topic Re: changing plan in Get Support

changing plan

JCN — Wed, 05 Jan 2022 10:59:33 GMT

My old plan was $35 per month and it is deactived due to late payment. However, I made the payment just now and it is reactived, even though the page has not update yet, but I was able to make phone call now.

However, after I done that I saw a special offer of $40 for 4.5 GB, so I decided to switch my plan. So, I top up my account by $40+tax and selected to have my plan changed in next renewal. The thing is after I done that, the account is showing I am owing $40, and my payment for next cycle is $40 on August. However, when I go into history transaction, I do see both payment of $35 and $40, both in the same date.

does any one know how to deal with this situation?

Re: changing plan

RossN — Sat, 20 Jul 2019 16:36:32 GMT

@JCN hi your 40 will come out in august at renewell all is good things should update later on today if it continues tommorrow contact a moderator https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: changing plan

popping — Sat, 20 Jul 2019 16:35:34 GMT

@JCN wrote:
My old plan was $35 per month and it is deactived due to late payment. However, I made the payment just now and it is reactived, even though the page has not update yet, but I was able to make phone call now.

However, after I done that I saw a special offer of $40 for 4.5 GB, so I decided to switch my plan. So, I top up my account by $40+tax and selected to have my plan changed in next renewal. The thing is after I done that, the account is showing I am owing $40, and my payment for next cycle is $40 on August. However, when I go into history transaction, I do see both payment of $35 and $40, both in the same date.

does any one know how to deal with this situation?

Usually plan change on next renewal date does not ask for money.

Which plan is showing on your overview page after login?

Please post a screenshot of your payment history with your personal info masked out.

We will take a look what had happened.

Re: changing plan

JCN — Sat, 20 Jul 2019 16:36:27 GMT

Since I renewed my old plan first, I think before my next renewal I am still on the plan of the $35 which only comes with 1.5GB. However, when I login to my account, it is showing details for the $40 GB.

Re: changing plan

popping — Sat, 20 Jul 2019 16:38:09 GMT

@JCN wrote:
Since I renewed my old plan first, I think before my next renewal I am still on the plan of the $35 which only comes with 1.5GB. However, when I login to my account, it is showing details for the $40 GB.

You did plan change immediately.

Send a priavte message to moderator for help.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: changing plan

Anonymous — Sat, 20 Jul 2019 16:38:49 GMT

@JCN wrote:
Since I renewed my old plan first, I think before my next renewal I am still on the plan of the $35 which only comes with 1.5GB. However, when I login to my account, it is showing details for the $40 GB.

It would seem you clicked on immediate plan change.

Maybe the mods will do you a solid. No guarantees.

Re: changing plan

RossN — Sat, 20 Jul 2019 16:38:54 GMT

@JCN if that's the case are you sure you didn't renew it now?

Re: changing plan

will13am — Sat, 20 Jul 2019 16:44:27 GMT

@JCN , do you see $40 account credit? You have to be careful interpreting the payment history line items. If you are unsure, you can post the line items with personal information hidden and the community can help with interpretation. I see that there's an off chance you might have done an early renewal. If there's such error committed, you can ask the moderators to correct it. They are pretty good with reversing such errors.

Re: changing plan

JCN — Sat, 20 Jul 2019 16:47:31 GMT

@RossN I am pretty sure I clicked on top up my account first, it does not allow me to click on the other one because my current plan is less expense than the new one. So, I top up the account first, and then I went back and clicked on the renewal on next cycle.

Re: changing plan

RossN — Sat, 20 Jul 2019 16:51:33 GMT

@JCN if that's the case (I hope)then it should clear up today if it doesn't as I and others stated you should contact a moderator they usually reverse charges in this case good luck

Re: changing plan

geopublic — Sat, 20 Jul 2019 16:51:19 GMT

@JCN wrote:
My old plan was $35 per month and it is deactived due to late payment. However, I made the payment just now and it is reactived, even though the page has not update yet, but I was able to make phone call now.

However, after I done that I saw a special offer of $40 for 4.5 GB, so I decided to switch my plan. So, I top up my account by $40+tax and selected to have my plan changed in next renewal. The thing is after I done that, the account is showing I am owing $40, and my payment for next cycle is $40 on August. However, when I go into history transaction, I do see both payment of $35 and $40, both in the same date.

does any one know how to deal with this situation?

@JCN When was your plan renewal date? Was it yesterday by any chance?

Re: changing plan

JCN — Sat, 20 Jul 2019 16:52:27 GMT

@geopublic the renewal date is on the 18th, but I renewed it today

Re: changing plan

geopublic — Sat, 20 Jul 2019 16:59:37 GMT

@JCN wrote:
@geopublic the renewal date is on the 18th, but I renewed it today

@JCN I think you will be ok. It appears that the PM system is experiencing a meltdown when it comes to displaying the correct info when using selfserve. Even the plan renewal status change is taking way longer to compete. If you check back tomorrow I think everything should display properly.

Re: changing plan

JCN — Sat, 20 Jul 2019 17:03:29 GMT

@geopublic

Thank you, hopefully it will be updated soon.

Re: changing plan

JCN — Mon, 22 Jul 2019 22:55:10 GMT

Hey everyone, I am not getting a response from the moderator team, does anyone know their response time?

Re: changing plan

Melissa-H77 — Mon, 22 Jul 2019 22:56:55 GMT

It can take up to 48hours to get a response.

Re: changing plan

stonechucker — Tue, 23 Jul 2019 00:41:15 GMT

Can you post a screenshot of the overview page, hiding personal information? Also the payment history please. Without these images, there are too many if and buts.