I renewed my plan and paid up. But my phone still doesn't make or receive calls. Help!

[KM5]

I renewed my plan and paid up. But my phone still doesn't make or receive calls. Help!

[darlicious]

@KM5 

Unless you made extra payments your card won't be charged again. The payment system will always take any plan amounts at renewal from the available funds in the balance first then only if there is still an amount owing to cover the plan amount will autopay charge the difference to the card.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

[BKNS27]

@KM5 

Good it worked out for you!

Keep an eye on your credit card charges. If you were double charged then contact the CS_Agent as instructed earlier.

BTW, did you setup your accounts on AutoPay and get $2 off each of your monthly bill (this could be $6 off/month for 3 accounts) and not worry about monthly payments?

[KM5]

Yup everything works now.  needed to put exact amount owing.  Hopefully the card wasn't charged multiple times

[KM5]

I think I figured it out.  I have to put the exact amount owing 

[KM5]

My son's says the plan expired.  This is what mine and my daughter's said and then I updated the credit card info and it says for both myself and my daughter that the account is suspended even though my phone works again and the credit card has been charged

[KM5]

It says my account has enough balance even though it is still suspended

[KM5]

It says suspended and I have submitted payment 3 times with credit card info

[BKNS27]

@KM5 

Login to your Self Serve account (the payment site you update their payment) and it will be under Account Status.

Does it indicate Active or Suspended?

[KM5]

??

[BKNS27]

@KM5 

We are normal customers like you and don't have access to your accounts. 

I would suggest you contact a CS_Agent (Public customer service agent) by clicking on the envelope icon on top of this page.

Could you also check your kids account to see if service is still active?

[KM5]

Did not work.  Do you want to check their phone numbers?

[BKNS27]

@KM5 

Try rebooting your kids phone and see if that helps.

Power off the phones then power back on.

[KM5]

I don't know. I have both their phones on autopay.  I renewed my daughter's phone number but couldn't remember my son's username or password.  Do I need to call in like I did for mine and make a manual payment from my daughter's?  And I am hoping I wasn't charged twice for making my manual payment and being on autopay..

[computergeek541]

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@KM5 wrote:

okay I see that my phone is working and the problem is my kids phones aren't.  

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The way that two different accounts in your household were having issues, I'm wondering if there could have been a network issue in your area. Sometimes, all it takes for service to start working again is to restart the device.

[KM5]

okay I see that my phone is working and the problem is my kids phones aren't.  

[KM5]

My daughters phone I also updated the credit card however couldn't remember the 4 number pin when I called to update so her phone doesn't work at all  for texting or phone

[KM5]

I just renewed tonight and my son's phone isn't working at all

[KM5]

Yes it appears it does

[computergeek541]

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@KM5 wrote:

I renewed my plan and paid up. But my phone still doesn't make or receive calls. Help!

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Does data and text messaging work?  When was your renewal?