topic Re: Customer service in Get Support

Customer service

MandyD — Fri, 11 Apr 2025 01:38:02 GMT

I'm trying to switch to a cheaper plan and the regular options won't let me. Customer service representatives say it isn't an option but we all know it's a click of a button.

Any ideas on how to help?

Re: Customer service

TheSterlinger — Thu, 10 Apr 2025 20:58:09 GMT

Yea, they don't allow you to switch to plans that's not in your self serve account. And they told you they won't do it for you right?

The only option is to port out to another provider and back in. But you'd loose all over. Need new account, lose points earned to date...

Re: Customer service

MandyD — Thu, 10 Apr 2025 21:00:12 GMT

I could not possibly care less about my points, I don't even know what to do with them, I only care about my phone number.

Re: Customer service

BKNS27 — Thu, 10 Apr 2025 21:00:21 GMT

@MandyD

PM is an online service so you need to login to your account and go to Subscription tab>Manage Subscription>Change Subscription. If the plan is shown in your account then switch on your next renewal date.

If it is not shown then you are not eligible for that plan.

Re: Customer service

MandyD — Thu, 10 Apr 2025 21:02:34 GMT

I want a cheaper account that's not in the services part but is offered. They "can't" give it to me 🙄

Re: Customer service

BKNS27 — Thu, 10 Apr 2025 21:05:34 GMT

@MandyD

PM has made it difficult to downgrade to a cheaper plan. If it is not in your account under Change Subscription then you can’t switch to it.

Did you check your account?

Re: Customer service

hairbag1 — Thu, 10 Apr 2025 21:12:20 GMT

@MandyD

the easiest option for you is to disable Subscribed and your PM account will eventually deactivate without payment. Today, you can download the Public Mobile app to your cell and start a new account. You'll order a new sim or esim, depending on your cellphone....then select the cheapest plan available at time of activation. You won't have the same cell number as numbers are transferable with PM...you'll have to take a new number from the numbers available when you activate.

Re: Customer service

hairbag1 — Thu, 10 Apr 2025 21:18:02 GMT

@MandyD

the quickest option for you is to disable your current subscription with Public Mobile...it'll eventually deactivate due to non-pay. Download the Public Mobile app and create a new account using a different email address. You can then buy a new sim or esim, depending on your cell. You can then subscribe to whichever plan is available during your activation. (Looks like $19 is cheapest right now) Trouble is...you're gonna lose your current cell number as they're not transferable within PM. You'll end up taking a new number from the list of available numbers, during your activation.

Re: Customer service

MandyD — Thu, 10 Apr 2025 21:20:44 GMT

That's not an actual solution is it? People are just, ok with this?

Re: Customer service

TheSterlinger — Thu, 10 Apr 2025 21:25:16 GMT

No it's not. But what to do? Some people leave and go to another provider, some stay.

Re: Customer service

funpig1 — Fri, 11 Apr 2025 03:17:34 GMT

@MandyD

This is one of my pet peeves regarding PM. When I joined back in 2019, it was very easy to downgrade to cheaper plans. A few years ago customer agents were allowed to help customers change to cheaper plans. Now they say they cannot do it.

Porting your number to a different carrier and then porting back in to select a cheaper plan is one option. However, if you have referrals or loyalty benefits, you will lose them.

The only other option is to be patient and keep checking your change subscription for a cheaper plan to become available to you. On rare occasions, PM may make a cheaper plan available to you for a limited time. I would recommend that you change on renewal to that cheaper plan even if it's not the one that you want, and then wait for another opportunity in the future for a further cheaper plan.

For example, I have downgraded from $29 to $23 to my current $20 3GB 4G plan. And the $19 1GB 4G plan is now available in my change subscription.