NEW BUG

[Luddite]

WOWIE and not in a good way. There seems to be a new bug that affects current customers: SERVICE JUST STOPS. Payment is up to date and  account may even say "Active". I am responding as follows:

Seems to be a new bug. 

Do one, or all, of the following:

- post your issue to PM on Facebook/Twitter

- send tech support the webform found by following the "buttons" in this link, https://publicmobile.ca/en/on/get-help

- send a private message to any moderator ( @Shazia_K for example) with your phone number and a description of what has happened, but given their backlog it will likely be several days before they respond

While your service is down you can make phone calls with an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.

[imm1304 · Accepted solution]

It happened to one of my lines mid-cycle.  Luckily, it was just the first day of the new promo and one of the mods was able to sort it out within minutes.  

[ShawnC13]

YIKES so your service has just stopped on its renewal date?

[imm1304 · Accepted solution]

It happened to one of my lines mid-cycle.  Luckily, it was just the first day of the new promo and one of the mods was able to sort it out within minutes.  

[robertbarrett]

I have the same issue. I've had no service since yesterday

Mods, any help?

[daredogg]

Wow @Luddite more and more I'm seriously reconsidering changing my plan to anything else, ever. I was saving up for a 90 day plan starting in January, but maybe I'll just stick with the 30 days at a time. Just wondering, did you decide to upgrade to promo plan, or did you stay with what you had?

[srlawren]

@daredogg this doesn't seem to affect everyone.  I still think you're better off to go to a 90 day plan in Jan if you can. By then, hopefully the backlog will be long gone (there will be some residuals over the next little while of people with scheduled plan changes to the promo plan that won't work, but overall the big bulk should be done well before then), so you should be able to get it resolved pretty quickly if there is an issue.  The 90 day plans are a better value, and once you're on it, you're renewals are 3 times less frequent, so even fewer opportunity for renewal related issues.  

[srlawren]

@robertbarrett did you send a private message to one of the moderators?  I'm pretty sure @Shazia_K was working this morning, probably still is. 

[daredogg]

Thanks @srlawren, makes sense with less opportunity for error with the 90 day plans. My initial experience with the moderators was great, and I hope by the time January rolls around, the speed of response will be back to normal (or at least the new normal, whatever that may be).

BTW, I like your message footer... I had a few people private messaging me, thinking I was a moderator as well.

[Shazia_K]

Hello @robertbarrett, 

I'm sorry about this, 

I did receive your PM but the public Mobile phone number is missing. 

Thanks,

Shazia

[srlawren]

@daredogg thanks!  It was a bit of a desperation move as I was getting quite a few people private messaging me during the promo period thinking I could fix up their accounts.  It wasn't a big deal to reply and point them towards a moderator, but sometimes it wasn't convenient for me to get to the message right away, and it would just add more delay to them getting help.  I figured the footer (signature in My Settings) was worth a try.  It seems to be working.

Yeah I'm sure you and I weren't alone.  I'd bet @Rockdaddy22 and the other oracles got a lot of private messagess.  Probably several other active community members probably got contacted too.