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Model Citizen / Citoyen Modèle

Re: my phone service is disconnected and account was paid today at back by autopay

@JFOW  After reading thru this thread from what I can tell is you have auto pay set up on your account thru your bank account....so presumably  with a visa/debit or similar card. You have sufficient funds in your bank account. Your rewards have been applied to you self serve account so this is not the issue. (As has been for some...but they are showing in your account.) To clarify is pm asking for $26? ($30-$4rewards)It sounds like you auto pay has failed. Does your payment history show pm taking the $26? Like it has previously? If it does not show pm taking the funds you have to either add the funds manually from your card that is set up for auto pay or buy a voucher from a retailer and add it to your account. Make sure you add a couple of extra dollars in case you need to add an extra $1 to " jumpstart" your account. Add $28 dollars. Then click on the reactivate button. Reboot your phone. It should then work. If not go back into your account add a $1 payment. Click reactivate. Reboot phone. Does it work? If you have not already then you must contact a moderator to look into your account. Click on the (?) at the bottom right of your screen and submit a ticket via Simon. Ask for a human or a rep then follow the prompts to explain your issue and submit. Then keep an eye on your private message box for a msg from the moderators.

Good Citizen / Bon Citoyen

Re: my phone service is disconnected and account was paid today at back by autopay

My Bank account shows the payment of 29.12 going to Public Mobile BC on October 31.

As of today, November 30, nothing from Public has gone through my account. 

Account balance is over $1,000 and I have overdraft protection. 

Here is a photo of my screenshot of my account page.

Sorry it wont let me send it as it is an adobe file I copied from the site.

i dont have a camera or know how to use this.

The technology with Public is very user unfriendly and difficult.

I ahve had no phone service at all and have serious family and business issues

I must deal with and am marooned with no communications at all except

home laptop and I have done nothing wrong.

I dont know how long I can wait before I have to go to another phone

service provider who wont cut me off for no reason..My patience is just about  over.

thanks for getting in touch.

   

 

Mayor / Maire

Re: my phone service is disconnected and account was paid today at back by autopay


@JFOW wrote:

My Bank account shows the payment of 29.12 going to Public Mobile BC on October 31.

As of today, November 30, nothing from Public has gone through my account. 

Account balance is over $1,000 and I have overdraft protection. 

Here is a photo of my screenshot of my account page.

Sorry it wont let me send it as it is an adobe file I copied from the site.

i dont have a camera or know how to use this.

The technology with Public is very user unfriendly and difficult.

I ahve had no phone service at all and have serious family and business issues

I must deal with and am marooned with no communications at all except

home laptop and I have done nothing wrong.

I dont know how long I can wait before I have to go to another phone

service provider who wont cut me off for no reason..My patience is just about  over.

thanks for getting in touch.

   

 


Seriously. Have you done any of the suggestions mentioned in this thread? Have you had any contact with the moderator team?

The key suggestions would be manually adding a dollar or small voucher amount and/or using the lost/stolen procedure.

If you have a credit card then try to pay with that.

Rather than fighting forever with increasing frustration as to why your existing payment method isn't working...just work around it. Get your services working and then have the luxury of time to try to figure out why your preferred payment method isn't working.

We still haven't seen a screen snip of your overview page so that we can see what you see.

Model Citizen / Citoyen Modèle

Re: my phone service is disconnected and account was paid today at back by autopay

@JFOW  Thank you for the clarification about your account. The auto pay on your account has failed. This does happen. Auto pay will not try to charge your account again. It is only scheduled to do this one time upon renewal. If it fails it is up to you to rectify this situation. You must add funds to your account. No one else....even the moderators can do this. These are your options: buy a voucher and add it thru your self serve account or by dialing 611. Add funds from your card set up thru Auto pay either thru your self serve account or 611. Use a credit card and add funds thru your self serve account by doing a one time payment. Once there are funds in your account make your payment and use the reactivate button. Reboot your phone. Your service should then work. If not use the troubleshooting methods youve been given. Then whether or not your services are working contact the moderators to fix the issue with your Auto pay. These are your choices...your account will not magically pay itself. Getting your service to work now is 100% up to you. Good luck.

Moderator

Re: my phone service is disconnected and account was paid today at back by autopay

Hi there!

 

If you are having trouble with your services, the next step is to contact a moderator. Here is the link to create a ticket through SIMon:


https://www.publicmobile.ca/en/bc/get-help -> on the line "ask me something" write "moderator" -> then click on "account specific question" -> afterward click on "no, I want a human" -> finally you will see an answer "submit a ticket Click me!"

 

Hope that this information was useful! Smiley Happy

 

Mihaela_N
PM Moderator Team 

Great Neighbour / Super Voisin

Could you please check my data plan?

I remember last month my data plan is 500mb +500mb(auto pay bonus) plus 1 gb promo. Today I cheched my data, only 1gb promo left. Am I not allowed  to have the 500mb + 500mb? Thank you

Mayor / Maire

Re: Could you please check my data plan?


@hellenyu2017 wrote:

I remember last month my data plan is 500mb +500mb(auto pay bonus) plus 1 gb promo. Today I cheched my data, only 1gb promo left. Am I not allowed  to have the 500mb + 500mb? Thank you


When did you renew your plan? Perhaps you've used all of your 500+500.

Great Neighbour / Super Voisin

Thank you!

It works!

Thank you and I am sorry for being such a pain, in my total confusion and frustration I gave the wrong phone number. But, it now works  

Again 

Thanks 

Karen Fontaine.