topic Re: Incorrect Plan in Get Support

Incorrect Plan

sydneytetford — Mon, 23 Jan 2023 03:19:27 GMT

I took advantage of the Black Friday 15gb deal for $40 monthly. It was showing correctly on my account last I checked. I just got a 95% data usage text which was surprising and can now see I’m somehow only getting 5gb instead of the 15gb I’m paying for. Has anyone else experienced this?

Re: Incorrect Plan

Handy1 — Mon, 23 Jan 2023 03:27:18 GMT

@sydneytetford

Try again incognito mode/private mode or a different device or lap top or simply try refreshing the page when logged in

For most up to date account info

Re: Incorrect Plan

HALIMACS — Mon, 23 Jan 2023 03:40:38 GMT

Lots have, @sydneytetford

It's due to Public Mobile's ridiculous and ongoing caching issues with its self serve site.

Fortunately, the fix is an easy one.

ALWAYS use incognito when logging in and you'll get a refreshed, uncached version of the page.

Also try @Handy1 refresher graphic when logged in!

Re: Incorrect Plan

darlicious — Mon, 23 Jan 2023 08:35:21 GMT

@sydneytetford

Just a caching issue?

Re: Incorrect Plan

sydneytetford — Mon, 23 Jan 2023 12:49:11 GMT

Unfortunately, even using an incognito mode and clicking their refresh button, it is still showing as if I have used up all of my "5gb" for the month.

Re: Incorrect Plan

HALIMACS — Mon, 23 Jan 2023 12:59:22 GMT

@sydneytetford

So if the plan details does not display the correct plan, you need to contact the customer support agents if you were charged the amount for the higher price plan.

If you were not charged the higher priced plan then you can schedule a plan change under your “plans and add on” tab for the next renewal on the desired plan.

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: Incorrect Plan

sydneytetford — Mon, 23 Jan 2023 13:08:15 GMT

Thank you! Their ticketing system seems to be down but I've used your option 2. I appreciate the help!

Re: Incorrect Plan

HALIMACS — Mon, 23 Jan 2023 13:53:02 GMT

Indeed, @sydneytetford , there have been some complaints by some members regarding the ticketing process through the SIMon chatbot.

I haven't needed customer support in a little while so I cannot attest to those experiences.