Issues with setting up an account

[VJB]

My SIM card arrived on Monday and I immediately started to set up my account. 

First, though it was set up on August 29th, my account is being billed a 30-day period starting on the 28th - I'm losing a day on my plan - why did they start it the day prior to when I got my card?

Second, I am able to make outgoing calls, but all incoming calls are going to voicemail.  I tried the trick suggested of putting the SIM into another phone and switching back - 2 phones... no go.  So I opened a service order to find out what's going on.  I checked with my old provider who says they have released the number for porting.

Service got back to me yesterday (Wednesday - now 2 days into it) and they said that the line will be operable next Tuesday, September 6th!  That is 8 days without receiving a call which my business relies on.  Info says a delay of 1 to 3 days may be expected... but 8??  That's simply not acceptable.

[esjliv]

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@VJB wrote:

My SIM card arrived on Monday and I immediately started to set up my account. 

First, though it was set up on August 29th, my account is being billed a 30-day period starting on the 28th - I'm losing a day on my plan - why did they start it the day prior to when I got my card?

Second, I am able to make outgoing calls, but all incoming calls are going to voicemail.  I tried the trick suggested of putting the SIM into another phone and switching back - 2 phones... no go.  So I opened a service order to find out what's going on.  I checked with my old provider who says they have released the number for porting.

Service got back to me yesterday (Wednesday - now 2 days into it) and they said that the line will be operable next Tuesday, September 6th!  That is 8 days without receiving a call which my business relies on.  Info says a delay of 1 to 3 days may be expected... but 8??  That's simply not acceptable.

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Yes @dust2dust and, VJB has a good case showing where the starting date is off, and supporting your post.

They activated on August 29th, but their My Account shows starting date August 28th (um, they had NO services the day prior to activation...messed up dates/system there, i'd say).

To add support that the end date (Sept 21, 2022 in below example) seems correct, compare these dates in your respective accounts. 

#1 = MY ACCOUNT shows below end date:

#2 = MY REWARDS shows the start date of next cycle:

[dust2dust]

@esjliv- In my opinion, the problem is with the start date. The end date is fine if you think of it going to 11:59pm eastern. In VJB's images, his plan will end on the 27th at 11:59pm and his payment will happen overnight to the 28th as his other image shows.

11:59pm eastern is the same with the deactivation date you see when suspended. But I won't be exploring that boundary.

The old system used to say pay before. That was also fine as the date shown was the first day of the new 30 days.

[esjliv]

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@VJB wrote:

I see what you mean.  In that case, both are incorrect.  It should be August 29th to September 28th with the next 30-day payment coming out the morning of September 29th.

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@VJB  - i concur with members that dates are not showing accurately.

August 29th to September 28th = 31 days (including the start and end day)

https://www.timeanddate.com/date/durationresult.html?m1=8&d1=29&y1=2022&m2=9&d2=28&y2=2022&ti=on

It is still really.

If you are not on autopay or don't have enough funds to cover your plan next renewal, I betcha you'd lose services on September 28th. Therefore, best to have funds in account (or be on autopay) before September 28th (essentially the first day of your next plan).

Here are the back to back "Current Plan Cycle" dates for one account. August 22nd is overlapping.

To me, this is how a Post Plan account should show, but not a 30 day cycle one. The dates showing should be the dates you prepaid and are covered for services for, IMO.

[darlicious]

@VJB 

Or reactivating. When I am reactivating after suspension I will wait until just after 9pm pacific to pay and reactivate so that I get a full day of service.

[VJB]

I guess that would make sense... since the first day is a portion of a day (whatever is left of it) the would need to start the day before in order to count as a full cycle.  It would only happen when signing up since renewals would always get a full 24-hour period for each day.

[dust2dust]

@softech- ....and the OP. I have another renewal tonight. The dates are all fine except that darn start date.

[softech]

@dust2dust  haha..  

and now I am waiting for my next renewal to see if my Plan cycle will be like what you see

[dust2dust]

@softech- lol Your first sentence seemed to be saying "yes we know quit repeating yourself". 🙂 So I thought um I was stating that to the OP of this thread - what are you on me for. 🙂

[softech]

@dust2dust   not to OP.. . .i was saying earlier today we were talking about the Plan cycle date issue

[dust2dust]

@softech- ?? I had replied that to the OP. ??

[softech]

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@dust2dust wrote:

The dates shown under the Plan Usage are half right...the back half. The end date indicates that your service ends at 11:59pm eastern on that day. The first date has been a stupid bug since the new system came out.

The other date, where is that from? I'm going to suggest that it's also right in that payment comes out in the early morning hours of that day.

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Yes @dust2dust  that was what you told me this morning.  I think somehow the system can only show a full month cycle there.  So, PM "fixed" the problem by moving the start date up (thinking no one will ever care) and leave the end date correct.  I guess that is good, at least people know which date to pay.

@VJB the CS agent's reply was not correct  You can reply the agent and ask him why PM is on a 31 days or full month cycle now (unless we all missed the change)

[darlicious]

@hTideGnow 

Lol... Yes you are confused it will be the 28th not the 29th! It moves back a day not forward today until you hit February.

[hTideGnow]

HI@darlicious  am I good now?  27, 28 , 29 , 30..  I am confused.  LoL

[darlicious]

@hTideGnow 

Lol... Best you fix that typo before you make it even more confusing!

[darlicious]

@VJB 

No it's not. The CSA forgot how to count because your service is 30 days not 31 days and there are 31 days in August so your renewal date moves back one day but it will be October 28th because there's only 30 days in September and then in November it will be the 27th. Along with December 27th then I'll be January 26th and February 25th and then with 28 days in February it will go to March 27th.

[hTideGnow]

HI @VJB   Keep the message, the CS agent was WRONG

that would be a  31 days period if your last payment was August 29th and next payment is Sept 29th

If you activated on August 29th, your cycle will end on Sept 27th  23:59 and PM will try to renew on early morning of Sept 28th  

August has 31 days and PM is running on a 30 days cycle

[VJB]

Interesting...

The other date is from my SIMon chat.

However - I just heard back from customer service that if I signed up on August 29th then I'm good to September 28th and the next payment is due on September 29th.  I believe that is the correct response.

I replied asking why my account doesn't reflect those dates and awaiting their reply.

[VJB]

I see what you mean.  In that case, both are incorrect.  It should be August 29th to September 28th with the next 30-day payment coming out the morning of September 29th.

[dust2dust]

The dates shown under the Plan Usage are half right...the back half. The end date indicates that your service ends at 11:59pm eastern on that day. The first date has been a stupid bug since the new system came out.

The other date, where is that from? I'm going to suggest that it's also right in that payment comes out in the early morning hours of that day.

[darlicious]

@VJB 

Well that is correct because your 30th day is September 27th. Because your plan expires at 11:59 p.m. Eastern on the 27th and your new plan day one will start on September 28th.

Edit:

There are 31 days in August. You're following renewal date will be October 28th because there are only 30 days in September.

[VJB]

@will13amand @darlicious Because you're being so helpful, I wanted to fill you in on what I've found.  I went to the SIMon chat and it says the next payment is due on September 28th, which is correct.  My account information shows it expires on the 27th, however. 

Here are images to show the discrepancy.

Not that I'm expecting you guys to solve this, but since you're so helpful this may arise again and you'll know that this can happen.... or maybe I can be of help to someone in future.  😉

[VJB]

Thanks for replying.
It was 1:30 PST, so 4:30pm EST on the 29th.  So I will need to find out why they started it on the 28th.  I understand starting that day, even if it's not a full day, but not the day previous.  Makes no sense.

@darlicious  answered the issue about the delay in service, thanks.  I also thought it was best to post something in case others have the same issue.

[VJB]

The original transaction took place at 1:30pm PST on Monday, August 29th. 
On Sunday the 28th there was no mail service to receive the SIM.

It was a "different" setup, possibly a VOIP.  That estimate should be noted in their estimated wait times IMO.  It simply says a landline could take up to 3 days as the longest expected time.

I agree that the long weekend added to the delay, but since I started on a Monday I expected it would be done by Thursday at the latest, which is 3 business days.

I appreciate your reply.

[will13am]

@VJB , the 30 day count down starts immediately upon successful activation.  I believe the cutoff time is based on EST.  If you activate late in the day, that first day can be very short unfortunately.  As for the delays in getting your account issues sorted out, there is not much the community can do to assist.  We are just customers helping customers.  

[darlicious]

@VJB 

The dates in your cell service account are incorrect as far as your billing cycle goes you can confirm the date by checking your transaction history for the date of your payment and that is the first day of your 30 days cycle.

Are you porting in a landline? Landlines generally are ported within two business days however depending on the type of landline you have it can take up to seven and possibly 10 days to port in. This also goes for VOIP provider phone numbers and other unusual phone lines. You're probably also suffering the delay of having ported in and extended over the upcoming long weekend.