Service suspended but payment was made

[amccann]

My account is set up with autopay. My payment automatically came out this morning, I can see it on my banking information. But my service has been suspended and I cannot make or receive any calls. I've already submitted a ticket but I need this fixed quickly. 

[computergeek541]

self solution removed; solution reassigned

[dabr]

@amccann    Good that CSA's were able to resolve the problem but you might want to reassign the solution for the user who provided you the links to customer support. 

[amccann]

Thank you everyone. Problem solved with customer service. 

[esjliv]

@amccann  - is there an amount owing showing?

If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment then see if your account will allow you to reactivate.

Or try

1. Go to “Plan and Add-Ons” TAB
2. Select "Lost/Stolen Phone" TAB
3. Select "Suspend Service" BUTTON
4. Then, Select Resume/Reactivate Service
5. Log off your account. Log back in. Reboot your phone.

[computergeek541]

@amccann 

As you've alreaady submitted the ticket, all you can really do at this point is to wait for a response. I'm assuming that text messaging and data also aren't working?

[benfatto · Accepted solution]

@amccann  As you have no service, better notify the CSAs. 

To obtain a ticket, click on https://widget.telus.tiia.ai/publicmobile/publicmobile.html and enter your question in SIMon. Follow / invent the prompts until you reach the Contact Us button, click on it and a Submit Ticket button should appear. To confirm that your ticket has been submitted, check the SEND box in your private messages; click on the small envelope next to your avatar at the top right of your screen.

If you have problems submitting a ticket, you can also send a private message to the CSAs. Click: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[RossN]

is the money sitting in your available funds? if it is the money will come out of there 

[softech]

@amccann check the transaction log in My Account to confirm if PM did take the only for renewal.   The should be a line about drawing you money from credit card and another 2 lines about how the money used for renewal.   Maybe post screenshot if you want us to confirm 

[amccann]

Thank you for the reply.

There is a reactivate button but when I press it, it takes me a page where it wants me to make a payment.  

[RossN]

@amccann hi go into your self serve and see if there is a reactivate button if so press it then reboot phone