topic Re: Change subscription issue in Get Support

Change subscription issue

AndySnelleman — Mon, 16 Dec 2024 03:01:21 GMT

I need support to help me upgrade my existing 4G plan to a new 5G 50 GB Canada-US-Mexico subscription ($35.00). The website won't allow me to do this.

Re: Change subscription issue

Chalupa_Batman — Mon, 16 Dec 2024 00:42:42 GMT

@AndySnelleman wrote:
I need support to help me upgrade my existing 4G plan to a new 5G 50 GB Canada-US-Mexico subscription ($35.00). The website won't allow me to do this.

Hello @AndySnelleman

Try using the app, it tends to work better. If that's not helpful, please connect with a CS Agent via this link.

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

Re: Change subscription issue

softech — Mon, 16 Dec 2024 00:43:52 GMT

sorry @AndySnelleman , you can only upgrade to plans available on your My Account. Support wont' be able to change to plan that is not available on the Change Subscription page on your account.

For Canada/US/Mexico plan, you should see the $45 and the $55 plans and you can change to one of the two instead

Re: Change subscription issue

softech — Mon, 16 Dec 2024 00:46:30 GMT

@Chalupa_Batman wrote:
@AndySnelleman wrote:
I need support to help me upgrade my existing 4G plan to a new 5G 50 GB Canada-US-Mexico subscription ($35.00). The website won't allow me to do this.
Hello @AndySnelleman
Try using the app, it tends to work better. If that's not helpful, please connect with a CS Agent via this link.
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

@Chalupa_Batman

support won't be able to help to change to plans that are not found on user's Change Subscription page. Please avoid directing customers to contact an agent for that. thanks

Re: Change subscription issue

Chalupa_Batman — Mon, 16 Dec 2024 00:49:07 GMT

@softech wrote:
@Chalupa_Batman wrote:
@AndySnelleman wrote:
I need support to help me upgrade my existing 4G plan to a new 5G 50 GB Canada-US-Mexico subscription ($35.00). The website won't allow me to do this.
Hello @AndySnelleman
Try using the app, it tends to work better. If that's not helpful, please connect with a CS Agent via this link.
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
@Chalupa_Batman
support won't be able to help to change to plans that are not found on user's Change Subscription page. Please avoid directing customers to contact an agent for that. thanks

Hello @softech Customers have the right to contact CS Agents to ask for assistance with changing their plans. It's then up to the CS Agent to decide. Since you nor I work for Public Mobile, it's not up to you or I to tell them otherwise.

Re: Change subscription issue

softech — Mon, 16 Dec 2024 01:12:03 GMT

of course, customers have the right.

I just think as a regulars, we should give responsible advises and just not send customers to CS agent when we know the answer. And also, I am giving you the official stance for PM on this issue

Re: Change subscription issue

AndySnelleman — Mon, 16 Dec 2024 01:15:49 GMT

Thanks. The mobile app worked perfect!

Re: Change subscription issue

computergeek541 — Mon, 16 Dec 2024 01:17:58 GMT