topic Re: Other plans not showing up in Get Support

Other plans not showing up

gsharzer — Tue, 21 Feb 2023 22:56:15 GMT

Last fall I shifted my wife's plan from a $35 to a $15 plan, but I just checked her account and the reduction was never applied. I don't have proof of this because I literally just used the 'change plan' option on your website and expected it to work.

Now, when I'm trying to change it again, the cheapest option is $35. Yet I'm still on $15, so I know other options exist.

A) Is there any way of verifying why my wife's plan wasn't set at a lower amount last fall?

B) How can I change it now?

Re: Other plans not showing up

Handy1 — Tue, 21 Feb 2023 22:57:44 GMT

@gsharzer

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: Other plans not showing up

Handy1 — Tue, 21 Feb 2023 23:05:03 GMT

@gsharzer When you want to change a plan got to self serve plan add on tab and use the arrow to cycle thru 3G plans and 4G plans

My account

Legend and features

Change plan / update cc /auto pay

Account #/ change # port /swap SIM

adding it’s always best to change plan on renewal so you don’t lose out on your current cycle

Re: Other plans not showing up

softech — Tue, 21 Feb 2023 23:11:06 GMT

@gsharzer sound like the plan could have been changed and you were just reading old cached info

Also, go to payment page and check how much PM last charged you, $15 or $35?

Re: Other plans not showing up

hairbag1 — Tue, 21 Feb 2023 23:54:34 GMT

@gsharzer

try this...

Select the 3G option...then use the little down/up arrows to find your desired plan.

Re: Other plans not showing up

pmva — Tue, 21 Feb 2023 23:55:06 GMT

@gsharzer if you find it's not a browser/website issue, you can contact the online agents to investigate for you..

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

Re: Other plans not showing up

Camera4617 — Tue, 21 Feb 2023 23:58:19 GMT

@gsharzer wrote:
Last fall I shifted my wife's plan from a $35 to a $15 plan, but I just checked her account and the reduction was never applied. I don't have proof of this because I literally just used the 'change plan' option on your website and expected it to work.

Now, when I'm trying to change it again, the cheapest option is $35. Yet I'm still on $15, so I know other options exist.

A) Is there any way of verifying why my wife's plan wasn't set at a lower amount last fall?
B) How can I change it now?

@gsharzer You were probably looking at 4G plans and that's why you don't see 15$ plan.. Switch to 3G and you should see it..

Couple comments
- This is self serve service and I would not wait few months to verify change worked. It might be site issue, it might be that you did not do something properly.

- I generally always take either screenshot or copy of chat if I talked to customer service so I have some proof

Re: Other plans not showing up

Yummy — Wed, 22 Feb 2023 00:14:33 GMT

All available PM plans Do show up.

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.