Restart suspended account with new plan

[Palmer]

I stopped using mobile for a month and now account is suspended.

I want to restart with new plan but my account indicates I've got to pay bill for previous month on old plan first and continue with 3 month renewal.

So I'd have to wait 2 months to change to a new plan.

Won't let me select a new plan and stuck in old plan.

How to unsuspend account with new plan starting at new date of payment?

[4165183192]

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@Raycho wrote:

Please sove my problem which does not work the incomming call and SMS message.

it is very urgent to me.

Thanks.

Ray

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[Raycho]

Please sove my problem which does not work the incomming call and SMS message.

it is very urgent to me.

Thanks.

Ray

[CS_Agent]

Hi Palmer 🙂

Thank you very much for reaching us back, and providing with all that information, everything has been very helpful to build up the case.

I could confirm that you made a payment for $66+tax, and the old plan was renewed, but I actually have really good news for you, I credited back the full amount of $75 (price of the previous plan) and used $25 to activate the one you wanted, that includes:

• Unlimited Canada Wide talk
• Unlimited international text
• 1GB of data at 3G speed

The only thing you need to do right now, is to power off the phone, then back on, and the new plan should be working properly, the next expiry date will be May 24th.

Besides that, your current account balance is $53 ($50 left from previous plan and $3 from the rewards).

I'd really appreciate it if you could let me know if this works for you, and in case you have any further question or request don't hesitate to let me know, and I'll be more than happy to help you.

I look forward to hearing from you soon, thanks in advance 🙂
Best wishes,

Monica
Public Mobile Community Moderator

[Palmer]

Hey Will13am, I think you're onto something. I've reached out to moderators and they're on the case.

[will13am]

@Palmer , I ran into a similar issue last week bring a couple of accounts back to like l life.  The system ended up renewing my existing plan instead of the new plan.  I had to ask the moderators to assist.  Looking at the payment history, they don't even have the powers to stop the system from renewing to the existing plan.  They had to renew, refund and then do an immediate plan change.  I suggest contacting the moderator team, forget about trying to do it in your own which won't work. 

[NDesai]

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@Palmer wrote:

Hi,

Thanks for the reply but in my Account page there's a banner indicating my account is suspended with a button to Renew Previous Plan.

If I go to current plan page, it's blank with notice that plan is expired.

Clicking the change plan button on the current plan page generates and error page. 

Going to general plans page treats me like a new customer and wants me to buy a new SIM and create a new account.

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In that case try using incognito/private browsing mode. 

[Palmer]

Hi,

Thanks for the reply but in my Account page there's a banner indicating my account is suspended with a button to Renew Previous Plan.

If I go to current plan page, it's blank with notice that plan is expired.

Clicking the change plan button on the current plan page generates and error page. 

Going to general plans page treats me like a new customer and wants me to buy a new SIM and create a new account.

[NDesai · Accepted solution]

@Palmer All you have to do is select a new plan by clicking on the change plan button. It will ask you to make the payment for the new plan. Once you do, it will renew on the new plan. If this is too confusing, send a private message to the Moderator_Team and they will get in touch with you shortly.