08-19-2017 01:53 PM - edited 01-05-2022 02:42 AM
Something has triggered a significant accounting system glitch. Some, not all, accounts are being suspended even though paid up. A queue seems to be building so please plan for at least a day without service.
There is NOTHING you can do to fix this. Therefore, join the queue so your account can be repaired at the earliest time by clicking this: message to moderators to send a private message to the moderator team with your phone number and an explanation. Put "SERVICE DOWN" in the subject line.
Meanwhile, if you need to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.
Hang in there; like Trump, this too shall pass. 🙏
08-24-2017 05:03 PM
I didn't think the Mods worked on the weekend (didn't I rad that somewhere?), I followed the directions from PM to add money to my account although I knew I was paid for 3 months - because I just needed my services back. Over-paying did the job. I then messaged a Mod to ask about the billing, and he responded same day and fixed my payments kind of - the PM billing and transaction accounting is awful. Confusing, and a little frustrating, but ultimately OK. Thanks.
08-21-2017 11:34 PM
Thank you i will .they refunded one or two days worth?im guessing.?
08-21-2017 09:32 PM
Message the mods, the y were very responsive and they applied a refund to my account so net effect theres a balance on my account.
08-19-2017 06:40 PM
08-19-2017 04:58 PM
08-19-2017 04:48 PM
08-19-2017 04:45 PM
08-19-2017 04:39 PM
08-19-2017 04:38 PM
Thanks for the update.
Now my question is, I had to pay for another 3 months to reactivate my account. All said and done, my account page says my next payment is in November, problem is I only signed up in early August so essentially I have pre-paid for 6 months. So, will I get a refund for the extra payment or my account status be updated to reflected the addtional payment?
Thanks
Henry
08-19-2017 03:32 PM
08-19-2017 03:31 PM
@Anhtuanco wrote:Would you be able to give a rough timeline of: when your account was suspended, what time you messaged the mods, and what time your service was restored? It'd be great to know what type of wait I can expect.
Noticed that it had been suspended around 9:30 AM EST (although I'm sure it was likely before that, sometime between midnight and then, the system usually does things in batches between the hours of midnight to 8 am) and sent a message to the moderator team shortly after that time. Service was fully restored around 2:30 PM EST.
08-19-2017 03:30 PM
08-19-2017 02:50 PM
08-19-2017 02:49 PM
Would you be able to give a rough timeline of: when your account was suspended, what time you messaged the mods, and what time your service was restored? It'd be great to know what type of wait I can expect.
08-19-2017 02:38 PM
I just wanted to say that my service has been restored, so I can attest that the moderator team are working through the issue.
08-19-2017 02:35 PM
08-19-2017 02:34 PM
No worries guys, the subject you enter makes absolutely no difference, we don't filter anyone out 🙂
We answer EVERYONE on a first come first served basis, regardless of if their account is suspended, if they just want to get their self-serve password reset or if they just have a quick question about our plans.
Your place in the queue doesn't change 🙂
08-19-2017 02:30 PM
08-19-2017 02:14 PM
08-19-2017 02:11 PM - edited 08-19-2017 02:13 PM
I already sent a private message to mod about this same problem, but didn't put "SERVICE DOWN" in subject. Are the mods going to filter messages based on subject? Am I out of that queue?
08-19-2017 02:09 PM
08-19-2017 02:07 PM
We've been working on this all day, I can confirm that it has been fixed for tons of people by now.
I know it can be hard for you to tell or believe us when we say that, but we are working extremely hard to get everyone back up and running as soon as possible.
We're not making anyone wait on purpose and we're not ignoring any of you either.
Thanks everyone for your patience,
Marie
08-19-2017 02:00 PM
08-19-2017 01:55 PM