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Oracle

EXPIRED vs SUSPENDED; AVAILABLE FUNDS vs REWARDS, and other miscellany

UPDATED: July 5/18 including SD08's post.

First a word of CAUTION: the following analysis is based on personal experience and observing posts to this forum, and has not been confirmed officially by Public Mobile.

 

It was helpful to me in understanding these issues to think of PM as having two separate systems: System A. being one that takes money, and System B. one that provisions services.

 

ALSO, no explanation really suffices when you have paid enough for your plan AND have no service.

 

EXPIRED vs SUSPENDED

 

Just before midnight on the day your plan expires System A changes your account status to Expired and begins looking for money. At midnight your account status shows "Suspended". A few hours later all your Rewards are credited to your account as Available Funds and Rewards are reset. System A then compares the Rewards just credited to your plan cost (say $120). If Cost >  Available Funds the remainder is charged to your credit card IF you have autopay turned on. At this point System A says to System B “We have $120” and System B compares $120 to your plan cost. Assuming $120 is equal or greater than your plan cost System B provisions your services.

 

On the other hand, if you are paying manually, or if your credit card fails, System A says “I have $100” and System B “Suspend services” because you’ve not yet paid $120. At this point your phone stops working EVEN though you have paid part of your plan cost. Your account status now becomes “Suspended”.

 

AVAILABLE FUNDS vs REWARDS

 

Took me quite a while to figure this out, but Rewards are not “Available Funds” until midnight on your expiry date. Until then Available Funds are ONLY credits or money you have paid. 

 

AUTOMATIC PLAN CHANGE GLITCHES at Expiry

 

These seem to be abating. I think they arise because of miscommunication between System A and B triggered by System B updating to your new plan too late. There are two cases:

 

1. old plan was $120, new plan is $90. System A takes $90 and tells System B “We have $90”. System B has not yet updated and thinks you are still on the old plan. Therefore service is Suspended because $90 is less than $120.

 

2. old plan was $42 new plan is $120, so System A takes $120 and at midnight tells System B “We have $120”. System B says “great” but again provisions the old plan so service is not suspended and you have a credit of $78.

 

So in Case 1., the only foolproof way to avoid service suspension during an automatic plan change is to make a manual payment such that Available Funds plus Rewards at least equals your old plan cost.

 

The moderators can quickly (i.e. not during promo periods) clear up these automatic plan changes glitches.

 

Clearly I have too much time on my hands! Robot LOL ©


>>> ALERT: I AM NOT A MODERATOR. JE NE SUIS PAS MODERATEUR.
Great Citizen / Super Citoyen

Re: EXPIRED vs SUSPENDED; AVAILABLE FUNDS vs REWARDS, and other miscellany

Lol ya basicly they are probbily working hard to fix it since alot have no service now 

Mayor / Maire

Re: EXPIRED vs SUSPENDED; AVAILABLE FUNDS vs REWARDS, and other miscellany

Useful explanation, @Luddite

 

Just one exception to the "Available funds" category.  The very first Autopay reward instantly goes in to Available funds and stays there until next renewal date.  All subsequent autopay rewards are displayed in the "My Rewards" section.

 

Also worth noting is that the available funds are equivalent to cash and stay as balance until used.  Rewards,if unused, expire every billing period.  So, if anyone earns Rewards that are more than the amount they owe on next bill, its not carried forward.  

Mayor / Maire

Re: EXPIRED vs SUSPENDED; AVAILABLE FUNDS vs REWARDS, and other miscellany

@PublicMobile101 if anyone is out of service from a plan change, it could be fixed with a top up in funds. You get the refund back later.
Model Citizen / Citoyen Modèle

Re: EXPIRED vs SUSPENDED; AVAILABLE FUNDS vs REWARDS, and other miscellany

This is a big problem, and Public Mobile needs to acknowledge that there are issues with specific functions in their system.  Why do they even allow automatic plan changes if they never work correctly?

Mayor / Maire

Re: EXPIRED vs SUSPENDED; AVAILABLE FUNDS vs REWARDS, and other miscellany

@shrimpdude, I agree.  I am curisouly looking out for new plan change request failures now since the maintenance outage.  Not sure yet if its fixed.  

Oracle

Re: EXPIRED vs SUSPENDED; AVAILABLE FUNDS vs REWARDS, and other miscellany


@Luddite wrote:

 

 

AVAILABLE FUNDS vs REWARDS

 

Took me quite a while to figure this out, but Rewards are not “Available Funds” until your expiry date. Available funds are ONLY the money you have paid. So on your expiry date, System A takes available funds but then waits until you add enough money to equal (remaining plan cost - rewards) then actually gives you the Rewards.

 


Are you sure about this?

 

What i understood is that the system takes available funds first. Let say i have $50. My payment due is $120-$50. Leftover is $70, then it minuses rewards? What if someone has $100 available funds and $25 rewards? Does the $5 remain in rewards or available funds?

 

I thought they first minus the rewards and then take due amount from available funds. If no available funds, then it charges on your cc or awaits for available funds if there is no cc on the account.

 

 


I am not a mod. Do not send me private message with your personal info.

New Here? - Check out Knowledge Base Articles to learn more about Public Mobile.

Oracle

Re: EXPIRED vs SUSPENDED; AVAILABLE FUNDS vs REWARDS, and other miscellany

@NDesai Yes, that is my understanding of the sequence for rewards vs funds.


>>> ALERT: I AM NOT A MODERATOR. JE NE SUIS PAS MODERATEUR.
Oracle

Re: EXPIRED vs SUSPENDED; AVAILABLE FUNDS vs REWARDS, and other miscellany


@Luddite wrote:

@NDesai Yes, that is my understanding of the sequence for rewards vs funds.


System first minus rewards. When you go to My rewards, it will say actual amount due which is Plan Cost - rewards. So, rewards are FIRST minused from total plan cost and not available funds. After subtracting rewards, it will take available funds/credit card. If none available then it awaits for payment. 


I am not a mod. Do not send me private message with your personal info.

New Here? - Check out Knowledge Base Articles to learn more about Public Mobile.

kan
Good Citizen / Bon Citoyen

Re: EXPIRED vs SUSPENDED; AVAILABLE FUNDS vs REWARDS, and other miscellany

Okay this sort of half answers a question i have.

 

looking at your post and at the knowledge base link http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/All-about-our-Plans-and-Add-ons/ta-p/22...  at the part about suspension for 90 days.

 

If auto pay for some reason doesnt happen and your account goes into a suspended mode are you suspended with your same plan until you pay, like will we keep this 90 day/12gb plan while in suspended mode for a few days in limbo? or will we lose it immediatly?