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Service temporarily cancelled

Model Citizen / Citoyen Modèle

So today was the day my plan was supposed to renew. I have autopay on, BUT at around 6am today I called *611 to check on my add on data usage. It said my service had been temporarily cancelled. I was wondering why this is? I have been testing and Texting, Data, and Calling is working fine but *611 still says my service had temporarily cancelled. I have no idea why my service is still working but they say its cancelled. 


Accepted Solutions

Model Citizen / Citoyen Modèle

@Jb456 @HALIMACS Thanks for the help guys. I did wait and see if the system was still processing anything and at exactly 12pm today, I got a text saying “thank you for your payment. your plan has been succesfully renewed! Lets keep the conversation going” 



I guess it was a system glitch after all.

View solution in original post


Model Citizen / Citoyen Modèle

I have just tried it and it seems to be working for me, right away I was told when my next autopay will be deducted. 


Are you on autopay?


Mayor / Maire

@Asher2  I've never actually tried 611 during renewal process (interesting if it happens this way). However members are informed to ignore their account at renewal time as it could be misleading. They're told if service is working just ignore the account till the system updates.


At renewal the account goes.

  • Active to expired
  • Expired to Suspended with this note
  • Screenshot_20200205_002706.jpg



  • Suspended back to activate  (in afternoon of renewal date) when system collects the money and updates everything.


Now as for what you have just explained. Maybe (not sure as first time hearing this) that the system was still in the process of updating / processing things in the background to renew your plan. It might work like the self serve account where it's mentioned to not log into (so you don't see all the changes) or if you do log in just ignore all the changes (expired, suspended) etc if your service is working.


Maybe it was something like that with 611 since all your other services were working.


Just a thought.....




Mayor / Maire

Hi @Asher2 


If your plan amount was deducted from your payment card, and you still have service, what you experienced is the typical renewal glitch wherein the system seems to need to think the account has expired in order for it to draw upon funds from either the payment card or the available balance to renew the plan.


It can be very disconcerting, however if you still have full service, everything worked the way it was supposed to.





Great Neighbour / Super Voisin

I have the same problem. and i try to access my account t to see it and i can not see  anything wrong. i have 2 phones and 2 different plans . one is working and the other is not

Great Citizen / Super Citoyen

If your phone is still working, all is good. PM has some glitches.



What is the problem you're having? Further details will help us assisting you have two phones, 2 accounts one is working one is not.


Are these accounts on payment due date?


When you log into the what is the status of them? Active, expired, suspended?


While in the account that is not working. Click "Change sim card". Green arrow on picture below.




It will show you last 4 digits of the sim card. Now take the sim out of your phone. Do the numbers match?


If they don't you have been a victim of simjacking. You should immediately click "Plans & add-ons" and then Lost /Stolen. Mark it as stolen to block whoever simjacked you. 


Then immediately start changing all passwords that are attached to the phone, your PM password and email, social media etc. Also financial institutions and be sure to check for any fraud.


Then contact moderators to investigate the situation and fix your account via link below.

Good Citizen / Bon Citoyen

So the account that is currently not working does not appear in my main account. The payment deadline was today. I have not been further contacted by PM for anything other than one remainder that today was the payment deadline.

@barrosd  you have an issue to?


Or are you @lbarros ???

Good Citizen / Bon Citoyen

We're from the same household.