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Great Citizen / Super Citoyen

Cannot make outgoing calls

Hi,

 

"Sorry we cannot complete your call since you don't have an active account. To make a payment to reactivate your account please push *11 to make a payment from your phone"

 

I'm on autopay, I remember getting both text messages. One reminding me to pay, and another thanking me for my payment.

 

After reviewing my account it shows that my loyalty and auto pay discounts were added but there was no transaction line showing payment from my account.

 

Where can I check my autopay details? Nothing has changed on my end.

Deputy Mayor / Adjoint au Maire

Re: Cannot make outgoing calls

Click "Payments" then "Manage autopay"

GR
Deputy Mayor / Adjoint au Maire

Re: Cannot make outgoing calls

One of my accounts that was renewing 1 night ago did the same, got the text and everything, checked the account and the autopay 2$ and friend refferal were marked but it never charged the card for the rest so I clicked make a payment and applied it and everything worked

Great Citizen / Super Citoyen

Re: Cannot make outgoing calls


@GR wrote:

One of my accounts that was renewing 1 night ago did the same, got the text and everything, checked the account and the autopay 2$ and friend refferal were marked but it never charged the card for the rest so I clicked make a payment and applied it and everything worked



That is one solution that should help immediately. But I want to know why this happened and resolve it so it doesn't happen again in 3 months.

 

My credit card info is still the same, nothing has change. I'm not sure why Public Mobile didn't charge my card. I'll wait for a moderator to look into this for me.

Great Citizen / Super Citoyen

Re: Cannot make outgoing calls

I also see this message:

 

"Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service."

 

Which doesn't make sense because I am on autopay, but autopay didn't charge my credit card this time.

GR
Deputy Mayor / Adjoint au Maire

Re: Cannot make outgoing calls

@Alvito   I think it's just a fluke that the autopay didn't work!  You could send a message to the Moderator_Team and ask them to check up on why it happened. 

Great Citizen / Super Citoyen

Re: Cannot make outgoing calls

I've sent them a PM.

 

I don't believe in flukes when it comes to billing. Somewhere along the way the transaction was not completed. I'll wait for the moderators to respond.

 

Thank you.

Deputy Mayor / Adjoint au Maire

Re: Cannot make outgoing calls


@Alvito wrote:

I've sent them a PM.

 

I don't believe in flukes when it comes to billing. Somewhere along the way the transaction was not completed. I'll wait for the moderators to respond.

 

Thank you.


You may have already read on the forums that AutoPay isn't 100% reliable.

 

Unfortunately PM billing system isn't top notch and glitches can happen.

 

To help ensure a smooth renewal each month, the recommendations are:
1 Manually top-up prior to each renewal to ensure there is sufficient amount in your Available Funds,
2. On your renewal night, stay away from Self-Serve. The process goes thorugh multiple steps and lasts until afternoon the next day. As long as your phone is working, all is well.

 

Please keep us updated if Moderator_team has anything to add.

Good Citizen / Bon Citoyen

Re: Cannot make outgoing calls

Sometimes this happens the day the payment comes out before the actual payment is received.  Should not be for a long period of time.

Great Citizen / Super Citoyen

Re: Cannot make outgoing calls


@LovesToPM wrote:

@Alvito wrote:

I've sent them a PM.

 

I don't believe in flukes when it comes to billing. Somewhere along the way the transaction was not completed. I'll wait for the moderators to respond.

 

Thank you.


You may have already read on the forums that AutoPay isn't 100% reliable.

 

Unfortunately PM billing system isn't top notch and glitches can happen.

 

To help ensure a smooth renewal each month, the recommendations are:
1 Manually top-up prior to each renewal to ensure there is sufficient amount in your Available Funds,
2. On your renewal night, stay away from Self-Serve. The process goes thorugh multiple steps and lasts until afternoon the next day. As long as your phone is working, all is well.

 

Please keep us updated if Moderator_team has anything to add.


This is the first I'm hearing of it. If the system is not 100% reliable, then it should either be fixed or discontinued. Issue a paper bill to my address before the renewal date and I'll pay it before the deadline.

 

PM should not continue a method of payment that they know is flawed. As I said earlier, I've been inconvenienced by not having access to calls, texts and data. I hope there is some incentive as part of the resolution to keep me happy.