Request for Temporary Service Pause and Reactivation

[Lanizzang]

Hi,

​I am writing to request a temporary pause on my mobile service as I will be out of the country for two months. I would like the pause to be effective from July 6th to September 7th, and I would like my service to be reactivated on September 8th.

​I currently have a 2-year promotional plan with a monthly discount. Could you please confirm that I will be able to return to this exact same plan and maintain my current discount when I reactivate my service? Also, could you please confirm that you can process these requests and schedule the pause and reactivation for the dates mentioned above?

​Thank you for your assistance.

[hairbag1]

@Lanizzang 

using the laptop...log in to your Public Mobile account > Payment > click on Manage Subscription...You should see toggle beside Subscribed...you toggle it to disable autopay. That will stop regular plan renewal to occur. Just make sure to re-enable / Resume as soon as you return. You won't lose your promo plan...just don't change your plan. We're just Public Mobile customer here in the Community Forum...we don't actually work for Public Mobile or Telus. Past experience assures me that what we are telling you is accurate.

[softech]

1. login My Account, go to Payment > Manage Subscription and toggle off "Subscribed" to turn off Autopay; when you are back login My Account, go to Payment > Manage Subscription and toggle on "Subscribed" to turn on

2/3, we are not official PM rep, we are just customers but understand the system.   Again, when you are back, you will need to load the full amount to resume service but the system issue back the 50% amount as a credit within 3 days and you will be paying only 50% thereafter

If you want to have an official answer from PM rep, please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Ticket", click "Contact Us"  then choose a topic, click "Login", finally click "Click here to submit a ticket ↗" 
    (if unable to receive 2FA via SMS when login, click "Didn't Receive code" or "Resend Code"
                then choose "Send email" or "Send Voice Message" to get 2FA via email or voicemail)
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there  

[Lanizzang]

​Thanks for the information! I just have a few more quick questions to make sure I get this right:

​1. Could you guide me on exactly how to suspend and resume AutoPay on my end?

2. How can I be absolutely sure that my 2-year promotion will be maintained when I return? Is there a reference number or guarantee for this?

3. Just to be 100% certain, are you an official Public Mobile representative who can guarantee this on my account?

​Thank you!

[softech]

@Lanizzang 

yes, you will get to keep our 2 years promotion plan, but couple thing to note

first, you won't be able to have the plan suspended right at July 6th.  July6 already passed.  If you disable Autopay today, the plan will be suspended at the end of the current cycle (this is because PM is prepaid provider and you already paid the service till the end of this cycle).  To disable Autopay, login My Account, go to Payment > Manage Subscription and toggle off "Subscribed"

and when you are back, you will need to make a manual payment to resume services as well as enable Autopay again.  

Also, if you have the 50% off plan, you will have to make a full payment first.  The system will add the credit back to your account with 3 days, and the next payment after you resumed the service will go back to 50% off 

[hairbag1]

@Lanizzang 

you need to log in to your account and disable Subscribed. When you get home, log in to your account and re-enable Subscribed again. Once you get back and resume service, your current plan will be active again as long as you don't change plans.