topic Re: Issue with plan renewal and options in Get Support

Issue with plan renewal and options

Brunomen — Thu, 04 Aug 2022 13:36:09 GMT

Hello, it's weird what's happening with my plan. Today August 4th, it's the renewal of my 1GB data plan per month. I just received a text message telling me that I already have 75% of the data consumed!!!

I looked on the portal and it tells me 1024.00 MB used. I have 1GB promo and 2GB bonus options that I was unable to use either so I finished the month with no data. How can I use them?

Someone can help me?

Thanks.

Re: Issue with plan renewal and options

softech — Fri, 21 Oct 2022 07:25:43 GMT

@Brunomen try to login with Incognito mode or InPrivate mode , or try with a different browser (Edge/Firefox/Chrome) and see if the page show the proper data you have. If not, try to click Refresh

https://selfserve.publicmobile.ca/en/account/overview

If that still not showing you have new data, please open ticket with PM Support. There have been some reports about this issue since the introduction of My Account:

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: Issue with plan renewal and options

Dunkman — Thu, 04 Aug 2022 14:30:47 GMT

@Brunomen

~~The payment cycle wording is somewhat confusing. Your plan should renew late this evening and your data should reset overnight.~~

Do you see the separate bonus data add ons in your self service account? Normally, once you use up your plan's data, your add ons will be used next. If you don't see any data promo add ons, it likely means that you ran out of those bonus add on from previous cycles.

Re: Issue with plan renewal and options

Yummy — Thu, 04 Aug 2022 13:54:53 GMT

Clear browser cache. Refresh page. If your plan was successfully renewed and it is Active you should have all your data available to you.

Re: Issue with plan renewal and options

Brunomen — Thu, 04 Aug 2022 14:04:35 GMT

Ok , it seems that did the trick (I logged with another browser so it seems this is related to cache). I now have 1023 MB left so I guess it's fine. My options have vanished though.
The text message was really confusing because it said I had 75% of data consumed...

Anyway, thank you all for the help.

Anyway thanks for the help.