owing is 0

Why?


It's almost 24 hours later, and this system maintenance hasn't happened yet, so it's not related to the maintenance period coming tonight.

 

Is your service now working?  Do you see a reactivate button?  Let us know.