Please fix renewal bug - erroneous "Account Suspended" message

[srlawren]

I would like to see PM spend some time to update the renewal process to resolve a known (within this community) issue.  Currently, on the eve of your renewal, your self-serve account will erroneously show as being suspended, along with other confusing things in your self-serve (such as showing your add-ons being expired for a period of time when they aren't).  

Sometime a few hours later, the system seems to "catch up" and everything is fine, and even during the incorrect time, phone, text and data all seem to work fine.  However, for anyone that wasn't "expecting" this issue (I'm sure many customers don't keep up on the forum as frequently as some of us do!), this is a bit of a terrifying experience, that should be eliminated.

Here are some recent examples of threads with discussion about the issue for reference:

1) http://productioncommunity.publicmobile.ca/t5/Discussions/Finally-my-payment-renewal-date/m-p/40278

2) http://productioncommunity.publicmobile.ca/t5/Self-Serve/Account-suspension-date-vs-AutoPay-date-vs-...

3) http://productioncommunity.publicmobile.ca/t5/Self-Serve/Account-Suspended/m-p/40063

[IWIK]

I agree, it's alarming to see for the first time.

[Jeremy_M]

@srlawren

Thank you for bringing this up! This in fact is a known issue that we are currently working on to resolve. The impact is minimal (30-40 customers).

We ask those who are impacted by this issue, to contact our support team so they can resolve this issue for them.

Hopefully we can squash this bug sooner than later!

Cheers,

Jeremy

[7789849803]

FYI - as far as I know, the "account suspended" message is being shown to ALL (100%) customers on renewal day, so the impact is extreme.

I urge PM to fix this bug on a priority basis.

[Martin]

Hello,

When I renew every 30 days, my account always shows "status: expired" and *611 states "service suspended", but there has never been any interruption in service. I can still make and receive calls. It's a glitch that unfortunately has persisted for many months. The preceding is not an excuse, but rather an explanation of what the error messages DON'T mean.

FYI.

[Chaos_Scorpio]

hmm seems like an old issue was resurrected... any updates when this would be fixed this time around? The forums are floodded daily with people freaking out. 

[WearySky]

Yup, this is still happening, over a year later.  I'm not sure if it was ever fixed, since I've been seeing it since I started with PM back in late October.

[srlawren]

@WearySky unfortunately not.  I'm hopeful it won't be too too much longer....

[srlawren]

Hi @Jeremy_M,

14 months ago (yes, A YEAR AND TWO MONTHS AGO), you replied and said:

"Thank you for bringing this up! This in fact is a known issue that we are currently working on to resolve. The impact is minimal (30-40 customers)."

Could we get an update on this?  It's still going on, and has affected a LOT more than 30-40 customers.  We see threads on this issue pretty much daily.  This needs to get FIXED and it needs to happen REALLY, REALLY soon.  

Update, please.

cc: @David_J