topic Re: Plan isn't working in Get Support

Plan isn't working

coreenaroger — Fri, 18 Nov 2022 14:56:04 GMT

I topped up my service today and changed to the exact same plan but at a lower rate. Payment went through on my end, PM says line is active yet I do not have service. Put a service ticket, still waiting to be contacted

Re: Plan isn't working

dust2dust — Fri, 18 Nov 2022 15:07:37 GMT

Was the account suspended? Maybe try a restart of the phone. Access the account in private mode to see proper current information.

Re: Plan isn't working

Meow — Fri, 18 Nov 2022 15:08:26 GMT

To get most accurate account status: try using different browser. Try Incognito mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in. Click on little spinner refresh icons lower down.

Do you see payment on your transaction history?

Try to reboot your phone. Let us know what is happening...

Re: Plan isn't working

coreenaroger — Fri, 18 Nov 2022 15:39:38 GMT

My account was due today and I paid as I normally do. M account status is active and I've restarted my phone 3 times

Re: Plan isn't working

coreenaroger — Fri, 18 Nov 2022 15:40:34 GMT

My payment went through, my status is active that states my current plan. I just do not have service. I am able to reply to this via wifi

Re: Plan isn't working

coreenaroger — Fri, 18 Nov 2022 15:42:15 GMT

And yes I do see today's payment in history

Re: Plan isn't working

coreenaroger — Fri, 18 Nov 2022 15:51:14 GMT

How long does PM take to answer tickets?

Re: Plan isn't working

hairbag1 — Fri, 18 Nov 2022 15:51:45 GMT

While you wait for CSA help, you could try the 'ol Lost / Stolen trick.

Log in to your account and look to the right side top and find Quick Links / Lost/Stolen. You can Suspend service for a moment..the Resume. Hopefully that'll restart your phone.

Re: Plan isn't working

hairbag1 — Fri, 18 Nov 2022 15:55:39 GMT

@coreenaroger wrote:
How long does PM take to answer tickets?

Varies...depends if they're busy with others ahead of you. Could be a few minutes...or hours.

Watch the envelope icon on top right side of this page will be highlighted when they respond.

Re: Plan isn't working

Meow — Fri, 18 Nov 2022 15:59:37 GMT

@coreenaroger wrote:
How long does PM take to answer tickets?

My experience is from 15 to 120 min.

Re: Plan isn't working

coreenaroger — Fri, 18 Nov 2022 16:06:58 GMT

Okay, it's a been a little longer since I submitted the ticket..I appreciate your quick response

Re: Plan isn't working

coreenaroger — Fri, 18 Nov 2022 16:07:27 GMT

Ok. Thx for the quick response!