topic Re: Plan change in Get Support

Plan change

TiffSpencer — Thu, 06 Jan 2022 07:23:03 GMT

Re: Plan change

will13am — Fri, 26 Mar 2021 14:43:59 GMT

@TiffSpencer , please click on the chat symbol in the lower right corner and initiate a support ticket to resolve your spurious plan change. This is how Public Mobile customers contact customer support.

Re: Plan change

HALIMACS — Fri, 26 Mar 2021 14:48:22 GMT

@TiffSpencer

That doesn't sound right.

When you say 'topped up', do you mean through auto-pay, or did you manually apply a payment or voucher?

Can you advise which plan you were on before, and which plan you're on now?

Do all your calling features work? Calling and texting both in and out?

Does your plan show as "active" under your self-serve?

Re: Plan change

Triguy — Fri, 26 Mar 2021 15:00:28 GMT

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.
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.

Re: Plan change

benfatto — Fri, 26 Mar 2021 15:42:28 GMT

@TiffSpencer Definitely frustrating. Perhaps get the app from Fongo or TextNow as backup. Free calling/texting on wifi.

Re: Plan change

Dunkman — Fri, 26 Mar 2021 15:50:42 GMT

@TiffSpencer

As you wait for moderator help, to try to get your phone working, try rebooting your phone. Plan changes usually does not happen by just loading funds.

Is your account status active or suspended?

Re: Plan change

darlicious — Fri, 26 Mar 2021 16:22:45 GMT

What the? Have I been slamDunkmanned again?!!😉

If at first you do not succeed.....try, try again and again and again......sigh.

@TiffSpencer

Are you on the $15 plan? Do you see the outgoing minute counter (?/100min) in the "my plan and add ons" section at the bottom of your overview page? When you call 611 from your phone what does it tell you? Topping up your account will not renew your plan or buy you additional minutes.

To purchase the $5/500min add on go to the plans and add ons page and scroll down to the add ons section. Choose the $5/500 min add on and scroll down to submit and confirm the purchase. Then go back to your overview page and look or it under "my plan and add ons". Once you see it log out and reboot your phone.