topic Re: Subscription not changing on renewal in Get Support

Subscription not changing on renewal

Tom30 — Fri, 21 Jun 2024 18:32:32 GMT

Twice now I've selected a new subscription (same rate but going from Canada to Canada + US for the limited time offer) both times when I've checked my account after the renewal date there's been no change. If I just change my plan now instead of on the renewal date will I get a statement credit since I'm paying again for the new plan?

Re: Subscription not changing on renewal

Handy1 — Fri, 21 Jun 2024 18:35:47 GMT

@Tom30 No you won’t get a credit and will be charged the new plan amount right away and start a new 30 day cycle . I would first message support and see what the issue is maybe they can help put you in new plan with out occurring any extra cost

submit ticket with support . using the chat bubble bottom right of screen

If that doesn’t work you can always send direct private message to support .

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Subscription not changing on renewal

hTideGnow — Fri, 21 Jun 2024 18:36:03 GMT

@Tom30

don't do change plan now.

yes, you don't see the plan changed , but maybe just browser cache, please use Incognito/private/secret mode on your browser to login My Account to confirm again

If same,  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: Subscription not changing on renewal

Toddskis — Fri, 21 Jun 2024 19:22:16 GMT

When do these new promotions end? If we select 'change on renewal' and promotions expire do we still get the promotion??

Re: Subscription not changing on renewal

DennyCrane — Fri, 21 Jun 2024 19:35:44 GMT

Yes, if you lock the change in for next renewal you'll still get it even if the offer gets pulled. Make sure you actually confirm the scheduled change though.

And as was suggested, make sure it's not just a browser cache issue. Login from an Incognito browser to check.

Re: Subscription not changing on renewal

Tom30 — Fri, 21 Jun 2024 20:23:00 GMT

It's not browser cache it's been two different billing cycles that I've tried and have got the confirmation that it would change and never did. I'll try submitting a ticket.

Re: Subscription not changing on renewal

DennyCrane — Fri, 21 Jun 2024 21:09:51 GMT

How do you know though? You wouldn't be able to tell by the credit card charge alone, because you said you went from one version of the $34 plan to another. You won't get a notification of a plan change, so all you have to go on is the account summary. The account summary may be showing a cached version of your plan, hence why you don't see the US part. Logging in via an Incognito browsing window will rule this out.