topic Re: plan didn't change at renewal in Get Support

plan didn't change at renewal

evevvren — Sun, 01 Jan 2023 17:42:05 GMT

last month, i set my plan to change to the $40 15gb and had been on the $50 10gb plan. it didn't change and i have paid a more expensive bill because of it. what is the issue???? now i have to wait until next month AGAIN because i don't want to pay two bills in a row!!

is there any way public mobile can reverse the charge and put me on the plan i was supposed to be on at renewal date???

Re: plan didn't change at renewal

HALIMACS — Sun, 01 Jan 2023 17:45:02 GMT

@evevvren

Logging in issues have been experienced with users trying to access self-serve. You may be viewing a 'cached' version of the page.

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 on Chrome browser, 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

Also, try tapping the highlighted area when logged into self-serve for a refreshed page version:

Re: plan didn't change at renewal

dust2dust — Sun, 01 Jan 2023 17:45:45 GMT

Log in to the account using private mode or whatever your browser calls it. Also click any little spinner refresh icons you see lower down. Did you pay the $50 + tax - any rewards? Or did you pay the $40 + tax - any rewards on this recent payment?

Re: plan didn't change at renewal

Dunkman — Sun, 01 Jan 2023 17:46:00 GMT

@evevvren

Just to make sure, try to login into your account under a different web browser, clear cache or incognito mode. Sometimes you are seeing the old "cached" version of the webpage.

If the plan did not change as you request, you could submit a ticket for customer service agent help. Explain your situation and hopefully CSA will fix the issue.

https://www.publicmobile.ca/en/ab/get-help

Chat with SiMon and submit a ticket.

Re: plan didn't change at renewal

evevvren — Sun, 01 Jan 2023 17:46:47 GMT

thank you so much!!

Re: plan didn't change at renewal

Yummy — Sun, 01 Jan 2023 17:47:28 GMT

First confirm on your account what exact plan do you have Now.

Public Mobile has web page cache issue so you might be looking at obsolete status. Click on little spinner refresh icons lower down. Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

If your credit card is charged with old plan amount, contact agent to discuss why your plan did not change as scheduled.

To Contact CSA-agent; there are 2 methods:

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

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here