Account suspended...why?

[GregJ]

Hello:

I am traveling in the US.  My current plan is set up for autopay.  10 days ago I purchase a US roaming package.  I attempted to renew tha package yesterday.  I thought I had.  Today my phone stopped working.  I called 611 and attempted to add additional services, but I was informed that my account had been suspended.  I now have $80 in credit on the account after unsuccessfully trying add the US roaming package again.  My payment history shows that my account has been paid on a regular basis.  The webpage prompts me to reactivate my account with an addititional payment, but I already have an $80 credit on my account and a $0 balance.  What does it take to get my account reactivated?

[Anonymous]

 @darlicious : And I wonder about a failed payment after the fact and they finally got around to suspending the service. Hopefully the OP will report back.

[darlicious]

@Anonymous 

I suspect a glitch with the US roaming add on....as the plan and the US add on's expiration coincided. There is no reason for the OP's plan to suddenly expire and the account suspend mid cycle.....

[Anonymous]

iirc some of that shamozzle also had to do with expiration of legacy plans and the removal of a human on 611 for those customers. There was a while there of a whole mess.

[darlicious]

@GregJ 

Here's a thread from two years ago that talks about the launch of new plans causing a glitch that led to plan expirations in customers accounts in the middle of their cycle. It might help that whatever fixed that glitch might fix yours?

https://productioncommunity.publicmobile.ca/t5/Announcements/Updated-New-plans-launching-on-April-23...

( I am killing two birds with one stone with this link so you may want to start around page 5....)

[darlicious]

@GregJ 

I have sent you a private message with the name of the moderator that handled my similar account issue and the tech department reference number that will hopefully give pm an idea of how to fix your account.

[darlicious]

@GregJ 

Don't try anything else in your account. Only the moderators and the tech team can sort this out. You have a major account issue as your plan was not due to renew until June 7th. So there is going to be quite the investigation by pm to sort this out. Get them to at least get your service back up and running and give you the ability to get your roaming add ons.

I had a crazy account change happen once that changed my plan mid-cycle and would have lost service had I not had a balance to cover the surprise renewal. You have either had something similar happen or your plan expired when your US roaming add on expired.

They should probably comp you your next US roaming add on just for the huge inconvenience this is causing you.......but have some patience this is a very strange account issue.

[AE_Collector]

@GregJ 

Unfortunately you must have done the Change Plan Immediately option which does throw away the remainder of your previous month and charges/starts a new 30 day cycle on the new plan. I’m assuming the moderators will be able to fix it up.

You need to look at plans at some point anyway as there is a better $35 plan now (more included data) that you should be on. You will likely land on it once the moderators fix it all up.

AE_Collector

[Anonymous]

 @GregJ : Still no news on whether you tried the Lost/stolen. Did you manage to submit a ticket through the chatbot or did you just use private message? Quit throwing money at it. You have plenty of funds.

Edit: And I would be interested to know if you had a payment card problem around May 8th or shortly after.

[GregJ]

I have contacted the moderators, but I haven't heard anything back.  I attempted to change my plan to see if that would get rid of the expiration>  I didn't work.  Public charged me another $35 for the new plan.  My current plan was paid through 6/8.  And, the account is still in expired status.

[Anonymous]

 @GregJ : Yes, it's all clear on the pics you posted. Your account is in a weird state. Did you try the Lost/stolen? Did you contact the moderators?

Edit: yes, that's correct.

[GregJ]

I am fairly certain that if my online account indicates that my account is expired then my phone will remain disabled.

[GregJ]

Using the reactivation button is how I ended up with $80 credit on the account.  My balance payment balance is $0.  I will take my money, but not reactivate the account.

[AE_Collector]

So as others have said, the problem is not directly with the roaming add ons. The account has deactivated. You have tried clicking the “reactivate” button up in the box with the red exclamation mark? I’m not thoroughly versed in these problems but powering down and up (rebooting) as well as power down , remove and reinstall SIM card and toggling into and back out of Airplane Mode come up frequently as methods to restore suspended service.

AE_Collector

[Anonymous]

 @GregJ : Ok then. Yup. That's a puzzler. Did you try the Lost/stolen idea suggested a while ago? Plans & Add-ons tab, Lost/stolen tab, Suspend, log out, wait a minute or three, log in and back, Resume, log out, restart phone.

And of course you're tried that Reactivate Current Plan button.

Edit: and indeed, back to the subject line...why did it suspend on the 25th when it should have been good through to around Jun 8th or thereabouts.

You _have_ started the contact with the moderators by now right?

Edit again: curious "System issue" on Apr 8th. Did you have any troubles around then? I wonder if they had a payment card failure and halted your service after the fact.

[GregJ]

edited by computergeek541: picture removed

[GregJ]

[Anonymous]

 @GregJ : Pics. As you may have already seen, you can't buy add-ons on a suspended account. So the roaming matter is moot until you reactivate the account.

[GregJ]

My regular plan is suspended.  Public is having no difficulty charging my credit card and applying it to my account.  I have a $0 account balance and $80 in credits have been charged to my card trying to get the account reactivated.

[Anonymous]

 @GregJ : Pictures say a thousand words. Can you post screenshots of your overview page and Payment history here (not payment card). Blank out personal info of course.

[GregJ]

No.  It is still suspended.

[hairbag1]

@GregJ...

yesterday someone asked if you can confirm if your regular plan (not the US add-on) is still Active. Have you been able to do that yet as an Active status would eliminate a known (but rarely happening) Autopay glitch.

[Anonymous]

 @GregJ : The first concern is the suspended account. Did you get that going?

[GregJ]

Thanks, I am still waiting.  I will give it until noon PST today and then contact the moderators.  That is 24 hours after my roaming add on expired.

[AE_Collector]

People have a hard time understanding that PM is not a struggling ”little guy” doing everything possible to give customers a great experience with hopes of showing the “big guys” how it’s done and ultimately becoming one of the Big Guys. 

PM is a bargain basement provider owned by a Big Guy who makes sure that to some extent you have to work for the “bargain price” so that not too many of the companies bigger budget customers are enticed to same some $$ by switching down to PM. PM is very much a niche player who provides basic service in Canada, even more basic roaming within the USA, no roaming anywhere else, long distance calling from Canada to relatively few other countries, limited support, etc....

Many things that one would think could easily be “improved, added, or fixed” are the way they are on purpose....

AE_Collector 

[BlueB]

@GregJ 

This may be something you can suggest to Public Mobile for the future for everyone who may be in a similar situation. 

In some ways, this makes sense, also considering the fact that Public Mobile is a budget no-frills provider.  🙂

[darlicious]

@GregJ 

When you log into your account does it say suspended? Was your renewal last night? If so you may have had an autopay failure. If clicking on reactivate does not renew your plan then go to the plans or usage page. Click on lost/stolen. Suspend your service. Log out/in. Resume your service. Your account should now say active. Log out and reboot your phone.

The community has been trying to determine if you can add your next 10 day roaming add on just after midnight eastern or if you have to wait the full 24 hours after your previous one expires. If you happen to try just after midnight please report back if you were successful or not. Enquiring minds have been dying to figure this out for more than a year now.....

[esjliv]

---

@GregJ wrote:

Wow, that is an unimpressive product.  It's no big deal.  I don't need my phone for 24 hours.  I'm down here for work!

---

@GregJ ,

If you are still having issues tomorrow obtaining another roaming addon contact the Moderators to have it added for you.

You could even submit the ticket this evening if you want to get the ball rolling.

To contact the Public Mobile Moderator_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

[GregJ]

Wow, that is an unimpressive product.  It's no big deal.  I don't need my phone for 24 hours.  I'm down here for work!

[Anonymous]

 @GregJ : I think there's a coincidental overlap with an account suspension. Please post a screenshot of your overview page and Payment history here (not payment card). Blank out personal info of course.

Where do you see $80 and where do you see $0?

[Spudster · Accepted solution]

@GregJ 

A troubling feature of the roaming add-ons is there may be a 24 hour delay between the expiration of one before one can purchase it again.

By tomorrow morning, you should be able to add another US roaming add-on.

Before trying again, clear your cache and cookies, and try using an incognito tab.

You should be good to go then!!!