Renewal Time

[ShawnC13]

So this last week or so there has been some issues with renewal so I am creating this post to follow the process through my renewal.  Main page has my renewal date as 28 Oct 17.  Reward tab has my payment as 29 Oct 17.  It is after midnight here on the WET Coast and I do have service even though when I log in my main screen looks like this.

I have the warning up top letting me know  that if I have made payment or autorenew to just ingnore the message.  Further down I have the Plan expired message yet still have service.  The last circle is the most exciting, I will save an additional $3 on my next renewal!!! 

The above shows that I have the available funds through rewards and autopay, but what is weird is if I don't pay by Nov 28, 2017 I will lose my phone number and addons.  I thought it was 90 days so is this an error?  So I really won't know if there is an issue probably until tomorrow now but will update as required.  Again my actual payment will match up with the one on the reward page not the main page.  This post took over 20 minutes to type reading and fixing typos as it is the time of year for the Halloween Party, and I may have indulged a bit to much in some adult beverage lol.  For those with kids that may have seen The Boss Baby that was my costume

[srlawren]

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@drmartin wrote:

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But the message was very disconcerting.

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@drmartin I agree wholeheartedly.  We've been trying for years to get them to change the way the self-serve system shows your account status during renewals.  For example, here's my request from Jan 2016:  https://productioncommunity.publicmobile.ca/t5/Public-Lab/Please-fix-renewal-bug-erroneous-quot-Acco... There are many many others.  At this point, I would not hold my breath, sadly.   

@Alan_K just thought it's worth bringing this to your attention again.  You are terrifying your customers during their renewal evenings.  It's only natural to be curious and want to take a peek.  😞  

[drmartin]

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@srlawren wrote:

@drmartin as long as your phone service keeps working, never panic during a renewal day.  All will be right again by the following morning.

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Yepp, all was fine within some hours.  But the message was very disconcerting.

[srlawren]

@drmartin as long as your phone service keeps working, never panic during a renewal day.  All will be right again by the following morning.

[drmartin]

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@will13am wrote:

Okay, as promised, I am reporting back on my renewal process.  I just checked my account a minute ago and I have the plan expired status showing.  However, I do not have the warning box about not having to be concerned if I have auto pay enabled.  Does this mean that I checked too early and the warning box will come later in the evening?  Anyway, I won't be able to stay up all night to check.  The next check will be in the morning when hopefully everything is ironed out and the accout is back to active status.  BTW, I checked and the service continues to be working at this time.

Edit:  The renewal completed as expected.  The service was working this morning and account is in active status again. 

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This is super confusing.  I logged in for my first renewal today and am getting all the alerts.  Hope they fix it, because without the forum telling me it's all OK, I would be quite upset right now.

[Wonder_why]

My renewal went well  yahooooooooooooooooo 

[will13am]

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@Wonder_why wrote:

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@will13am wrote:

Okay, as promised, I am reporting back on my renewal process.  I just checked my account a minute ago and I have the plan expired status showing.  However, I do not have the warning box about not having to be concerned if I have auto pay enabled.  Does this mean that I checked too early and the warning box will come later in the evening?  Anyway, I won't be able to stay up all night to check.  The next check will be in the morning when hopefully everything is ironed out and the accout is back to active status.  BTW, I checked and the service continues to be working at this time.

Edit:  The renewal completed as expected.  The service was working this morning and account is in active status again. 

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@will13am awesome bud ,I hope my renewal go as a breeze, crossing my fingers 

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Color me lucky perhaps.  I don't see out of the blue these renewals should falter.  As much as we see reports of issues, the vast majority have no problems otherwise this forum would be inundated with posts.

[Wonder_why]

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@will13am wrote:

Okay, as promised, I am reporting back on my renewal process.  I just checked my account a minute ago and I have the plan expired status showing.  However, I do not have the warning box about not having to be concerned if I have auto pay enabled.  Does this mean that I checked too early and the warning box will come later in the evening?  Anyway, I won't be able to stay up all night to check.  The next check will be in the morning when hopefully everything is ironed out and the accout is back to active status.  BTW, I checked and the service continues to be working at this time.

Edit:  The renewal completed as expected.  The service was working this morning and account is in active status again. 

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@will13am awesome bud ,I hope my renewal go as a breeze, crossing my fingers 

[will13am]

Okay, as promised, I am reporting back on my renewal process.  I just checked my account a minute ago and I have the plan expired status showing.  However, I do not have the warning box about not having to be concerned if I have auto pay enabled.  Does this mean that I checked too early and the warning box will come later in the evening?  Anyway, I won't be able to stay up all night to check.  The next check will be in the morning when hopefully everything is ironed out and the accout is back to active status.  BTW, I checked and the service continues to be working at this time.

Edit:  The renewal completed as expected.  The service was working this morning and account is in active status again. 

[ShawnC13]

@Stormy, those funds are from autopay. I did not add them it was the system doing what it should and just following the whole process and seeing if it did. It worked as designed for me anyway. 

[Stormy]

@ShawnC13there is only one small problem with yours, from your opening post you show that you already ahve the funds avaiable for the autopay, which means to me that if it didn't go through PM really has a problem.

The thing is that those of us like me that didn't have the funds already loaded on our accounts is where the problem is occuring. For me my first autopay/renewal failed just like this time, where the second one (last time) worked the way it is supposed to. Unless you are using prepaid top up cards, we shouldn't have to be giving PM an interest free loan until or bills is due.

[wetcoaster]

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@NDesai wrote:

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 If PM had budget to use it for the system, why wouldn't they instead of some music festival or an ad on a bus? In the end, its the big daddy makes the priority decisions. 

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Couldn't agree more. As a small business owner I wonder if those who make the priority decisions really look at the whole picture and consider customer satisfaction as part of retaining a solid customer base...

[NDesai]

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@wetcoaster wrote:

I do understand that PM is probably running on a fairly tight budget for this kind of stuff (didn't some people mention that our self serve section is essentially the old Koodo platform?). However, I believe that all that individual trouble shooting costs more in the mid to long run - in labour cost and lost business.

Being an online only provider the platform needs to work smoothly and should be properly invested in.

Just my personal opinion, of course.

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Budget is definitely involved, but when you pay someone to do the job, it has to get done. 

Yes, koodo prepaid self-serve is exactly like PM self-serve but just different windings and offerings. It has the same bugs and same background processing. I bet the new warning message banner is also changed there as well. So, i don't think budget is involved for maintaining or improving the system. If the budget is involved, its gotta be mutual between PM and Koodo/Telus. If PM had budget to use it for the system, why wouldn't they instead of some music festival or an ad on a bus? In the end, its the big daddy makes the priority decisions. 

[wetcoaster]

Thanks for sharing, @ShawnC13.

I have to admit that I don't have an IT background, but if I had so many problems with a tool/concept in my line of work I would go back to square one, start with a completely clean (ie never used before) slate and build the whole thing from scratch, directly integrating the solution to known problems into the new flow chart. Once properly tested replace the buggy version.

I do understand that PM is probably running on a fairly tight budget for this kind of stuff (didn't some people mention that our self serve section is essentially the old Koodo platform?). However, I believe that all that individual trouble shooting costs more in the mid to long run - in labour cost and lost business.

Being an online only provider the platform needs to work smoothly and should be properly invested in.

Just my personal opinion, of course.

[NDesai]

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@SD08wrote:

Thanks for sharing.  The note to "disregard this message if you have enough funds" is definitely a recent change that I didn't see on my previous renewals (mine is due in 11 days).  It's an improvement over previous messaging.

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All errors mentioned by @ShawnC13, we advised them to make some changes and improve the renewal process. After patiently waiting for months, all we got is some added words and the color change from red to orange  So, i can't even consider that as an improvement as it looks like a simple edit on a web script. But, yes that's the new Warning Message banner. 

@echo7 wrote:

My renewal was yesterday and I was billed full amount ($120). Im supposed to get 3$ loyalty, 6$ autopay and 3$ refer a friend taken off the bill..

How much exactly were you charged on your cc statement? Have you calculated the tax? System not subtracting rewards or available balance is a rare case. So double check you were charged more than it suppose to. 

[Mana]

@ShawnC13 Thanks for sharing. 

@echo7 please first check if you have lost any refer a friend reward. 

If you haven't, then please send a private message to @CS_Agent explaining your issue and providing them your phone and account numbers. 

[ShawnC13]

All seems well, just received a text saying thank you for your payment and everything in the account looks fine.  Haven't made a call or anything yet but pretty sure everything will be ok.

[will13am]

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@Wonder_why wrote:

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@will13am wrote:

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@Wonder_why wrote:

@will13am  please updated us for your renewal, thanks in advance

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Will do.  If you see radio silence tomorrow morning, that means my account has been closed and my number put into the waiting pool, lol.

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@will13am wrote:

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@Wonder_why wrote:

@will13am  please updated us for your renewal, thanks in advance

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Will do.  If you see radio silence tomorrow morning, that means my account has been closed and my number put into the waiting pool, lol.

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Thanks again, I never have issue with auto pay since I sign up from last fall Promo

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I have been trouble free renewing all my accounts so far as well.  It seems like new bugs get reported all the time and the old ones are never fixed.  We always need to stay vigilant.

[Taekgun]

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@echo7 wrote:

My renewal was yesterday and I was billed full amount ($120). Im supposed to get 3$ loyalty, 6$ autopay and 3$ refer a friend taken off the bill..

Theres no customer service to contact, how can I get help? Should I call my crecdit card company and file a claim?

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@echo7, did you loose any referrals since your last renewal that would have send affected this total?

If not, send a private message to the moderators using this link: @CS_Agent, given them you name, account number and an explanation of what happened and they can look into it for you.

[Wonder_why]

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@echo7 wrote:

My renewal was yesterday and I was billed full amount ($120). Im supposed to get 3$ loyalty, 6$ autopay and 3$ refer a friend taken off the bill..

Theres no customer service to contact, how can I get help? Should I call my crecdit card company and file a claim?

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@echo7 send private message to @Moderator_Team

[Wonder_why]

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@will13am wrote:

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@Wonder_why wrote:

@will13am  please updated us for your renewal, thanks in advance

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Will do.  If you see radio silence tomorrow morning, that means my account has been closed and my number put into the waiting pool, lol.

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@will13am wrote:

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@Wonder_why wrote:

@will13am  please updated us for your renewal, thanks in advance

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Will do.  If you see radio silence tomorrow morning, that means my account has been closed and my number put into the waiting pool, lol.

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Thanks again, I never have issue with auto pay since I sign up from last fall Promo

[echo7]

My renewal was yesterday and I was billed full amount ($120). Im supposed to get 3$ loyalty, 6$ autopay and 3$ refer a friend taken off the bill..

Theres no customer service to contact, how can I get help? Should I call my crecdit card company and file a claim?

[will13am]

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@mimmo wrote:

@ShawnC13  great post, and congratulaions on the 1 year loyalty mark.    Its a nice feeling. 

@will13am  completly agree how can so many issues that keep plaguing the company go on for so long (some seem  a minor fix like changing text from 30 - 90 ) while other are a little more complicated but none the less should have been adressed long ago.

but then again they are what keep us coming back to the community 🙂

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@mimmo, I do worry a little about what this signals for the future of the business.  If you were in harvest mode, would you be investing for the future?  I certainly hope that I get a chance to earn the five year reward in 4 years time.  However, if something were to abruptly get in the way, I am not going to be totally surprised, asking where did that come from?  

[will13am]

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@Wonder_why wrote:

@will13am  please updated us for your renewal, thanks in advance

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Will do.  If you see radio silence tomorrow morning, that means my account has been closed and my number put into the waiting pool, lol.

[mimmo]

@ShawnC13  great post, and congratulaions on the 1 year loyalty mark.    Its a nice feeling. 

@will13am  completly agree how can so many issues that keep plaguing the company go on for so long (some seem  a minor fix like changing text from 30 - 90 ) while other are a little more complicated but none the less should have been adressed long ago.

but then again they are what keep us coming back to the community 🙂

[Wonder_why]

@will13am  please updated us for your renewal, thanks in advance

[will13am]

I am due to run this gauntlet tonight.  Let see what happens.  I still find it amazing how the littlest issue goes unfixed month after month.  My text message says payment is due on October 30.  In the account, it says October 29.  I understand the real difference can be a split second, but it looks odd to show different dates.

[Wonder_why]

Hope I will not have trouble renewal, I will be renewal on Thursday November 2nd with auto pay sign up

[SD08]

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@ShawnC13 wrote:

The above shows that I have the available funds through rewards and autopay, but what is weird is if I don't pay by Nov 28, 2017 I will lose my phone number and addons.  I thought it was 90 days so is this an error?

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Yes, that's an error.  PM moderators have confirmed that the offical time limit for accounts in suspension status before deactivation is 90 days, not 30 days as the accounts erroneously indicate.  See here. 

Thanks for sharing.  The note to "disregard this message if you have enough funds" is definitely a recent change that I didn't see on my previous renewals (mine is due in 11 days).  It's an improvement over previous messaging.