topic Re: Plan problems in Get Support

Plan problems

JTGAz — Sat, 31 Dec 2022 13:06:18 GMT

I got notified of a plan to pay $40 for 15 gb of data. Then I said yes. When it was time to renew my plan I went to pay and it only charged me $5 and even after I paid I didn't get service. Then I switched to a 3 gb plan and paid it. It says my plan is active on my account but when I try to make phone calls half of the time it goes through and half of the time it says I am out of minutes. Submit ticket.

Re: Plan problems

HALIMACS — Sat, 31 Dec 2022 13:20:46 GMT

@JTGAz

What you're describing could be login issues related to PM's self-serve site caching issues:

Try clearing cache and cookies and opening an incognito tab
Try using a completely different browser from a completely different device which does not have stored/remembered credentials
If using a device with stored/remembered credentials, sometimes when these autofill, the device also attempts to automatically log you in. If a device does this, do not tap the sign in button while it is trying to log you in as it will deliver an error message

Another option when logged in is to tap the yellow area below:

Re: Plan problems

HALIMACS — Sat, 31 Dec 2022 13:23:32 GMT

If you wish to submit a ticket, @JTGAz , here's how:

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Plan problems

Quigley — Sat, 31 Dec 2022 13:30:07 GMT

@JTGAz

To see the latest information in your account, you should login to your account using a browser in incognito or private mode instead.

Then refresh your overview page using the little circular refresh wheel.

Re: Plan problems

HALIMACS — Sat, 31 Dec 2022 13:38:15 GMT

I should have thought of that, @Quigley

Re: Plan problems

Quigley — Sat, 31 Dec 2022 13:42:53 GMT

You must have been sleeping at the wheel @HALIMACS 🤣

Re: Plan problems

HALIMACS — Sat, 31 Dec 2022 13:44:40 GMT

I was thinking the same thing, @Quigley

😉

Re: Plan problems

JTGAz — Sat, 31 Dec 2022 14:17:00 GMT

So I logged in on incognito and refreshed. It is still showing an active plan with unlimited talk and text but when I try to call it says I have no minutes and I can't receive texts and outgoing texts don't reach their destination. Honestly this might be the last straw. I have been a pm customer for over 12 years and over the last 2 years I haven't received half of my calls and I've had to jockey for position just to make outgoing calls.

Re: Plan problems

softech — Sat, 31 Dec 2022 14:19:43 GMT

@JTGAz Give PM one more chance. I think it still something fixable

Have you open ticket with PM support yet? If not , open one and they probably can fix it quickly

Please open ticket using Chatbot (Method 1) , or if it is too confussing , then just open by direct messsage (method 2)

1. Please open ticket via Chatbot (need 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 have trouble with Chatbot or you don't have access to My Account: 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: Plan problems

JTGAz — Sat, 31 Dec 2022 14:28:15 GMT

Yeah I've already opened a ticket. I already lost my refer a friend bonus because everybody I referred went somewhere else after pm service went to the pots in Toronto two years ago.

Re: Plan problems

softech — Sat, 31 Dec 2022 14:31:59 GMT

@JTGAz every carrier will have hiccup once in awhile. Remember Rogers brought down the whole country for a day earlier this year? With porting easily done, people come and go. You might be able to bring back friends now with those good 4G speed plan

For your issue, wait for PM's reply. If no reply after another 2 hours, message them again and push for an update

Re: Plan problems

HALIMACS — Sat, 31 Dec 2022 14:33:09 GMT

@JTGAz

You may be receiving $5 per cycle in Loyalty Rewards if you have been here this long, presuming you have not switched to the public points program.

If you also have Auto pay, you're receiving another $2 per cycle.

That's a pretty sweet reason for staying if you can get the calling issues sorted out.

Try your SIM in another device for a while, if available, to see if the problem resurfaces.