Phone not working but monthly bill was paid

[WDemon]

I paid by CC on Nov. 13 on phone 611 for the coming month -- was told it was the usual amount before I confirmed the payment -- before the due date of Nov 15

For some reason today my phone service stopped working -- but the data plan seems to still work.

When I went to the payments page on my account page, they have only applied payment of less than half of my usual bill stating there is still the remainder on my account. When I dial 611 it says sorry you haven't paid your bill..
When I attempt to call anyone, it says I have run out of minutes. (I don't have a minutes plan, I have a 30 day plan.

Why is my phone not working? I've opened a ticket obviously. If it's not working by tomorrow I file a complaint with the CCTS and find another another provider.

[WDemon]

The second link didn't work. I mean, it worked, but won't send the message. Not helpful.

[WDemon]

Thanks hTide, where it calculates the amount they deducted (about 22$) from my available funds, it says next to it that charge is for 1G of data! So for some reason it looks like they've intentionally not taken payment nor provided service for my phone -- but have continued my data 1G = 22$ for the next 30 days.

I will definitely use the second link you've provided. I've already requested an escalate. Thank you!

[WDemon]

Cheers for reply Computergeek! I did open a ticket. CS response is non-responsive. Worrisome that at one point in the inexplicable process, where it calculates the amount they did deduct (about 22$) it says next to it that charge is for 1G of data! If I'm paying 22$ per month for 1G of data I'm gobsmacked.

[computergeek541]

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@WDemon wrote:

I paid by CC on Nov. 13 on phone 611 for the coming month -- was told it was the usual amount before I confirmed the payment -- before the due date of Nov 15

For some reason today my phone service stopped working -- but the data plan seems to still work.

When I went to the payments page on my account page, they have only applied payment of less than half of my usual bill stating there is still the remainder on my account. When I dial 611 it says sorry you haven't paid your bill..
When I attempt to call anyone, it says I have run out of minutes. (I don't have a minutes plan, I have a 30 day plan.

Why is my phone not working? I've opened a ticket obviously. If it's not working by tomorrow I file a complaint with the CCTS and find another another provider.

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As your mobile data is working, the service disruption for phone calls isn't related to payment.  Please open a ticket.

[hTideGnow]

hi @WDemon 

check Payment history and see if PM had applied some credit and hence the amount they charged was lower this month?

and it could be just a browser cache problem.  Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage