topic Re: Plan change issue in Get Support

Plan change issue

yjoher01 — Wed, 05 Jan 2022 17:13:59 GMT

I have changed my plan from 25$ to 40$ package and paid by credit card. But after that my plan was suspended but available balance was showing 40$. Than again I changed the plan from 40$ to 25$ and now my account status is active and available balance is 15$. But I am not able to make and receive calls nor I am able to use Data. Why is that so can anyone please help.

Re: Plan change issue

esjliv — Thu, 23 Jul 2020 10:49:39 GMT

Hi @yjoher01 ,

There must be enough funds in your account to cover the full amount of the new plan.

So top up your account to $40 to cover it.

Help article for you here:

https://www.publicmobile.ca/en/bc/get-help/articles/change-your-plan

Re: Plan change issue

gblackma — Thu, 23 Jul 2020 10:54:17 GMT

@yjoher01 based on what you posted, it seems that your plan change did not go tjrough, instead you renewed with the $25 plan. Only the moderators can fix this now. Contact them and explain what happened. Ask them to reverse the $25 renewwal and to complete the change to the $40 plan for you. There are 2 ways to contact the Moderator Team:

Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen. The mods answer will show up there. When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.

Welcome to the community.

Re: Plan change issue

yjoher01 — Thu, 23 Jul 2020 11:12:11 GMT

I already had balance of 40$ and after deduction of charge I still have balance of 15$ in my account

Re: Plan change issue

yjoher01 — Thu, 23 Jul 2020 11:17:12 GMT

Thanks for the detail answer. Really appreciated.