topic Re: Activated new account but plan is not the one I chose in Get Support

Activated new account but plan is not the one I chose

F43 — Tue, 09 May 2023 13:32:27 GMT

Hi everyone,

I activated my new account yesterday, with number transfer and all. I selected the $40 15gb promo, however my account shows a $40 no-data plan as active. I already made the full payment, for data too. In my payment history, it looks like the money got deposited as credit into the voice part, as if I didn't pay for the data. I opened a ticket. If you have any recommendations that would be great.

Thanks,

Re: Activated new account but plan is not the one I chose

softech — Tue, 09 May 2023 13:40:18 GMT

@F43 there is no $40 plan without data

If you got the feeling from the Payment history, please be aware that all plan payment are broken down into two lines: one for for $10 for the plan itself and you should also see a $30 part about the data. It is normal that it shows in 2 lines and not one. Please check your Payment history again, post a screenshot if you have any question still

Also, go to Plan & Add-ons page https://selfserve.publicmobile.ca/en/account/my-plan-add-on and you will see the current plan details there, it should show you the proper data you got

And the My Account overview page https://selfserve.publicmobile.ca/en/account/overview should also confirm the data there. Check the Plan usage section and you should see the amount of data you got

https://selfserve.publicmobile.ca/en/account/overview

(My screenshot about shows a $15 plan with 250 Mb data, yours should show 15Gb)

Re: Activated new account but plan is not the one I chose

F43 — Tue, 09 May 2023 13:43:00 GMT

That's what I thought, and I never selected a no-data plan, but this is what my account page shows, and even in the upcoming bill it calls it "$40 for no data" plan. Please see below for the pictures.

Re: Activated new account but plan is not the one I chose

softech — Tue, 09 May 2023 13:45:00 GMT

@F43 the payment history did show the correct 2 lines

But the plan details and the overview page is not showing the data you should have

And you cannot access any data at all on the phone?

Please open ticket with PM support and provide them the screenshot as proof

1. Please open ticket via Chatbot (requires access to My Account) using direct link: https://publicmobile.ca/chatbot.

Start by typing "Contact agent ", then click "Contact Us", then click "Other", click "Click here to submit a ticket ↗""
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

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: Activated new account but plan is not the one I chose

F43 — Tue, 09 May 2023 13:47:26 GMT

Thank you! Will open the ticket and attach all pictures and my original confirmation pdf showing the right plan.

Re: Activated new account but plan is not the one I chose

dust2dust — Tue, 09 May 2023 14:21:34 GMT

Have you tried clicking those little spinner refresh icons? Or used incognito? And as asked already, does cell data work?

Re: Activated new account but plan is not the one I chose

Tsawwassen — Tue, 09 May 2023 15:11:18 GMT

Do you have data on your phone? Test by turning off SMS -MMS and sent an iMessage. It will show up in Blue and if it shows sent then you do have data. Also I assume that you have already refreshed your browser.

Re: Activated new account but plan is not the one I chose

F43 — Tue, 09 May 2023 15:27:46 GMT

Thanks everyone for the replies. For some reason the plan that got activated on my account was incorrect, without data, even though I selected and paid for the right plan. I contacted the CSA through private message and they were able to update my plan to the correct one.