topic Re: Plan Change in Get Support

Plan Change

MT_27 — Sun, 23 Mar 2025 21:40:54 GMT

I changed my plan before my renewal date to a less expensive plan and now today, on my renewal date, I received a message saying that my plan is on hold due to insufficient funds. My original plan was $40 and the new plan is $30, my account says that I owe $10. It seems that Public Mobile's system has not updated my request to change plans, yet on my profile it shows that the new plan is scheduled to changed today. Now, I have no service until this gets fixed...any suggestions on how to do this? Thanks

Re: Plan Change

hTideGnow — Sun, 23 Mar 2025 19:32:45 GMT

HI@MT_27

Check with PM support agent and see if they have the record about your plan change

, then submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
For 2FA, you might need to click Didn't receive code and select Send email to get the code

If any issue with ticket submission, you can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Plan Change

BKNS27 — Sun, 23 Mar 2025 20:18:33 GMT

@MT_27

Please note that PM is on a 30 day cycle so did you click to change your plan on your Next Renewal Date before your renewal date?

Re: Plan Change

computergeek541 — Sun, 23 Mar 2025 21:40:42 GMT

@MT_27 wrote:
I changed my plan before my renewal date to a less expensive plan and now today, on my renewal date, I received a message saying that my plan is on hold due to insufficient funds. My original plan was $40 and the new plan is $30, my account says that I owe $10. It seems that Public Mobile's system has not updated my request to change plans, yet on my profile it shows that the new plan is scheduled to changed today. Now, I have no service until this gets fixed...any suggestions on how to do this? Thanks

The easiest way to resume your service is to pay the $10. I know that you shouldn't have to do that, but this is a bug in the Public Mobile payment system that sometimes requires a payment to be made for the higher of the two old and new plan prices. Once manually paying $10, your $30 plan should start working, and strangely enough, the extra $10 will remain untouched in your available Public Mobile account balance.