topic Re: Updating subscription in Get Support

Updating subscription

Rona_St10 — Mon, 17 Jun 2024 19:48:21 GMT

I had a text message offering a deal on data. I accepted and received confirmation. It was to take effect on my next payment date (today) but nothing has changed. How do I get the deal?

Re: Updating subscription

hairbag1 — Mon, 17 Jun 2024 19:51:47 GMT

@Rona_St10

Re: Updating subscription

hitman989 — Mon, 17 Jun 2024 20:00:52 GMT

What kind of special deal were you offered? I'm new to PM and am curious about their special/targeted offers.

Re: Updating subscription

hTideGnow — Mon, 17 Jun 2024 20:02:03 GMT

hi @Rona_St10

the new plan will kick in 30 days later.

the reason is that the system will schedule the plan change after the promo ends date. Which happens to be today, and your plan already renewed. But it should take another day or two and schedule it for your next renewal.

of course, you can check with agent to confirm you are all set for next cycle with the new plan
please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Updating subscription

Rona_St10 — Mon, 17 Jun 2024 20:39:41 GMT

Thanks for the reply. That's disappointing since the text did not say it would take 30 days.

Re: Updating subscription

Rona_St10 — Mon, 17 Jun 2024 20:42:07 GMT

My current plan is 1Gb of data for $25. The offer was 40Gb for $29 - a bit of a no-brainer 🙂 (if it happens).

Re: Updating subscription

HALIMACS — Mon, 17 Jun 2024 21:02:49 GMT

I agree @Rona_St10

I received a similar offer; here's the wording they use (for everyone's info):

"Public Mobile here. We've got a great deal for you. Get 6GB of data at 4G speeds of up to 100mbps for only $22/month.

Reply YES to get this limited time offer added to your account and will take effect on your next renewal date.

Hurry, offer ends June 18, 2024.

Reply STOP if you no longer wish to hear about Public Mobile offers."

It really should start on the customer's next renewal, not the renewal following the expiry of the promotion.

I'd ask the customer support staff to make that happen, if it were me.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here to create a support ticket, then type Customer Support Agent, then Contact Us, or,
Send a private message to 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: Updating subscription

hTideGnow — Mon, 17 Jun 2024 21:05:19 GMT

HI @HALIMACS yes, the wordings said that. But I think the community found out it actually schedule the change after the Promo end date when the very first PM sms promo was introduced. I think maybe the system is not robust enough to schedule one account at a time, and instead it does a batch scheduling for everyone opted in.

Would be interested to know if support can help to make it happen earlier, but don't hold the hope high

Re: Updating subscription

Rona_St10 — Mon, 17 Jun 2024 21:20:48 GMT

It appears that it will start today. I opened a ticket with customer service and received a quick reply from an agent asking for a screenshot. Looks like they are coming through for me.

Re: Updating subscription

hTideGnow — Mon, 17 Jun 2024 21:22:50 GMT

it's a great news @Rona_St10 !!

Re: Updating subscription

Rona_St10 — Mon, 17 Jun 2024 21:34:11 GMT

For the community's information: I have received the updated offer with effect from today. So if you don't get the offer when yo expect it , contact customer service - they can make it happen quickly (as in within an hour of first mentioning the issue). Happy customer!

Re: Updating subscription

HALIMACS — Mon, 17 Jun 2024 21:34:49 GMT

Glad you went thru the support route, @Rona_St10 😉