cancel
Showing results for 
Search instead for 
Did you mean: 

No service after plan change

KirisanP
Great Neighbour / Super Voisin

I set my plan to auto change from my old plan to new plan of 39$ a month 20gb on July 1. I am getting no service at all even though my credit card payment is up to date and everything is checked. I need someone to help me fix this ASAP!! Thanks in advance!

3 REPLIES 3

esjliv
Mayor / Maire

@KirisanP - if this was an autopay failure, and your account is showing an amount owing then make a manual payment then reactivate your account.

If today is your renewal day, you may see your account saying a "hold" status on your My Account, this is normal until your plan fully goes through the renewal process. But losing services is NOT normal on renewal day or when you change plans.

When you call 611 (or # 1-855-478-2542 or # 1-855-4PUBLIC from another device) what does the status say? If suspended, and you have a registered card on file use it to make a manual payment through 611.

will13am
Oracle
Oracle

@KirisanP , renewal failures do happen time to time. Can you get into your online account and confirm that it's in suspended status.  If so, try reactivating the account.  If you are not able to navigate this, then send a support request to @CS_Agent , from the envelope icon. 

softech
Oracle
Oracle

@KirisanP 

 

  • first try to reboot the phone
  • If that does not work, try to reseat the sim card with a reboot.  Power off the phone, take sim card out for a minute before you put it back and power up
  • Try to click Reset All Networks and see if it helps
  • and do you have another phone to test the PM sim ? just to make sure it is not a device problem.  Also, that can force a sim card re-provision and it could resolve the problem

if nothing works, open ticket with PM support:

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

 

Need Help? Let's chat.