topic Re: How to change plan? in Get Support

How to change plan?

wabi06 — Tue, 04 Jan 2022 20:29:07 GMT

When I first started using public mobile my plan was $57. My plan ran out today, I went and bought a $48 voucher and went to change my plan to, unlimited Canada wide calling, unlimited international texting, with 1 + 1gb data which totals $47 but it's not allowing me to activate my plan the only option available is add more money to my account. The "change plan now" option completely disappears. How do I change my plan?

Re: How to change plan?

NDesai — Fri, 09 Feb 2018 02:51:44 GMT

@wabi06 Since your account is expired, you must send a private message to the Moderator_Team with your account info to change your plan.

More info on contacting mods:

How can I view my private messages between myself and a Community Moderator?

Follow the directions in this post: http://productioncommunity.publicmobile.ca/t5/Getting-Started/Private-Messages-viewing-and-creating/...

If I do need Moderator assistance, what information should I provide?

Once the Community Moderator has responded to your private message, they will provide you with a secure link so they can authenticate your account information

In order to validate your account information, you will be asked for 1) Your account number and 2) Your PIN number

What are the Contact Support’s hours of operation?
Monday - Friday 9AM (EDT) - 9PM (EDT) Saturday - Sunday 9AM (EDT) - 7:00PM (EDT)

Re: How to change plan?

wabi06 — Fri, 09 Feb 2018 02:53:36 GMT

Oh that's dumb.. Thanks for the info though, messaging them now.

Re: How to change plan?

NDesai — Fri, 09 Feb 2018 02:57:33 GMT

@wabi06wrote:
Oh that's dumb.. Thanks for the info though, messaging them now.

Is your service still active? If yes, your plan might not have gone into renewal status yet. In this case, you can change your plan first by clicking on the Change on next renewal button.

Re: How to change plan?

wabi06 — Fri, 09 Feb 2018 03:11:31 GMT

No 😞 says my plan is suspended. I find that so dumb how this works.. I'm new to public mobile, I made the switch because the plans are so much better than Rogers but I'm already starting to regret the change. My plan literally just ran out today, I was using my phone even at 1am this morning, not sure what time exactly the turned it off. But it does say my plan is suspended. So stupid.

Re: How to change plan?

NDesai — Fri, 09 Feb 2018 03:16:34 GMT

@wabi06 Yes, the renewal process is confusing, but it goes through between midnight and early morning. Most users are on AutoPay with credit card attached to an account to earn $2 AutoPay rewards, and so it usually renews itself without any interruption on service.

Looks like you will have to wait till tomorrow morning when mods are back in the office.

Re: How to change plan?

Luddite — Fri, 09 Feb 2018 03:23:35 GMT

@wabi06 If you need to make phone calls, while awaiting the moderators, try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi. It's my backup.

Re: How to change plan?

wabi06 — Fri, 09 Feb 2018 03:26:47 GMT

Thank you. Yes, I use the app Text now. Awesome application. You get your own phone number and can call and text from it. Thanks for the info man, I appreciate the help for the time being.

Re: How to change plan?

wabi06 — Fri, 09 Feb 2018 03:28:11 GMT

Yes, unfortunately.. Oh well, I'll know to activate the autopay for next time. Thanks

Re: How to change plan?

srlawren — Fri, 09 Feb 2018 08:36:06 GMT

wrote:
No 😞 says my plan is suspended. I find that so dumb how this works.. I'm new to public mobile, I made the switch because the plans are so much better than Rogers but I'm already starting to regret the change. My plan literally just ran out today, I was using my phone even at 1am this morning, not sure what time exactly the turned it off. But it does say my plan is suspended. So stupid.

@wabi06 I'm guessing you've never had a pre-paid plan before (at Rogers or other providers) and have always been on post-paid? This is how it works with pre-paid. You pay up front for the coming 30/90 days (depending on the pan length you selected). Because PM does not and cannot bill you "after the fact", there is zero Grace period for the payment due date. If you haven't made the payment in time, the account goes into Suspended state, and all service stops. Unfortunately, one of the limitations of the self-serve interface is that once suspended, you cannot go in and reactivate on a different plan yourself, only on the plan you were already on; instead, you must contact the moderator team as noted to make the plan change for you and reactivate your account (and service).