07-31-2019 11:39 AM - edited 01-05-2022 06:12 AM
I am not hearing back from moderators and my service has been suspended because of expiry date
08-08-2019 11:52 AM - edited 08-08-2019 11:54 AM
@msbrad46 wrote:yes everything seems to be good thanks
Hi @msbrad46,
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08-08-2019 08:31 AM
yes everything seems to be good thanks
08-02-2019 01:15 PM
Same here. I got charged twice on my bill and wrote 4 times to the moderator for the last 48 hours and still haven't heard anything even though it was business hours.
08-02-2019 08:49 AM
I need my password to I can fix everything. Because I can log in I cant fix anything.
08-02-2019 12:33 AM
@msbrad46 wrote:thanks everyone that is what I have done for now. My concern now is that I will have to do this every month. Its been almost a month and no one has gotten back to me
Hi @GinYVR
According to @msbrad46 , he already got vouchers and his phone is working again.
His concern is he doesn't want to have to repeat this process monthly.
When Moderators help him to recover his Self-Serve account password, he'll be able to update his credit card info and re-establish AutoPay.
08-02-2019 12:21 AM - edited 08-02-2019 12:24 AM
@msbrad46If you are still trying to get your debit card expiry date updated. I would suggest go and get a voucher (enough to cover your previous plan without the rewards, I suggest with a few bucks to spare just in case) and get your phone working first via 611 rather than waiting. Don't put your life on hold, just for the moderators to get back to you.
Once your phone is working, you can receive the verification codes that the moderators need to prove your identity.
08-02-2019 12:15 AM
@msbrad46 wrote:Yes I tried a month ago and got no where and then sent three this week no response as of yet. Its not spam they are very aware of what is going on
Sounds like you will hear from Moderators soon. Good luck!
08-01-2019 03:41 PM
Yes I tried a month ago and got no where and then sent three this week no response as of yet. Its not spam they are very aware of what is going on
08-01-2019 03:37 PM
@msbrad46 wrote:yes many many!!!
Hmmm ... how many?
It's not a good idea to spam the Moderators.
Idk you might want to start over again and explain your situation.
08-01-2019 02:04 PM
yes many many!!!
08-01-2019 01:40 PM - edited 08-01-2019 01:41 PM
@msbrad46 wrote:nothing in the messages!!!! awwwww
Do you at least see the message(s) you sent out to the Moderator_team?
08-01-2019 01:35 PM
nothing in the messages!!!! awwwww
08-01-2019 01:31 PM
@msbrad46 wrote:thanks everyone that is what I have done for now. My concern now is that I will have to do this every month. Its been almost a month and no one has gotten back to me
One thing at a time. I'm really surprised you haven't heard back.
Btw are you able to check your private messages? Click on the envelope "Messages" on the top right of this page.
08-01-2019 01:15 PM
thanks everyone that is what I have done for now. My concern now is that I will have to do this every month. Its been almost a month and no one has gotten back to me
08-01-2019 01:08 PM
If you still have access to 611 on your phone, purchase vouchers from a local retailer to get your service started again. Then deal with the password and expiry date afterwards.
07-31-2019 11:18 PM
@msbrad463 weeks is a long time, there could be some miscommunication. Does the envelope icon on the top right hand corner on the page have a red dot on it? If so, have you tried clicking on that?
07-31-2019 10:25 PM
@msbrad46 wrote:I can not use self serve because I do not know my password. I have requested a new password for weeks.
Who did you request the password from? That is too long to wait.
First you can try this link to recover your password.
If you need assistance, send a private message to Moderators here. Response time varies up to 2+ days.
07-31-2019 10:21 PM
I can not use self serve because I do not know my password. I have requested a new password for weeks.
07-31-2019 12:07 PM
@msbrad46 wrote:It has been three weeks
That is way too long. You can message them again (if you haven't heard anything within 3 days).
07-31-2019 12:06 PM
07-31-2019 12:06 PM
It has been three weeks
07-31-2019 12:04 PM
@msbrad46 wrote:I do not know my password and they have not got back to me on that either
Response time is around 2-3 days at the moment unfortunately.
07-31-2019 12:04 PM
I do not know my password and they have not got back to me on that either
07-31-2019 11:57 AM
@msbrad46 wrote:the expiry date on my debit card changed and they need the new one but I have no way to submit the new date
You can update the credit card info yourself.
Are you able to logon to your Self-Serve account?
Update or remove your payment card
To update or remove your credit or Visa debit card details, sign in to Self-Serve. Once signed in, click on the ‘Payment’ tab, then scroll to the bottom of the page and select ‘Manage my card’. Here, you will have the option to either select ‘Replace this card’, where you can enter the details for your new card, or ‘Remove this card’. You will need to review and confirm this change to your account and then you’re all set..Remember, we accept credit cards (Visa, MasterCard, American Express) and Visa Debit cards that have been issued by Canadian or American financial institutions and are associated with addresses in Canada or the U.S. If you are using a payment card, leave the apartment/suite number in the payment information section blank.
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Meanwhile to get your service up and running again, you can purchase payment vouchers and apply them right away to your account.
Purchasing Vouchers
We also accept payment vouchers, which you can purchase at select locations. To find the location nearest you click here. Payment voucher PINs are 12-digit numeric codes located on the receipt. The location of the PIN varies depending on where you purchase your voucher; however, you will typically find it on the top or the bottom of your receipt. To top up using a voucher, sign in to your Self-Serve account, select the ‘Payment’ tab, then ‘One Time Payment’. In the form on the next page, select ‘Payment Voucher’ as your payment method and enter your voucher code below, then click ‘Submit’.
07-31-2019 11:45 AM
the expiry date on my debit card changed and they need the new one but I have no way to submit the new date
07-31-2019 11:42 AM
@msbrad46 wrote:I am not hearing back from moderators and my service has been suspended because of expiry date
What happened to your service? If you can post more details someone would lovely to help you.