New Port from Freedom Mobile - Suspended & Plan Expired??

[Kittys]

I just signed up with PM tonight and ported over from Freedom Mobile for the 6gb for 90 day unlimited plan + bonus 6GB for porting from Freedom.

I entered in the forms correclty and despite entering an email and password for Self-Serve, after the process I had to sign up again for Self-Serve by providing my number. I activated the account and it said  I would receive an email verfication, but I did not.  Despite that, I can still access the Self-Serve to view plan details.

When I reach the Self-Serve page, it says:

"Your account has been suspended. Make a payment to reactivate your current plan.
Suspended accounts are deactivated after 90 days if payment is not received. You will lose your phone number and service."

There is a link beside this to "reactivate plan".

"Account Status: Plan Expired

Amount due to top-up your previous plan $114.00
Plan Expiry Date: Jun 23, 2017
Account Deactivation Date: Jul 24, 2017
Current Balance: $6.00 "

When I signed up (with AutoPay), it said my plan renewal was in September.

What is going on and how do I proceed?  I need my number working and I signed up for the specific Freedom mobile promotion of 12gb/90 days.

[Cmac]

@Shazia_K @Mary_M @Jeremy_M @Babacar_W

I have just sent a private message but in my research see that the same issue as mentioned above is happening to my parent's newly created accounts.  They have not had service since this morning and I created and ported their public mobile accounts and numbers in the past week.  I am imagining the "expired service" is related to the porting since the credit card has been charged for each of their respective plans.  Please assist as they are technology-challenged and I am leaving them today!

Cheers,

Claire

[Kittys · Accepted solution]

It was fixed yesterday (27th) afternoon. The mod Shazia responded via message letting me know there were issues on their end with the transfer (at least in my case, I can't say that response applies to similar issues) and I'd receive a text when the transfer is complete. About an hour after that message I received the text. I did have to restart my phone and update my APN settings to receive full service.

Things seem to work fine although I do notice I am receiving less signal bars in my home than I did with Freedom mobile. Can't say yet how/if that affects service.

[beta]

@Kittys  Is your problem resolved?  I just ported my line over and have the same problem.  

[Kittys]

I sure hope so. Unfortunately the Wi-Fi calling won't help with my situation - the delivery I will miss requires me being able to use my phone which is tied to the apartment buzzer; I also need to be reachable if I'm out running errands and my daughter is being babysat 😞 So really hoping this can be resolved tonight or early tomorrow at the very least. 

[Luddite]

@Kittys Yes, very poor response. Based on my time with Public Mobile I can assure you everything will be resolved.

Unfortunately, it may may be a day, or two more, so I recommend you consider an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi. If texting is your thing, they also offer text as an add-on for $2.79/month; incoming SMS is free. Incoming picture messaging is not supported. Would that tide you over?

[Kittys]

Can a mod please provide an update? Or anyone who has had this issue, how long until it got resolved?

I have been without cell service since Friday and I have had only one message asking for my old account number, with no other information or reassurance or anything. I am also going to lose out on an important delivery tomorrow because of the lack of service, and that is going to be a huge inconvenience.  I do not believe I will be renewing service with Public Mobile if it ever does get properly activated.

I just want to know someone is looking into it and that this issue can indeed be resolved. If not, at least let me know so I can go back to Freedom Mobile.

[Kittys]

Brief update: still no service.

A mod replied to me this morning and asked for my account number with the old company, which I provided immediately. Still awaiting a response and hopefully the response will be a resolution. Will post back with an update when possible.

[Kittys]

I think a large part of the problem is the system. If the system doesn't work, it's no wonder the mods are behind. I do get that. There also don't seem to be that many moderators compared to customers, which isn't their fault but the company's. I do hope this can get sorted out today. I will post back if there is an update!

[Samianauman]

Sorry to hear
It's taking time because lots of work load most of new freedom mobile who joining pm having this same issue that's why mod running behind of extra work but if you msg they will reply back soon

[Kittys]

I have not yet heard from a mod. I messaged them last night. How long does it usually take? This is pretty concerning, I did not have these issues with Freedom and now starting to regret porting my number over. Signing up with Public Mobile so far has been nothing but a hassle. I understand that the customer service is forum-based, but signing up and getting service started should be  fairly simple and not require so much effort on the part of the customer.

[Samianauman]

Since you message them its all in the their system you won't lose anything mods are pretty good they will help you out with the process nothing to worry about.

[Kittys]

Thank you. The page says if a payment is not received by July 24, 2017 I will lose my number, so I've reached out to a mod. I'm not very familiar with how Public Mobile works yet so I am hoping the mod I messaged will be online tomorrow to check.

[Mana]

@Kittys sorry to hear about your trouble. It sounds like you have account related issues and perhaps your port in isn't completed either that's why you have no service. 

For account related issues, you will have to contact a mod. Since there's no mods online right now, please check your account and service in the morning, if there are still issues especially with your account then please send a private message to a mod in the morning. 

[mimmo]

You need to send a moderator you account details. They will look into your account in the morning.

Here is the link explaining how to contact moderators https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moder... (click any of the mods name then select send private message)

When private messaging the mod (just select one) send them:
1) account email address
2) PM phone number
3) explanation of what is happening
4) link to this thread if you want

[Kittys]

It isn't a renewal, though, I am a new member to Public Mobile. My phone number also doesn't work, I'm unable to make calls and a voice message tells me I need to make a payment to reactivate the plan.

[Shutdown]

It usually says account suspended on renewal date, so it might be the same in your case. If your phone works fine then I'd leave it for tomorrow and check again to see if it's the same or not. If you still have issues tag a mod for help.