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Phone plans

Great Neighbour / Super Voisin

Hello. My mother has passed away and I am trying to cancel her phone plan. I don't have password etc. Associated with account. How ddo get a hold of someone to deal with this? 



Mayor / Maire


I am sorry for your loss. If you know the email (username) and have the phone you can easily reset the password. Or if you need the login credentials from customer support you likely have access to the info required to verify the account. The payment info being an important factor. Depending on the age of the account the birthdate as well.


You may want to maintain the account on the lowest plan until you are sure there are no accounts with your mother's phone number attached for 2FA are left unaccessed and/or closed. ( Although this depends on how tech savvy she was?) You could also suspend the account via lost/stolen (before renewal at midnight eastern) if you want to maintain voicemail access or by removing autopay and reactivate a couple of days before day 89/90 for 30 days service and suspend again so you keep access to the phone number if necessary. (Disable 2FA on the profile page just to make login less of a hassle,)




I still run across the odd account after 5 years that my late partner had that I have needed to close or access that I needed to reset the password to do so and maintaining the phone number has made it hassle free. You may also want to consider passing the account along to another family member or friend who could use a rewards earning account that lowers their monthly bill possibly to $0? Or you may have someone who had a special connection with your mother like a grandchild or neighbour or friend who might find comfort in having the account/phone # as a bequest?




Another community member also maintained a voicemail message for years finding comfort from this last message from their mother. I too had maintained the voicemail greeting from my late partner for a few years taking comfort hearing his voice "answering" his phone. You may want to record/transfer the greeting before canceling service. You will have 90 days to reactivate if you want or need to once you remove or replace the payment card or disable autopay.




Alternatively you could donate the account.....I actively seek $$ rewards accounts to pass on to members of society with low or fixed incomes who would really appreciate being able to stay connected with a mobile account that they can afford to budget for with their limited funds. If this is something you would consider please feel free to contact me via private message. It is a relatively easy process and it will help someone else in need improve their daily quality of life.




Or maybe you just need a sympathetic ear or advice on dealing with the details that need to be taken care of after a death of a family member? My private mail box is always open in that regard.

Deputy Mayor / Adjoint au Maire

@SharonHarms  Unless you plan to keep using it, just cancel her credit card. Failure of autopay will close the account in 90 days with no charge. 

Mayor / Maire

@SharonHarms - condolences to you and loved ones.


If you happen to know her 4 digit account PIN, you can cancel Autopay by calling 611 from the dialing app of her phone.

Otherwise, connect with the customer support group/team by method @softech provided to have the account closed, or switched over to your or someone else.


@SharonHarms   sorry for your loss


If your mother account's setup to use her own credit card for renewal and the credit card will be cancelled, then likley no action needed.  PM won't be able to get the money from the credit card after the card is cancelled and the account will be suspended


But if you like, open ticket with PM support and work with them to get the account closed

Message them here

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




Mayor / Maire

Very sorry for your loss. User @darlicious has a thoughtful reply. Hopefully she'll join in.

Being a prepaid service, there's no real need to cancel the service. Just stop paying. If you have access to her credit card account you could put it on pause for the renewal night.

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