Can't access account details after account change from monthly to to PAYG

Hey there @KGN, welcome to Community!

Once your contract disconnects with us, it does indeed change to a PAYG for a short period of time, so that the number remains active and so you have some time to port the number out if you wish to. However, it doesn’t properly change into a PAYG contract, so that you can begin to top it up etc. We simply change it to a PAYG so the line-remains active, so you can still receive calls, texts etc, until the port completes.

We always recommend that when disconnecting or porting away from us, that you have the port-in date to the new network aligned with when your contract with us ends, or to leave us via PAC code straight away as opposed to having a 30-day disconnection, and then porting out.

Thanks,

Tyler

Thank you @Tyler, it wasn't explained to me that the account would be PAYG for only a limited time when I cancelled.

I wasn't given a date for the account being changed from monthly to PAYG either, it took effect in what happened to be a pretty inconvenient time over the weekend.

I don't know if it's possible to give feedback but I feel it has been handled pretty poorly.

@Daz_S thanks for your help! I was able to access voicemail the way you said.

It was a call about a house we're interested in and we all know estate agents are far too archaic to send an email. Talk about a bad time to lose connectivity!

Thanks again.

Hi @KGN,

Glad to hear that it has been resolved.

If you require further assistance, please let us know.

Kash

@Kash well the word "resolved" is doing a lot there.

My service was removed on a Sunday which left me with no way to make calls, send texts, or use data, with no way to top up the service either.

Then because it was a Sunday my number won't port until Tuesday leaving me without sufficient service for at least two and a half days.

The resolution is that I can't do anything about the situation.

Hi @KGN,

I’m very sorry about this.

You’re number port should only result in loss of service on the port date.

If you have issues before this we can check this out via PM to see what has gone on.

Kash

No problem @KGN glad to help

And yes I know all about bad timing

But as said by the staff on here, the incoming side of the number should have stayed active. Hmm??🤔

@Daz_S yeah the line remained active, it was the limited signal at my home address that meant I wasn't receiving calls.

Maybe a bit of an edge case/perfect storm situation but with not being able to add credit it meant I then couldn't check voicemail until I had access to another phone.

Ah right @KGN you also have a poor signal problem, sounds familiar!

And I know what you mean. You’d always expect the voicemail service to be part of the combined service and this to always be free at any time if calling from your number on their system. But then somebody would have to pay the voicemail servers bill and it wouldn’t be them!