Plan Expired?!?!

[lilian_liang]

What happened to my plan? I have no service today and I never changed my plan, and I missed my family doctor’s phone call. 

What’s going on!

[BKNS27]

@darlicious 

Great thanks, good to know.

[darlicious]

@BKNS27 

I believe the original $15 plan may have counted certain call forwarding as outgoing like the $10 now unlucky $13 plan does....the current $15 plan does not.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit account pin #.

[computergeek541]

self solution removed

[dabr]

@lilian_liang   Not sure if this was mentioned before, but looking at your profile (March/2019), perhaps you are on the first version of the $15 plan that only had 100 minutes in/out?  That plan was updated after a couple of months (in 2019) to include unlimited incoming calls and 100 outgoing calls.   If that is the case then you can easily log into your account and schedule a plan change (change at next renewal option recommended as PM doesn't pro-rate/refund) to the newer version of $15.   As well it's always a good idea to have extra add-on minutes ($5/500 mins) as a back up for those instances where you've depleted available outgoing mins whether on the old or new $15 plan.

[BKNS27]

@lilian_liang 

Upgrading your plan does not eliminate spam calls. We get them too on higher plans.

Only option is to ignore the calls if you don’t recognize the number or add your friends and family on Contact List so it will show their name on your phone.

[lilian_liang]

Yea that’s possibly the reason! Looks like I have to upgrade my plan for those spam calls!

[lilian_liang]

That’s possibly the reason, too many spam calls all forwarded to my company cell counts for my outgoing minutes 

[BKNS27]

@lilian_liang 

From a previous inquiry about call forwarding on a $15 plan.

It looks like call forwarding does reduce your 100 minutes.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Call-forwarding-on-the-15-plan/m-p/537515 

[esjliv]

@lilian_liang -didn't you say your next billing it tomorrow? If so, then your Autopay should only occur tomorrow.

If you had calling issues today, it is possible you had network or device issues going on.

[BKNS27]

@lilian_liang 

When you call forward your calls, this will count as outgoing calls so you are limited to 100 minutes.

You may have gone over your 100 minutes limit. You should have allow the calls to your  PM number because it is unlimited.

[lilian_liang]

That’s weird. My autopay works perfectly, credit card not expired, still got more than 25k credit on it. 

If service outage occurred after 4 pm today then it shouldn’t be the issue because my doctors call was expected around noon time.

[JL9]

Did the missed call go to your voicemail and were you able to retrieve the message?

[lilian_liang]

No actually I forwarded my calls to my company cell. So technically it should be an outgoing call failure. But my expected calls should be in around noon time, not after 4pm when outage occurred.

[dust2dust]

You're on the $15 plan. Is it possible that you used all the outgoing minutes?  Since texting works you have services. Can you browse to a web site?

[esjliv]

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@lilian_liang wrote:

So again this plan will lose 1-2 days service at the end of every month?

erh……. 

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NO @lilian_liang  it should not.

[esjliv]

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@lilian_liang wrote:

Tested text, worked 

so there will be a day or two service missing at the end of the month?

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@lilian_liang  - there should never been any services missing if you have paid for them.

But sometimes there are phone, network or possibly account issues to be dealt with.

[lilian_liang]

So again this plan will lose 1-2 days service at the end of every month?

erh……. 

[BKNS27]

@lilian_liang 

There is a standard renewal message that everybody gets indicating your plan is Expired and to ignore the message if you are on AutoPay or sufficient funds.

Your $15 plan does not affect incoming calls so it is a good chance it is an outage in your area as I indicated.

[lilian_liang]

Tested text, worked 

so there will be a day or two service missing at the end of the month?

[esjliv]

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@lilian_liang wrote:

It’s a monthly plan but I didn’t change anything, it says next billing will be tmr but does it mean I will lose my service today?

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@lilian_liang  - normally if your service are working there is nothing else for you to do. This is your account going through your renewal. But if you also had network issues today, than that may have made you think there was an issues with your account also.

Your account should do through regular renewal tomorrow and then it should be active in the afternoonish time area.

Are you still without services now? If so, try one or more of the below:

*turn off your phone, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*perform a reset network settings on your device

*try your SIM card into another compatible phone for a few days to see if the issues are the same...this could rule out a device issue/setting.

*manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) for dropping or unable to make incoming/outgoing calls

If issues persist, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[darlicious]

@lilian_liang 

No. It's seems to be a coincidence of an outage and renewal.Expired shows when your renewal is starting then it stays that way for about 12 hours. Tomorrow morning as long as autopay works or you pay manually it will go back to active. If it doesnt get paid then it goes to suspended status.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[lilian_liang]

It’s a monthly plan but I didn’t change anything, it says next billing will be tmr but does it mean I will lose my service today?

[darlicious]

@lilian_liang 

Expired means your plan is going thru renewal tonight. Can you text or use mobile data?

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[lilian_liang]

No it’s a $15 plan

[lilian_liang]

Thank you for your reply, I am in Markham Don Mills & Steeles area and the doctors call was supposed to be called in around 12:00 pm noon one. According to the link you provided this outage occurred since 4pm

And on my plan it says “plan expired”, not sure what does that mean? 

I have auto-pay and I never chose to stop / change my plan so I really don’t know what’s the issue

[darlicious]

@lilian_liang 

Do you have the $10 50/50 plan? Was your card charged $10 but services suspended? Call 611 and confirm your account balance and status.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[BKNS27]

@lilian_liang 

Depending on where you are located.

There are Telus outages for 5G upgrades across Canada.

Check the outage map:

https://istheservicedowncanada.com/status/telus/map 

Also login to your account and check to see if your account is Active or Suspended.

[esjliv]

@lilian_liang  - when was your renewal date of your plan?