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Good Citizen / Bon Citoyen

Recharging the account did not give a full month

I changed the plan on my account and re-charged it to top up for the following month. The system is telling me that the account has been charged there is $25 on the account, however I still cannot make any calls. Also, the system is telling me that I will be recharged the same amount ($25) on the 17th which is in two days. Why is that the case? I have already paid for a full month why am I only being given two days for the $25 that has already been paid?

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Mayor / Maire

Re: Recharging the account did not give a full month

@jgrewal  there's two ways to change plans

 

1= Change now - (It will say top up now if you don't have funds to cover new plan).

 

2= Change at next renewal. Your new plan you pick will be scheduled to start at your next payment due

 

Screenshot_20200130_023658.jpg

 

What one did you select?

 

You said your balance shows $25? So maybe you just added the money and did not change the plan? 

Also note plans are 30 days monthly.

 

Are you currently on the $15 plan and are trying to change to the $25?

 

Let us know so we can help you sort your issue out.

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Deputy Mayor / Adjoint au Maire

Re: Recharging the account did not give a full month

Hello @jgrewal ,

 

What does your account status say in you SELF SERVE?

Hit reactivate if it is currently suspended AND you do not have any services.

 

Try one or more of the below:

*rebooting your phone

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

*reboot your phone again

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Mayor / Maire

Re: Recharging the account did not give a full month

@jgrewal  You cannot renew your existing plan early by simply adding funds ($25) to your account. If you wish to renew your $25 plan early you need to submit a ticket and ask a moderator if they will do it for you.

 

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking  here or the icon (bottom right of your screen).

 

s.JPG

 

If you are still having problems contacting Public Mobile then click here. The link  sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team 

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Mayor / Maire

Re: Recharging the account did not give a full month

@jgrewal changed your plan to which one? you should of topped up your account by going to the "payment" section before you changed plans

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Mayor / Maire

Re: Recharging the account did not give a full month


@gpixel4 wrote:

@jgrewal changed your plan to which one? you should of topped up your account by going to the "payment" section before you changed plans


Not needed. Immediate plan chnage forces it. That doesn't need to be done sepearately.

 

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Mayor / Maire

Re: Recharging the account did not give a full month

"30-days" and "1 month" aren't always the same thing.

 

Not much difference, but more often than not it will offset the billing date by a day (or two) when the cycle renews. Be aware of shifting payment dates over passing months.

 

You also don't get Rewards for interrupted billing cycles.

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Good Citizen / Bon Citoyen

Re: Recharging the account did not give a full month

I am not sure about the charging option I chose. I was on a $15 plan, however, I changed to the $25 plan now. The charge of $25 did go through, and my account does reflect the charge. I still cannot call anywhere with my phone though. When I dial *611 I get the message that a charge of $25 will be applied on the 17th. Also, it does say that I do have $25 in my account and the next auto payment will be on the 17th of October.

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Deputy Mayor / Adjoint au Maire

Re: Recharging the account did not give a full month

Hello @jgrewal ,

Have you rebooted your phone?

 

Did you choose "Change on next renewal"?

Did you add the funds in your account for the $25 amount?

 

Not good if you cannot make calls right now.

Was your account suspended at one point?

  1. Log into your Self-Serve account
  2. Go to Plan and Add-Ons > Lost/Stolen Phone
  3. Select Resume/Reactivate Service

 

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Good Citizen / Bon Citoyen

Re: Recharging the account did not give a full month

No,  the account charge is not applicable. I cannot call anyone from my phone. $25 was charged on my account. The credit card was charged $25. The account does show $25 on my account. However, I have not had the use of my phone since yesterday.

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