Service suspended

[LindsayPenn]

My plan was up on Nov 24, 2021, full payment was made Nov 25 2021, today my phone stopped working and it is telling me the plan is suspended as of today, Nov 30 for insufficient funds.. my plan was just topped up 5 days ago. My banking shows the transaction being debited from it.

[darlicious]

@LindsayPenn 

Do you have a new date showing at the top left corner of your overview page of February 27th or so to top up before.....and does it say your plan amount of $10 must be paid by then etc.....?

[softech]

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@LindsayPenn wrote:

Yes, that is correct.

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Let us know what PM Support found.. curious to see what happened

[LindsayPenn]

Yes, that is correct.

[softech]

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@LindsayPenn wrote:

Thank you, I have sent a PM. I just dont want to pay another $30 for a 30 day plan and have it only last 5 days again lol. Thanks so much for the help

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@LindsayPenn  so, Account Status did show Suspended and Transaction History showed transaction on Nov 25?  

[Anonymous]

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@LindsayPenn wrote:

Thank you, I have sent a PM. I just dont want to pay another $30 for a 30 day plan and have it only last 5 days again lol. Thanks so much for the help

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@LindsayPenn 

go sign in to Self-Serve, to review your account,

1. Click on Payment

2. Make a Payment

3. one Time Payment 

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. how much you see at Amount Due:$ ! you will do manually enter Amount:$$ + $ extra

7. Tax: will collect automatically,

8. Click ‘Submit’,

9. after payment gone through, you have to do Rebooting your phone

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

10. and how much you pay the extra is will going to your account Available funds:$ ! has the amount left,

and for next bill cycle the will take it from there automatically,

[LindsayPenn]

Thank you, I have sent a PM. I just dont want to pay another $30 for a 30 day plan and have it only last 5 days again lol. Thanks so much for the help

[Anonymous]

@LindsayPenn 

sign in to Self-Serve, to review your account, if you found at Available Funds: $$ has the amount left,

[Anonymous]

@LindsayPenn 

can you try follow this,

1. Add Funds to your Plan Amount through Self Serve  
2. Go to “Plan and Add-Ons” TAB
3. Select "Lost/Stolen Phone" TAB
4. Select "Suspend Service" BUTTON
5. Then, Select Resume/Reactivate Service
6. Reboot your phone.

7. what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

and if can't fix it you need To Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

• please include in your message,
  
• phone number,
• account 4 digit pin,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: For public mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

[LindsayPenn]

Yes, when I sign in it says service suspended, and the payment Nov 25 is showing in the transaction record.

[softech · Accepted solution]

@LindsayPenn 

Usually plan would be suspended in the middle of a cycle other than the customer click "Lost/Stolen Phone" to manually suspend the account.

Can you login to My Account and confirm if the Account status is showing suspended?  

Also, check the Transaction History (https://selfserve.publicmobile.ca/Overview/payment/Payment-History/) and confirm if it shows any transaction on Nov 25.

If you confirm there were transaction on Nov 25 and account status show Suspended, open a ticket with PM: 

Spoiler

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

[t_p]

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@LindsayPenn wrote:

My plan was up on Nov 24, 2021, full payment was made Nov 25 2021, today my phone stopped working and it is telling me the plan is suspended as of today, Nov 30 for insufficient funds.. my plan was just topped up 5 days ago. My banking shows the transaction being debited from it.

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@LindsayPenn 

Contact CS for help:

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

After sending the message, watch your community inbox for their reply.