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Good Citizen / Bon Citoyen

my phone service is disconnected

I;m getting a message from Public saying my service is disconnected.

I ahve autopay on my bank account for public.

I got a text from public and saying it was paid and I got $2 in rewards

but now it says my account is not paid and I have no service

 

I had plenty of funds in my account so I am baffled

When I call public help it ells me I have to pay 26$

I am going to bank tomorrow to confirm that my account was paid.

I had to use a friends phone as mine died.

he used public before.

I put my sim card in his phone..

I can't use my credit card to pay it now to get it going

(even if I am paying double)

as the recording says my card must be preregistered

I never di that as it was autopay from my bank account

 

Does anyone have any suggestions what i can do as

I have no service which is causing havoc and I cannot

find any way to ensure that this account is paid as I cannot

talk to anyone to explain or find out what happened

and how to fix it?

 

thanks

 

 

edited by comptuergeek541: phone number removed

Mayor / Maire

Re: my phone service is disconnected

@JFOW 

Edit your post to remove your phone number if you do not want to get spam calls as anyone can access this forum.

 

You can buy a topup voucher from a Shell gas station which is recommend by a forum member.  Shell gas station will activate the topup voucher right away and use it to pay your PM service and get your phone working right away.

Re: my phone service is disconnected

@JFOW 

What's the exact error message that's showing inside your Self Serve account.  It is saying that your plan is expired?  If it is, try clicking on the reactivate button. I do notice that you said that you have no service, but normally, such error messages can be ignored on your renewal night/morning.

Mayor / Maire

Re: my phone service is disconnected

@JFOW  Sometimes AutoPay will fail during renewal. Do you have access to your selfserve account.

  If yes, access your account andif there is a reactivate button hit it and follow the prompts. Otherwise submit a ticket to Public and they will investigate. To get help do the following:

 

Edit: See above post. Nothing wrong you should be able to use your phone as normal when you recharge it. If your plan was up for renewal and your phone is still working you can ignore this message. The temporary plan suspension although confusing is a normal part of Public Mobile's renewal process and in many ways it's best to simply not monitor the account during the renewal process.

If you are not familiar with the Public Mobile renewal process the temporary suspended status could easily cause concern and panic and and cause the customer to take uncecessary actions (Making onetime payments) that ofter result in account suspension possibly requiring moderator intervention and uncessary downtime.

The way the PM renewal process works is as follows:

1. Plan will show "expired" sometime before midnight.
2. Rewards get converted to available funds at midnight, rewards reset and account shows Suspended (temporary).
3. In the early hours, if there any available funds they are credited first then if necessary the AP credit card gets charged to cover the plan cost renewal.
4. Plan gets renewed and the account status changes back to Active.

 

 

Good Citizen / Bon Citoyen

Re: my phone service is disconnected

Yes

I'm baffled

there are plenty of funds in bank account to cover the 30$ MINUS $4 rewards

equals $26 and so no reason to cut off my phone.

Are you telling me that every year Public cuts off your phone for a day to reset your payment plan?

That's pretty disruptive and strange.

So do I just do nothing and wait until it comes back on again?.

I'm pretty sure they alrerady took it out of my bank account.

I will go and check it at Bank tomorrrow.

I would rather not use my credit card.

I have had no service all day sicne this morning.

Thanks for your help

Much appreciated.

John.

Mayor / Maire

Re: my phone service is disconnected

@JFOW  Your phone should still work during the renewal. Is it not working? Did you try making call or sending a text? If it's not working then submit a ticket to PM for help by doing the following:

stpm-new.png

 

 

Mayor / Maire

Re: my phone service is disconnected


@JFOW wrote:

Yes

I'm baffled

there are plenty of funds in bank account to cover the 30$ MINUS $4 rewards

equals $26 and so no reason to cut off my phone.

Are you telling me that every year Public cuts off your phone for a day to reset your payment plan?

That's pretty disruptive and strange.

So do I just do nothing and wait until it comes back on again?.

I'm pretty sure they alrerady took it out of my bank account.

I will go and check it at Bank tomorrrow.

I would rather not use my credit card.

I have had no service all day sicne this morning.

Thanks for your help

Much appreciated.

John.


What is the date in your self-serve? Do you have the Reactivate button?

 

Funny though. Some people would be very reluctant to allow money to be taken out of their bank accounts. Some people would be very reluctant to allow money to be taken out of their credit cards.

I really don't like anybody taking money out of my accounts. I'm a little wary of anybody automatically taking money out of a full-on proper credit card. So I use a prepaid "credit" card gift card for automated type payments.

Good Citizen / Bon Citoyen

Re: my phone service is disconnected

Message says "We couldnt complete your call since you dont have

an active plan on your account"

I had to borrow this phone from a friend and put my sim card in it as

my phone died and I am waiting for new phone to arrive in 7-10 days

thanks  He had public on this phone but it was for his daughter and he shut it down

I think. My plan is fine and was charged and paid full $39 today minus $4 in rewards,

I dont know what is happening.

Thanks for any ideas on how to cure this.

John

Good Citizen / Bon Citoyen

Re: my phone service is disconnected

i get this message when I try to make a call..

thanks

Mayor / Maire

Re: my phone service is disconnected


@JFOW wrote:

i get this message when I try to make a call..

thanks


Have a read here.