topic Re: Reach a retention specialist in Get Support

Reach a retention specialist

Gordmcgowan67 — Tue, 18 Mar 2025 01:11:02 GMT

I have a plan and I have seen a better plan for less money that I want to switch to but cannot get it to accept

Re: Reach a retention specialist

slusagm — Tue, 18 Mar 2025 01:12:55 GMT

there is no Retention specialist here, they are all CS Agent

you can only change to plan that you see on your My Account, Change Subscription page. If you don't see it , you cannot change to it. Many tried to ask and got declined

But if you like, this is how you can open a ticket with CS agent. Use the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen
Or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Reach a retention specialist

Gordmcgowan67 — Tue, 18 Mar 2025 01:17:13 GMT

No true , have changed to not selected plans previously !!

Re: Reach a retention specialist

slusagm — Tue, 18 Mar 2025 01:21:59 GMT

@Gordmcgowan67 wrote:
No true , have changed to not selected plans previously !!

@Gordmcgowan67

if you think you know the answer and think you know how to get around it, I think you don't need to ask. We are just customers here and we are just trying to tell you what we know. And the rule is, if you don't see it, you cannot change to it

Re: Reach a retention specialist

Gordmcgowan67 — Tue, 18 Mar 2025 01:31:24 GMT

Thank you, your sarcasm and condescension are duly noted.
Lest you have something constructive to add to my query, please disengage.

Re: Reach a retention specialist

Sansan — Tue, 18 Mar 2025 01:46:22 GMT

Unfortunately, the rules have changed for about 8-9 months now. You may have done it in the past for sure, but not anymore.

The agents will not change you to a plan this either for new activations or if its not in your account.

I personally tried 5 months ago and was turned down flat.

If not in your account when you sign in, you can't get it.

Re: Reach a retention specialist

DennyCrane — Tue, 18 Mar 2025 03:18:21 GMT

@Gordmcgowan67 Just because they aren't giving you the answer you were hoping for, certainly doesn't mean they aren't constructively contributing to the conversation. This forum consists of other customers, just like you. If you don't want to engage with the community, this isn't the right place to be posting. If you're hoping to get in touch with Public Mobile staff, this isn't the forum to do it in.

And for what it's worth, @slusagm is sharing the same experience countless others have also experienced. The workaround is to port out and back in as a new customer. If you think you're the exception to the rule, then contact Public Mobile staff through the appropriate channels and try your luck. This isn't the channel to reach Public Mobile staff through though.

Re: Reach a retention specialist

funpig1 — Tue, 18 Mar 2025 06:20:08 GMT

@Gordmcgowan67

What is your current plan?

What is your desired plan?

When you check your "Change Subscription", would you by chance have a plan available that is both cheaper than your current plan and your desired plan?

If so, one possible workaround may be to change to the cheaper plan whereupon the desired plan may then become available to you to change to afterwards. I stress the words "possible" and "may" because YMMV. Good luck.