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why didn't my subscription auto-renew?

Great Neighbour / Super Voisin

I tried to make a phone call today and couldn't and I got the message, "your plan didn't renew because we did not receive your payment. To resume your service, make a payment at--"

I've been with PM for over three years and this is the first time this has happened.  My credit card didn't expire, so what gives?

Worse thing is absolutely no warning that I couldn't make a call. Also, I used to get texts when they charged my card--haven't seen one of those in a while


HI @NoFixedAddress 

yes, we saw unusual high number of post about renewal problem in the last 2 days

Great Neighbour / Super Voisin

I submitted a ticket as well.  Kind of disconcerting.  Luckily I was home at the time and had other Internet access to renew.  What would have happened if I was stranded somewhere?

If it happens again, I'm going to have to switch.

Great Neighbour / Super Voisin

The EXACT same thing happened to me today and I have also been with Public for years, never with an issue. I have submitted a ticket. will let you know if I find out anything useful.

Mayor / Maire


Did you login to your account online or the PM app and check if Subscribed (AutoPay) button is enabled?

If not, enable it for next month payment but you need to make a manual payment to restore service.

Mayor / Maire

Auto pay sometimes fails, @NoFixedAddress 

Your only options are to try making a manual payment with the existing card (ensuring it has not expired or was somehow compromised), change to another payment card such as Visa, MC, or debit Visa or debit MC, or pay with Vouchers available at many retailers.

Those SMS notifications have mostly stopped.

If you want to ask customer support what happened with the auto-pay, here's how to reach them.

To contact a Customer Support Agent, there are 2 methods:

  1. Use the ticketing system for a faster response time. Click here to create a support ticket, then type Customer Support Agent, then Contact Us,  or
  2. Send a private message to Customer Support Agent by clicking here.  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Need Help? Let's chat.