topic Re: 3g to 4g in Get Support

3g to 4g

phelou — Tue, 30 Aug 2022 19:35:57 GMT

Last month I did the request to move to 4G but nothing has changed as of yet, what to do to change?

Re: 3g to 4g

MrSpock — Tue, 30 Aug 2022 19:39:27 GMT

@phelou hi you may be viewing a cached version of your account, clear cache and cookies or try a different browser in private or ingognito mode reboot your computer and sign back in to see if account updates

Re: 3g to 4g

softech — Tue, 30 Aug 2022 19:42:03 GMT

@phelou First , Try to use Incognito mode, or a completely different browser like Edge/Firefox/Chrome to check again. You could be reading off a cached version instead of a live one. (there has been some caching issue on this new My Account site)

Also, confirm your credit card if PM has charged you the new amount yet

And , did you click "Change on the renewal date"? if you picked that one, the change will be scheduled to the next renewal date. Has the "next renewal date" arrived yet? You can go back to Change plan page and it should show you if you have anything scheduled at the moment

Re: 3g to 4g

esjliv — Tue, 30 Aug 2022 23:21:12 GMT

@phelou - was this a refreshing issue on your account that was fixed once followed other's suggestions?

If not, if you selected "Change on Next Renewal" and you are on Autopay, and you were on a lower cost plan, apparently there is a glitch happening that if you do not top up your account to the higher cost plan (or what you would owe at renewal), then Autopay still renews your current plan.

If this is what happened to you, I would let a CSA know, as it really should not happen this way.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent