topic Re: Plans change didn't work in Get Support

Plans change didn't work

aappanah — Tue, 01 Nov 2022 14:27:02 GMT

Hi,

I've set a plan change upon the new billing cycle which was suppose to be on October 18th but on the Myaccount, it still reflects the old plan. Can this please be looked into?

Re: Plans change didn't work

Dunkman — Tue, 01 Nov 2022 14:29:00 GMT

First check your payment history to see what plan was billed.

There is a known glitch in the system recently with plan changes. Even though the plan changed, the self service account shows the old cached plan. Try to login with a different web browser, clear cache or incognito mode. Even a different device.

Re: Plans change didn't work

softech — Tue, 01 Nov 2022 14:32:27 GMT

@aappanah Please use Incognito mode to login to My Account once more. It could be that you were seeing cached version and hence it wasn't up-to-date earlier. Try Incognito mode

Re: Plans change didn't work

Meow — Tue, 01 Nov 2022 14:48:14 GMT

Confirm how much you have been charged.

Try using different browser. Try Incognito mode. Clear browser’s cache. Try forced refresh.

Please let us know if page refreshes and other advises worked for you.

Re: Plans change didn't work

hairbag1 — Tue, 01 Nov 2022 14:49:39 GMT

Re: Plans change didn't work

aappanah — Tue, 01 Nov 2022 18:25:46 GMT

Thanks to all of you for responding, I was billed for the new plan and when i logged in today (even in incognito mode) it showed the old plan. I just re-logged in and now it's reflecting the new plan. Thanks for the assistance.

Re: Plans change didn't work

softech — Tue, 01 Nov 2022 18:29:48 GMT

@aappanah and Payment history shows PM charged you the new plan charge?

If that is the case ,please open ticket with PM support for them to investigate further

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