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"Plan expired' at 9pm day before renewal?

Pawprints1986
Deputy Mayor / Adjoint au Maire

Anyone else encounter this ?My service is working still, but I'm also on a grandfathered plan sso I want to make sure it'll renew okay still. I added my funds, it had said "oh no something went wrong" so I called 611, the transaction did go through.... Should everything still work as normal at 2am eat? 

 

My online account says expired already but I thought that didn't happen until midnight...

15 REPLIES 15

Pawprints1986
Deputy Mayor / Adjoint au Maire

@darlicious thank you, this is very helpful! It wasn't even quite 9pm yet when I had looked, about 8:45 or so. But I didn't know those messages were starting earlier. I usually aim to make a payment 2 days before my plan renew, but I had alot going on and forgot until closer to the wire.

 

Interestingly though, luckily I'm always awake at this time anyway, but I didn't end up getting the rewards text until midnight of the day just beginning *after* my renewal (renewal was 19th but I got that on the 20th 12am). I did get the "keep the conversation going" at noon as normal so my mind was at ease by that point, but things are certainly glitchy or they were this time around anyway. 

 

But in the end it worked 🙂

@softech 

It has definitely migrated to earlier in the day I have logged in to see "expired" around 4pm pt.

@darlicious  the process used to start at 9pm EST the night before, right?  now it pushed up to 6pm ..

 

who would know a simple payment takes that much effort an time.. 12 hours to complete.. either lots or work.. or super slow system. lol

 

@Pawprints1986 

There have been some shifts in timing and the expired and/or suspended message appearing an hour earlier or as mentioned by @computergeek541 renewals can be delayed by up to 8 hours or I did have one renewal last 36 hours and it changed my renewal date by moving it forward by a day.

 

As general guide you can still use the following timeline but if you do get concerned near 6 am et that you may have your services suspended check your transaction history. If you see your rewards applied on time the renewal should run it's course on its scheduled timeline if you then do not see your 30 day plan and data charges debited in your transaction history 2 hours later (after rewards)then you have a good idea that you need to take action to prevent service suspension. Despite what your overview page displays (it's been glitchy at renewal lately)your transaction history will display debits/credits as current and correct.

 

At about 6pm et on the evening before renewal your account status will change to expired as your 30 day plan is about to expire. Unless you have no services this is perfectly normal.

 

On the day of your renewal at midnight eastern your plan will renew and any counters ( like data) in your account will reset to zero (0/1024mb). Rewards will be converted and applied to your balance as available funds.

 

At 2am eastern your plan amount will be debited from your available funds in your balance. If there is insufficient funds in your balance to cover your plan amount the difference will be charged to your autopay card as an automatic top up. Your card statement will show this amount+taxes.

 

Your payment history will show 30 DAY PLAN....$10 and depending on your plan either your applicable data amount 1 GB OF DATA AT 3G SPEED....$15  or 3GB/$25 or 5GB/$30 and so on or for the $15 plan the talk portion 100 Minutes Talk Booster......$5.

 

If an automatic top up and/or the plan/data/minute debits/credits do not show in your payment history by 3am eastern you have likely suffered an autopay fail. You will have until 6am eastern to make a manual top up and reactivate your plan. If reactivate does not take your plan amount from your balance then briefly suspend your service via lost/stolen. This forces the payment and the transactions will show up in your payment history.

 

At 6am eastern any account that has not paid for their plan amount in full will have their services suspended or if its been 90 days these accounts will be cancelled and deactivated and lose their phone number. Active accounts will change from expired/suspended to active status. Occasionally this process is delayed up to 6 hours or so....check your transactions in your payment history for confirmation.

 

At noon eastern you will recieve two texts from 611. The first confirms your rewards were successfully applied to your account. The second confirms your plan has successfully renewed. Not recieving the second text indicates an autopay failure.

 

WoozyPolarBear
Model Citizen / Citoyen Modèle

@Pawprints1986 wrote:

@computergeek541 I haven't been obsessing over it or anything... Just wanted to be reassured re grandfathered plan

 

I've had issues in the past with koodo not reinstating something that was wrongfully removed (by them) so I did have a bit of anxiety about the same.


If Koodo, or any mobile carrier wronged you, you should have filed a complaint with the CCTS.

@Pawprints1986 

 

Even in the worst case scenario of your plan failing to renew, you wouldn't lose your plan.  You would simply need to correct the issue and your plan (the same one that you had before) would resume.

Pawprints1986
Deputy Mayor / Adjoint au Maire

@computergeek541 I haven't been obsessing over it or anything... Just wanted to be reassured re grandfathered plan

 

I've had issues in the past with koodo not reinstating something that was wrongfully removed (by them) so I did have a bit of anxiety about the same. Just had to make sure

 

@barndoor agreed it would make more sense and likely be much easier on the community to have those flags on the accounts only once they're actually accurate when something has truly failed

barndoor
Model Citizen / Citoyen Modèle

@computergeek541 wrote:

The timing of the expired and suspended messages has no affect on your service, and if you service is still working, actually doesn't mean anything other than your account will be suspended if there aren't enough funds in your Public Mobile account balance when the system attempts to renew your plan later on.

So really the expired and suspended messages  don't have ANY significance  UNTIL your service stops . Up  until that time they are nothing more than an irritant to customers .  So why not set them at the appropriate timings ? 


@Pawprints1986 wrote:

@computergeek541 so, since my funds did go through I should be okay ?

 

I am on autopsy as well, but I've always added funds manually beforehand to avoid any possible hiccups with the automatic process. I think I've only added funds this close to renewal 1 other time, but there was no expired or suspended message yet that time.

 

I was honestly most worried about the grandfathered plan part. I knew worst case I could get service back, I just didn't want to have to pick a more cost-less value plan from the current ones 😕


As mentioned before, those error messages are displayed to everyone and for every renewal. As you have enough in your account balance to pay for your plan renewal, try to stop looking at your self serve page. These same messages will be shown in your account for the next renewal as well.

Pawprints1986
Deputy Mayor / Adjoint au Maire

@computergeek541 so, since my funds did go through I should be okay ?

 

I am on autopsy as well, but I've always added funds manually beforehand to avoid any possible hiccups with the automatic process. I think I've only added funds this close to renewal 1 other time, but there was no expired or suspended message yet that time.

 

I was honestly most worried about the grandfathered plan part. I knew worst case I could get service back, I just didn't want to have to pick a more cost-less value plan from the current ones 😕


@Pawprints1986 wrote:

Oh ok, so does the expiry message always show up that early? I've seen it say expired before, but it was literally at like 3am the same date of renewal I got curious and was awake. I've never seen it earlier on the night before

 

So what time do renewals happen now, if not 2am? would it still be after midnight?


The actual timing of the expired and suspended messages have changed slightly over the years. The actual renewal times are sometimes all over the place even from one renewal to another.  The timing of the expired and suspended messages has no affect on your service, and if you service is still working, actually doesn't mean anything other than your account will be suspended if there aren't enough funds in your Public Mobile account balance when the system attempts to renew your plan later on.

Pawprints1986
Deputy Mayor / Adjoint au Maire

@JK8 no I'm also in est time zone, I'm in Ontario


@Pawprints1986 wrote:

Oh ok, so does the expiry message always show up that early? I've seen it say expired before, but it was literally at like 3am the same date of renewal I got curious and was awake. I've never seen it earlier on the night before

 

So what time do renewals happen now, if not 2am? would it still be after midnight?


Renewal date is in eastern time. I am out west and I always get this Plan Expired the evening before my renewal date. Are you out west?

Pawprints1986
Deputy Mayor / Adjoint au Maire

Oh ok, so does the expiry message always show up that early? I've seen it say expired before, but it was literally at like 3am the same date of renewal I got curious and was awake. I've never seen it earlier on the night before

 

So what time do renewals happen now, if not 2am? would it still be after midnight?


@Pawprints1986 wrote:

Anyone else encounter this ?My service is working still, but I'm also on a grandfathered plan sso I want to make sure it'll renew okay still. I added my funds, it had said "oh no something went wrong" so I called 611, the transaction did go through.... Should everything still work as normal at 2am eat? 

 

My online account says expired already but I thought that didn't happen until midnight...


 

This message is shown to everyone. If your services are still working and payment arrangements have been made, please ignore the error message.  The error messages have always started during the night of renewal.

 

Also, from my experiences, renewals don't happen well past 2 a.m. eastern time.  The renewals used to be done by around then, but that's no longer the case. As for service, that wouldn't get cut off for non-payment unless that system has already tried to unsuccessfully renew the plan, which could possibly be several hours later.

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