Service Disconnected

[Krista7030]

Hi There,

YES!! This is the second month in a row that my service has been disconnected, even though I am on autopay....My credit card has been charged TWICE and then when I log into Public they want yet another payment to resume service. I tried to log a ticket, but that will not work either. Very frustrated!

[JL9]

Once you get this cleared up, you may want to manually add the required funds a day or 2 before renewal. This seems to avoid any autopay failure and the headaches that go with it.

[Dunkman · Accepted solution]

@Krista7030 

Do you see available balance in your self service account?  If you were charged twice, you should see your plan fee x 2  in your available balance.  Maybe screenshot your payment history page.

Here are a couple of tricks/tips to restart your plan if you have available balance.:

1.  Report your phone lost/stolen in self service account.  

To report your phone  lost/stolen.  Login to your account.  Choose Plans and Add-ons tab. Then choose Lost/Stolen Phone tab.  The choose Suspend Service tab.  Logout.  Wait few minutes.  Login in and report your phone found.  Reboot phone.

2.  Manually add $1 into your balance. 
These actions sometimes will reset your SIM/re-activate account. 

If the ticketing system is not working, you could also private message CSA

Send a private message to CSA through the following link :

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