topic Re: Upgrade to 4G doesn’t work in Get Support

Upgrade to 4G doesn’t work

bsimpson426 — Fri, 29 Jul 2022 11:23:28 GMT

I upgraded from 3G to 4G 4 days ago and it still is on 3G. Why?

Re: Upgrade to 4G doesn’t work

esjliv — Fri, 29 Jul 2022 11:24:35 GMT

@bsimpson426 - do you see it listed as the plan in your Self Serve account?

If so, try restarting your phone.

Re: Upgrade to 4G doesn’t work

RossN — Fri, 29 Jul 2022 12:03:02 GMT

@bsimpson426 hi clear your cache use a differnt browser in private or ingognito mode sign back in and see if your plan updated also it takes up to 48 hours for speed to increase

Re: Upgrade to 4G doesn’t work

softech — Fri, 29 Jul 2022 12:06:27 GMT

@bsimpson426 It usually just take 48 hours for PM Support to process the upgrade the speed. Since it has been 4 days, you should have PM Support to check on the system and see what's wrong. Please open ticket with PM Support

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Upgrade to 4G doesn’t work

JL9 — Fri, 29 Jul 2022 12:34:53 GMT

What are you basing that on? What shoes in your self serve or the network on your phone? Speed test? If it is still 3G have a CSA investigate this issue so they can resolve it

Re: Upgrade to 4G doesn’t work

bsimpson426 — Fri, 29 Jul 2022 12:59:13 GMT

I don’t see an area where to type “submit a ticket “. The bot just gives options to hit

Re: Upgrade to 4G doesn’t work

softech — Fri, 29 Jul 2022 13:00:32 GMT

@bsimpson426 since you have trouble submitting, please open ticket by direct messaging PM support instead:

Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Upgrade to 4G doesn’t work

bsimpson426 — Fri, 29 Jul 2022 13:13:58 GMT

I did…no success

Re: Upgrade to 4G doesn’t work

bsimpson426 — Fri, 29 Jul 2022 13:14:11 GMT

I did …no success

Re: Upgrade to 4G doesn’t work

bsimpson426 — Fri, 29 Jul 2022 13:15:08 GMT

How do u submit a ticket…bot doesn’t allow area to type “submit a ticket “

Re: Upgrade to 4G doesn’t work

hTideGnow — Fri, 29 Jul 2022 13:18:08 GMT

@bsimpson426 wrote:
How do u submit a ticket…bot doesn’t allow area to type “submit a ticket “

HI @bsimpson426 When you submit the ticket, the first part will ask you for the Community login, then you fill in the rest of the form.

then the last part, you will have to validate your My account by entering the Self-Serve My Account login or PIN , do you complete that ? once you validated that, the submit button should work.

But , if you don't want to waste time on that , message CS agent at https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Upgrade to 4G doesn’t work

Tryingtohelp — Fri, 29 Jul 2022 13:36:44 GMT

You can find info on submitting a ticket here: https://www.publicmobile.ca/en/on/send-us. As well, did you check your settings to make sure your phone isn't automatically set to 3G speed. Sometimes you have to enable it on your device settings.

Re: Upgrade to 4G doesn’t work

CS_Agent — Fri, 29 Jul 2022 14:17:58 GMT

Your phone number please.

Leonardo

Re: Upgrade to 4G doesn’t work

softech — Fri, 29 Jul 2022 14:27:44 GMT

@CS_Agent wrote:
Hi

Your phone number please.

Leonardo

@bsimpson426 Please private message @CS_Agent your phone number

Re: Upgrade to 4G doesn’t work

bsimpson426 — Mon, 01 Aug 2022 10:57:24 GMT

Still waiting for a solution

Re: Upgrade to 4G doesn’t work

softech — Mon, 01 Aug 2022 11:33:59 GMT

@bsimpson426 You have opened a ticket with them yet? You checked the Community inbox ? They reply via there.

it could be because they weekend and they reply late. I suggest you to message them again for an update