topic Re: Plan problem- no internet in Get Support

Plan problem- no internet

Romik — Fri, 17 Mar 2023 20:16:34 GMT

I have a plan $40 for 15GB 4G, suddenly it now changed to 5GB without notice. I looked everywhere in Community and realized there were some advice how to resolve issue (with incognito/private window, with refresh button), but it dosen't help me to resolve my issue. I have 2 days no access to mobile internet that is impact significantly on my work outside of the house.

Re: Plan problem- no internet

dust2dust — Fri, 17 Mar 2023 20:22:21 GMT

Can you show us some payment history images. It might have been changed the other way but certainly should not have changed to 5GB. Did you reply to any promo texts about the plan? Did you do a plan change and maybe selected the lesser $40 plan (stupid that they have two at the same price)

Re: Plan problem- no internet

Handy1 — Fri, 17 Mar 2023 20:26:18 GMT

@Romik @Try this

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: Plan problem- no internet

pmbc — Fri, 17 Mar 2023 21:30:26 GMT

You can contact the CS Agent but they'll likely tell you that the plan can't change without your authorization. Maybe they can tell you when it was changed and that might help figure out whether it may have been you checking out other plans and it was done accidentally? At this point, you could change the plan back to the $40/15gb plan in your account or ask the CS Agent to change for you. You could also add more data as an addon until your renewal date comes up and you'll get a fresh block of data for 30 days.

You can contact an agent using the chatbot. Type "agent" and click contact us to go through the wizard.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If for some reason they don't respond to the ticket, you can try to send an email directly to the CS Agent here.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Here is a help article about how to contact the CS Agent.

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

Re: Plan problem- no internet

Romik — Fri, 17 Mar 2023 23:23:16 GMT

No I pay $40, didnt reply to any promo, switched 3 months ago from $50 plan 8gb to $40 with 15gb. Same package now running in plans offers...

Re: Plan problem- no internet

Romik — Fri, 17 Mar 2023 23:23:55 GMT

Yes, tried all that and that no working. Thanks tho

Re: Plan problem- no internet

Romik — Fri, 17 Mar 2023 23:24:52 GMT

Thats great, thank you very much. Ticket submited.