topic Re: cant change plans in Get Support

cant change plans

evanwcormack — Thu, 06 Jan 2022 06:39:02 GMT

I tried to change my plan yesterday before the autopay went through but when I go to thr change plans page it doesnt show my current plan or give me any options to change it. when I click on the more options link it gives me an error message designed for the developers/administrators of the website. why is there always issues like this? why is this company so poorly managed?

Re: cant change plans

softech — Fri, 02 Apr 2021 16:58:00 GMT

so, you went back today and you still see your old plan there?

They have some issue with Autopay this morning, I am not sure if it is a good time to change plan today. Maybe try again tomorrow? especially if you are going to pick change plan at the end of the current month, if that is the case, it wouldn't be any difference to wait another day..

I think the site has some issue with the timeout setting. If the backend is slow and the front end timed out, it will get all kind of unexpected result.

Re: cant change plans

esjliv — Fri, 02 Apr 2021 16:56:56 GMT

@evanwcormack wrote:
I tried to change my plan yesterday before the autopay went through but when I go to thr change plans page it doesnt show my current plan or give me any options to change it. when I click on the more options link it gives me an error message designed for the developers/administrators of the website. why is there always issues like this? why is this company so poorly managed?

@evanwcormack

Clear your browser's cache.

Try a different browser.

Open a tab in incognito mode.

...and/or try again later.

These are things to always try when having finicky Self Serve issues.

Re: cant change plans

evanwcormack — Fri, 02 Apr 2021 16:57:20 GMT

I have been trying for 2 days to change my plan, it wont even show my current plan. I need a phone service

Re: cant change plans

evanwcormack — Fri, 02 Apr 2021 16:57:56 GMT

I did all of those things and it didnt work

Re: cant change plans

esjliv — Fri, 02 Apr 2021 16:59:09 GMT

@evanwcormack wrote:
I have been trying for 2 days to change my plan, it wont even show my current plan. I need a phone service

@evanwcormack - 2 days! eek and still not working?

Go to Moderators if those fixes are not doing anything. Sorry this is being so annoying, it would frustrate me too.

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 - Faster Method - Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower Method - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Re: cant change plans

hairbag1 — Fri, 02 Apr 2021 17:00:04 GMT

@evanwcormack....

top of page, click Get Help, then Chat with Simon to start process of moderator assistance. It could take a day before you hear back from them. The little envelope icon on top right side of page will be highlighted when they do respond to you.

Re: cant change plans

HALIMACS — Fri, 02 Apr 2021 16:59:44 GMT

@evanwcormack wrote:
I have been trying for 2 days to change my plan, it wont even show my current plan. I need a phone service

So here's the thing, @evanwcormack

Last weekend, Public Mobile was also doing some behind the scenes work which also caused the Plan Change function to not work.

The best thing you can do is WAIT for this temporary work to stop, then the plans will populate under the tab.

If you wish to request that Public Mobile do this (if the feature is not displaying for you), ask their Moderators to process the change.

To contact a moderator, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type moderator assistance, then select account-related issue, then select you need a human now. Follow the prompts to submit a ticket, or,
Send a private message to the moderator by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: cant change plans

Anonymous — Fri, 02 Apr 2021 17:00:17 GMT

first do a Clear your browser's cache.
or try a different browser
if you still not working with you
you have to Submit a ticket to a moderator.

Here’s when and how to contact the Moderator Team:

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.
or you can send a private message to the @Moderator_Team by clicking here. You’ll need to be logged in to your Community account for the link to work.

In your message put it, please include.
your account number,
your phone number,
your account PIN,
explanation to them nice Team and nice service 💐

Good Luck🌺

Re: cant change plans

evanwcormack — Fri, 02 Apr 2021 17:03:09 GMT

I dont know what you do but having a phone is required of me, why would I wait an unknown amount of time without a service and without reimbursement for my unused days? the chat robot has never worked for me either. I have continuously had a 100% fail rate for it helping me.

Re: cant change plans

esjliv — Fri, 02 Apr 2021 17:04:14 GMT

@evanwcormack wrote:
I dont know what you do but having a phone is required of me, why would I wait an unknown amount of time without a service and without reimbursement for my unused days? the chat robot has never worked for me either. I have continuously had a 100% fail rate for it helping me.

@evanwcormack SIMon bot can be annoying.

Go the Private message route directly to the Moderator:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Re: cant change plans

HALIMACS — Fri, 02 Apr 2021 17:04:36 GMT

@evanwcormack wrote:
I dont know what you do but having a phone is required of me, why would I wait an unknown amount of time without a service and without reimbursement for my unused days? the chat robot has never worked for me either. I have continuously had a 100% fail rate for it helping me.

@evanwcormack

Try the non chatbot way.

Send a private message to the moderator by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: cant change plans

hairbag1 — Fri, 02 Apr 2021 17:06:01 GMT

@evanwcormack....

until the moderators can fix the current glitches....download the free TextNow app. You'll be able to make calls and texts for free using your wifi. There seems to be wifi everywhere nowadays.

Re: cant change plans

LurganIeUk — Fri, 02 Apr 2021 17:10:04 GMT

There are two options to change your plan.

1. Right now and that resets your payment date and you could loose a few bucks.

2. At your next renewal

Which one are you choosing?

Re: cant change plans

evanwcormack — Fri, 02 Apr 2021 17:13:38 GMT

I cant do either

Re: cant change plans

LurganIeUk — Fri, 02 Apr 2021 17:26:30 GMT

Try another browser...if that fails wait a day if that is ok with you or contact a MOD.

Re: cant change plans

evanwcormack — Fri, 02 Apr 2021 22:57:28 GMT

I have tried that and it didnt work. if you read back someone already suggested this and I said it didnt work

Re: cant change plans

softech — Fri, 02 Apr 2021 23:00:13 GMT

@evanwcormack if you are no rush to change, avoid to do today and try again tomorrow or next week. Not sure if the system issue is resolved yet.

Of course if your renewal date is tomorrow or coming up really soon, you might not have a choice then 😞

Re: cant change plans

evanwcormack — Fri, 02 Apr 2021 23:05:55 GMT

If you read back I said I cant wait several days and need it fixed asap

Re: cant change plans

cellphoneuser1 — Fri, 02 Apr 2021 23:08:09 GMT

@evanwcormack wrote:
If you read back I said I cant wait several days and need it fixed asap

If you can't do it yourself, you'll have to wait for a moderator's help. I know that's not your fault but we're customers here and can't speed up the service that you get.