topic Re: promo plan not activated in Get Support

promo plan not activated

confuse123 — Wed, 05 Oct 2022 16:00:38 GMT

Good morning,

I switch my original plan to the back to school($55 for 20GB) plan on my renewal date, however, when the switch happened today, it is not the back to school plan that I was expected. I get 8GB per month only. Please help.

Re: promo plan not activated

softech — Wed, 05 Oct 2022 16:03:53 GMT

@confuse123 did you request a scheduled plan change on renewal day? Was the renewal day yesterday or today?

PM just changed the $55 plan back to 8GB only yesterday. If you scheduled the plan change ahead, I am not sure if they will honour it

Please open ticket with PM support and work with them on a solution:

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 to you there

Re: promo plan not activated

confuse123 — Wed, 05 Oct 2022 16:08:26 GMT

Hi softech

The plan was switched today, but I set up the switch back in mid September. I opened a ticket already, and I hoped PM will honor it.

Re: promo plan not activated

will13am — Wed, 05 Oct 2022 16:30:55 GMT

@softech wrote:
@confuse123 did you request a scheduled plan change on renewal day? Was the renewal day yesterday or today?

PM just changed the $55 plan back to 8GB only yesterday. If you scheduled the plan change ahead, I am not sure if they will honour it

Please open ticket with PM support and work with them on a solution:
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 to you there

From my understanding the policy is that if a plan is available at the time the future dated plan change is inputted into the system, it will be honored at time of renewal.

Re: promo plan not activated

dust2dust — Wed, 05 Oct 2022 17:19:17 GMT

We heard from a long time member yesterday that observed that the scheduled plan change did not go through. @wetcoaster . I would assume that it's no longer their practice to honour scheduled plan changes when the plan becomes unavailable in that meantime.

Re: promo plan not activated

wetcoaster — Wed, 05 Oct 2022 19:01:59 GMT

@confuse123

Could you please report back on the progress of your interaction with CSA, for our reference? Thank you!