topic Re: New Plan Missing Half the Features in Get Support

New Plan Missing Half the Features

Dylan126 — Wed, 05 Jan 2022 11:51:35 GMT

I changed my plan over this past weekend knowing my renewal/auto pay was coming up September 3rd. I just logged in today to check my plan, and it seems to be missing half hte features.

The plan I chose is: Promo $60 UL Can and US Talk and Text 8.5GB 3G Data with AutoPay 2GB US Data Roaming

Plan Details:

30-day plan
8 GB of data at 3G speed (Canada-Wide)4
Bonus 500 MB with AutoPay
Unlimited Canada-wide Talk
Unlimited Canada-US talk
Unlimited US Roaming Talk, Text, and Picture messaging3
Unlimited International Text and Picture Messaging
2 GB of US Roam Data
Voicemail and Call Display

But when I view my Plan page, all I see is:

My Plan

This plan includes: -
- 8.5GB at 3G Speed
- Unlimited International Text
- Unlimited Talk to Canada and the US

My Add-ons

1GB Add-on

200 min US and Canada Long Distance

200MB Add-on

So I know for sure the plan changed as expected, but not to the plan I expected. Specifically, I expect to have the US Roaming features which are not listed at all.

Further, if I go to change my plan again, the summary is the same:

Re: New Plan Missing Half the Features

missorange — Wed, 04 Sep 2019 17:46:56 GMT

maybe at the point you changed the plan, you dated in next renewal cycle, it means the new plan and feature will take effective in the next renewal cycle. If you want this plan take effective immediately, you will lose the current plan and it means you will be charged twice.

Re: New Plan Missing Half the Features

Dylan126 — Wed, 04 Sep 2019 17:46:58 GMT

Yes, which should be this renewal (yesterday). I made the changes on Saturday, September 1st.

Re: New Plan Missing Half the Features

GR — Wed, 04 Sep 2019 17:48:37 GMT

@Dylan126 you should probably message the moderator_team and ask for help

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

Re: New Plan Missing Half the Features

Dylan126 — Wed, 04 Sep 2019 17:51:14 GMT

Thanks, will do. I'll update with the solution here.

Re: New Plan Missing Half the Features

popping — Wed, 04 Sep 2019 17:51:18 GMT

@Dylan126

PM server had not updated the new $60 plan with the US roaming correctly.

You has a $60 plan. There is only on $60 plan in the PM offering.

You can ask moderator to confirm that what you have.

@Alan_K Please look into what happened to the PM server. I have seen a few subscribers reported that with missing US roaming features.

Re: New Plan Missing Half the Features

will13am — Wed, 04 Sep 2019 17:54:32 GMT

@GR wrote:
@Dylan126 you should probably message the moderator_team and ask for help
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

We have switched over to the new ticketing system. Customers are supposed to click on the ? on the bottom right and use SIMon to invoke the private messaging to the moderator team.

Re: New Plan Missing Half the Features

GR — Wed, 04 Sep 2019 17:56:00 GMT

@will13am true! I forgot about that. @Dylan126 try it that way! Let us know how the new ticketing system works also

Re: New Plan Missing Half the Features

Dylan126 — Wed, 04 Sep 2019 18:01:12 GMT

@will13am @GR l just tried the chat bot and it wasn't any help, no option to speak with the moderator team there. It seems best suited for simple questions.

Re: New Plan Missing Half the Features

Luddite — Wed, 04 Sep 2019 18:04:04 GMT

@Dylan126 Try this link: https://www.publicmobile.ca/en/bc/get-help/form/U2FsdGVkX1-8kz2ibdu1NHm3533JZF6dp4eO4n31Elt0MwK8I7AsBgMuAyaG5bfGE3SPP4I4-qP_2Zownat6bA

Re: New Plan Missing Half the Features

Jb456 — Wed, 04 Sep 2019 18:04:44 GMT

I know I played with that chat box rather annoying.. doesn't even understand "bye" LoL

Message mods from this link

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

Re: New Plan Missing Half the Features

GR — Wed, 04 Sep 2019 18:04:48 GMT

@Dylan126 it's supposed to start you a ticket to get help but I'm not sure how it works exactly

Re: New Plan Missing Half the Features

Luddite — Wed, 04 Sep 2019 18:24:23 GMT

@GR wrote:
@Dylan126 it's supposed to start you a ticket to get help but I'm not sure how it works exactly

I just rummage about until "Submit a ticket" appears. For example:

No service >> Stil not working >> Submit a ticket.

Of course I am hopeful that I will eventually get a response where I can say whatever I want and not just tick boxes.

Re: New Plan Missing Half the Features

Dylan126 — Wed, 04 Sep 2019 18:36:44 GMT

Thanks all. I've PM'd the moderator team. The other link to open a ticket doesn't work - it asks me to log in but says "error logging in". The chat bot appears to be down now as well, not sure if I broke it or they're having issues 🙂

Re: New Plan Missing Half the Features

will13am — Wed, 04 Sep 2019 18:52:47 GMT

@Dylan126 wrote:
@will13am @GR l just tried the chat bot and it wasn't any help, no option to speak with the moderator team there. It seems best suited for simple questions.

I found the key words with SIMon is to ask to chat with a human and mention it is an account related issue.

Re: New Plan Missing Half the Features

chukdefatey — Thu, 05 Sep 2019 05:36:37 GMT

@Dylan126 wrote:
I changed my plan over this past weekend knowing my renewal/auto pay was coming up September 3rd. I just logged in today to check my plan, and it seems to be missing half hte features.

The plan I chose is: Promo $60 UL Can and US Talk and Text 8.5GB 3G Data with AutoPay 2GB US Data Roaming
Plan Details:
30-day plan
8 GB of data at 3G speed (Canada-Wide)4
Bonus 500 MB with AutoPay
Unlimited Canada-wide Talk
Unlimited Canada-US talk
Unlimited US Roaming Talk, Text, and Picture messaging3
Unlimited International Text and Picture Messaging
2 GB of US Roam Data
Voicemail and Call Display

But when I view my Plan page, all I see is:
My Plan
This plan includes: -
- 8.5GB at 3G Speed
- Unlimited International Text
- Unlimited Talk to Canada and the US
My Add-ons

1GB Add-on
200 min US and Canada Long Distance
200MB Add-on

So I know for sure the plan changed as expected, but not to the plan I expected. Specifically, I expect to have the US Roaming features which are not listed at all.

Further, if I go to change my plan again, the summary is the same:

The easiest way to confirm is to log into self_serve and see what the current plan and cost is, if it says $60 next to your plan then you are on the Right Plan.

Re: New Plan Missing Half the Features

Alan_K — Thu, 05 Sep 2019 17:17:05 GMT

@Dylan126 wrote:

I changed my plan over this past weekend knowing my renewal/auto pay was coming up September 3rd. I just logged in today to check my plan, and it seems to be missing half hte features.

The plan I chose is: Promo $60 UL Can and US Talk and Text 8.5GB 3G Data with AutoPay 2GB US Data Roaming

Plan Details:

30-day plan

8 GB of data at 3G speed (Canada-Wide)4

Bonus 500 MB with AutoPay

Unlimited Canada-wide Talk

Unlimited Canada-US talk

Unlimited US Roaming Talk, Text, and Picture messaging3

Unlimited International Text and Picture Messaging

2 GB of US Roam Data

Voicemail and Call Display

But when I view my Plan page, all I see is:

My Plan

This plan includes: -

- 8.5GB at 3G Speed

- Unlimited International Text

- Unlimited Talk to Canada and the US

My Add-ons

1GB Add-on

200 min US and Canada Long Distance

200MB Add-on

So I know for sure the plan changed as expected, but not to the plan I expected. Specifically, I expect to have the US Roaming features which are not listed at all.

Further, if I go to change my plan again, the summary is the same:

Thanks for flagging this to us, someone on our team is reaching out to make sure you're on the right plan with the features you've paid for.

Re: New Plan Missing Half the Features

ingridb — Fri, 06 Sep 2019 18:03:53 GMT

I am having the exact same issue. I'd love to know what the answer is and if the US roaming features are included even if not listed, THanks!

Re: New Plan Missing Half the Features

Anonymous — Fri, 06 Sep 2019 18:18:17 GMT

@ingridb wrote:
I am having the exact same issue. I'd love to know what the answer is and if the US roaming features are included even if not listed, THanks!

I'm certain I have seen images of the plan components somewhere. I'm also certain that others have reported that everything works as expected.

Edit: this user has an image. Are you in fact on the $60 plan?