Reactivation

[Smurillo86]

Hi there 

my account was suspended. Automatic payments are withdrawn from my bank account 

[softech]

@Roxy4  this is an older thread and the post earlier was referring to the old My Account.

with the current My Account, do you see Account status is Suspended?  if so, please click on the button "Reactivate my plan" and follow the steps to make a payment to resume service;

[Roxy4]

No tab to make payment....I am on automatic payments....no reason for suspension....WTF!!!!!

[darlicious]

@Barryblake 

Sorry to see you go. Did you port out out?  If not and you dont intend to perhaps you will want to pass the account on to a family member to use up the balance remaining on the account. Enjoy your new phone (?) and service.

[softech]

@Barryblake  sorry for your experience.  Autopay failure and reactivation issue is tricky sometimes with PM.  Yes, PM should really look to improve in that area

[Barryblake]

Thanks. But I gave up on it. It became work just to get the phone going. I got another phone, with another provider. May have lost a job offer because of the problem, and to me, paying extra to not have that problem is fine by me. Appreciate the help again everybody!

[Anonymous]

 @Barryblake : This would suggest that at least data might be working. Sure would like to see a pic of your overview page. And can you again confirm that all services are either working or not.

[darlicious]

@Barryblake 

Are you still waiting for a reply from customer support? Check and see if your data counter reset in your account during renewal. If not it's another thing you can get them to fix.

There's been some weird glitches going on since there was scheduled maintenance the other night. I am currently waiting for a CSA reply as well because I am unable to replace a credit card on the bf's account in order to pay and reactivate. This is unusual.

[Barryblake]

Funny thing now, I just recieved a text message sayin I used up 95% of my data! I cannot text, I cannot call. But yet I managed to use 95% of data!? Womething fishy going on. I'm gonna cancel all together now. Been with public mobile for a few years. Never had this problem.

[Anonymous]

 @Barryblake : Restart phone? I've experienced goofy reactivations. The service works and all but the page still says suspended. If the date up top is in the future and your payment has been taken then it should be able to get working. Just the page still looks wrong. I've also experienced triggering the renewal with available funds on hand by clicking the reactivate button which takes me to the payment screen. But in the doing so it takes the money.

[darlicious]

@Barryblake 

How much is in your available funds? How much is your plan? 

[softech]

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@Barryblake wrote:

I added extra money, when I wasnt required to but did anyway to get my phone going. And it still wont work. Try to reactivate, and brought in circles. So this is pretty much ran by people? Not a company? No supervisor or manager to talk to?

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@Barryblake   So, did Transaction History in My Account confirmed that PM took the money already?. If so, maybe you need to open a ticket with PM and have them check. .. it has been 2 days.. I understand it is a bit frustrating.. especially no support to talk to on the phone.  However, the ticket system usually works well.. and  PM agent usually respond fast enough

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

[t_p]

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@Barryblake wrote:

I added extra money, when I wasnt required to but did anyway to get my phone going. And it still wont work. Try to reactivate, and brought in circles. So this is pretty much ran by people? Not a company? No supervisor or manager to talk to?

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@Smurillo86 

You need to contact CS for assistance:

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

[Barryblake]

I added extra money, when I wasnt required to but did anyway to get my phone going. And it still wont work. Try to reactivate, and brought in circles. So this is pretty much ran by people? Not a company? No supervisor or manager to talk to?

[darlicious]

@Barryblake 

Your welcome but have you been able to reactivate your service? You can avoid all of this if you just top up your account manually before renewal. You will never have your services suspended if you do this...add funds and done just like paying your credit card bill or any other bill you don't use automatic billing to pay for.

[Barryblake]

I really appreciate the help. But it's starting to be too much to do to get my phone going. Would be nice of I can call somebody, instead of a robot, with public mobile that will handle and fix the situation. But it's taking up too much of my time and becoming annoying. Again, I thank everyone who gave advice! 

[darlicious]

@Barryblake 

Has the system taken your plan amount from your available funds? Check your transaction history to see if you see the plan charges of 30 DAY PLAN $10 and your 100 MINUTES $5 or your ?GB AT 3G SPEED $15+ listed with today's dates.

[Barryblake]

Morning... unfortunately I can make 1 phone call after doing everything you guys said, and it's back to not being able to use. I got to make a payment, and it tells me I have enough funds. Says my account is suspended, bit after suspending it, I resumed it. But still saying its suspended and need to reactivate.... may have to find another provider. I have resumes out, and cannot recieve a call.

[Barryblake]

Thanks for the helps guys! Got the phone up and running! Wouldnt have done it without your help! Used the other internet browser instead of chrome. Have a good night! 

[dabr]

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@Barryblake wrote:

I just tried it. And still no go. I'll wait an hour or so and try again. Maybe this time after I suspend it, I'll restart my phone then start it up again. Thanks for the help by the way! Everyone who's pitching in

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@Barryblake   Try clearing your browser cache/cookies and use incognito mode on your next attempt.

[Barryblake]

I just tried it. And still no go. I'll wait an hour or so and try again. Maybe this time after I suspend it, I'll restart my phone then start it up again. Thanks for the help by the way! Everyone who's pitching in

[darlicious]

@Barryblake 

If after choosing the other amount and topping up your account with enough funds to cover your plan amount your plan does not renew automatically you will need to suspend your service via lost/stolen.

Go to the plans or usage page. Click on the lost/stolen feature. Suspend your service. Log out/in. Resume your service. Your service will reactivate. Your overview page may still say suspended but will fix itself in a couple of hours. To double check go to your payment/transaction history. If you see 30 DAY PLAN $10 and your minutes or data amount in your payment history with todays date you are good to go.

[Anonymous]

 @Barryblake : Indeed. Amount Due seems to be a bit buggy. Choose the Other option and make a payment to get your balance up to your plan cost. It should renew on its own. Report back if not.

[Barryblake]

My services arent working. I made a payment, 35 a month. Then I had to reactivate my plan. Wouldnt let me reactivate, brings me to the payment screen. I'll click amount due, there is no amount due. And $11 dollars available in the wallet. But wont reactivate my plan. Keeps bringing me in circles. Make a payment. A payment is not needed, enough funds are in wallet. Tiring

[pkaraa]

Create a support ticket to get help. Normally if there is a msg of plan expired on the account that will go away once the plan is renewed but if it has been more than a month that you are not able to reactivate your plan with the funds in the wallet then CSA will surely help. 

click the blurb on the bottom right and create a ticket.

[Anonymous]

 @Barryblake : What is the balance you have in the account? What is the plan cost? Are your services working?

[Barryblake]

I'm havin the same issue. I got enough funds in the wallet. It did come out automatically. But had to reactivate. Wouldnt let me reactivate, I added funds, and tells me I have enough but wont let me reactivate. Been almost a month. Contacted the guy I got the sim card from, and he couldn't help

[Yummy]

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@darlicious wrote:

I am always amazed when members ask or comment that this is the normal renewal process at the time of day when renewals from the night before are completed and renewals for tonight have yet to begin?🤔

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To have peaceful life (with PM service) DO NOT log in into your account a day before, actual day and day after renewal process.

If you have service go on with your life. If NOT, then come back and let see how we can help.

[dabr]

@Smurillo86      Have you managed to update your payment status yet?    If not check that you don't have an expired Debit Visa card (you said your payments are withdrawn from your bank account).   You may need to update the payment card's info in your account if that is the case, meanwhile you can pay via 611 as suggested by @t_p 

[t_p]

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@Smurillo86 wrote:

Hi there 

my account was suspended. Automatic payments are withdrawn from my bank account 

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@Smurillo86 

If your account is suspended, that means your payment did not go through because of autopay failure. That could be a "glitch" from PM end, but it could also happen because your cc expired. So log in an check if your cc is still good or needs to be updated. then make a payment and follow other instructions to restart your service.

If you can't login or have other issues with the cc, you can also make a payment with vouchers by calling 611 on your phone. Other options include instant top up services like Canadiantire gas bars or online ding.com,etc..

[darlicious]

@Smurillo86 

It sounds like your autopay failed during your renewal. Make a manual top up payment via your self serve account or via 611 if you know your 4 digit account pin # for credit card payments.

In self serve make sure you use the payment option "other" and preferably add $1 extra to your plan amount (or your plan amount+$1 minus any available funds you may have $2?) If your plan does not renew right away then go to the usage or plans page and click on the lost/stolen feature. Suspend your service. Log out/in. Resume your service.

Does your account say active? Even if it doesn't did your minute and/or data counters reset? Check your transaction history. Do you see your $10 - 30 DAY PLAN debited? Your $5/100 MINUTES or $15+ DATA AT 3G SPEED amount debited? Both with today's date? If so log out and reboot your phone. If your account still says suspended or expired at this point but your services are working the self serve account will correct this messaging in a few hours.

@dabr 

I am always amazed when members ask or comment that this is the normal renewal process at the time of day when renewals from the night before are completed and renewals for tonight have yet to begin?🤔