topic Re: Unable to change subscription in Get Support

Unable to change subscription

jvhs0706 — Sun, 20 Apr 2025 20:37:34 GMT

Is anyone else experiencing difficulties changing subscriptions? I found better ones in my account that I can switch to, and I intend to switch to them. However, when I try to do that online, it takes forever to process. When I try to do that on the mobile app, it always fails and makes me "try again".

Re: Unable to change subscription

Chalupa_Batman — Sun, 20 Apr 2025 18:10:51 GMT

@jvhs0706 wrote:
Is anyone else experiencing difficulties changing subscriptions? I found better ones in my account that I can switch to, and I intend to switch to them. However, when I try to do that online, it takes forever to process. When I try to do that on the mobile app, it always fails and makes me "try again".

Hello @jvhs0706

If you are trying to change to a plan cheaper than the one you have now, Public Mobile doesn't allow you to do it. If there is a lower plan you want, the only real option is to port out and then port back in.

Re: Unable to change subscription

jvhs0706 — Sun, 20 Apr 2025 18:16:57 GMT

Hi @Chalupa_Batman it is listed as an option after I logged into my account and clicked "change subscription"... Also, I do have the experience of successfully switching to cheaper plans before.

Re: Unable to change subscription

Phil_Adelphus — Sun, 20 Apr 2025 18:17:42 GMT

@jvhs0706 I found better ones in my account that I can switch to,

If they show up under "change subscription" in your account you should be able to switch to them. You can't necessarily switch to those on the "Shop" page. If you're indeed seeing them in your account you could submit a support ticket using the chat icon bottom right of this page.

Re: Unable to change subscription

Chalupa_Batman — Sun, 20 Apr 2025 18:18:06 GMT

@jvhs0706 wrote:
Hi @Chalupa_Batman it is listed as an option after I logged into my account and clicked "change subscription"... Also, I do have the experience of successfully switching to cheaper plans before.

OK, try going into the app settings, clear the cache and reboot your phone. Try logging in again and try to switch. Switch it for the renewal date and not right away. Give that a try.

Re: Unable to change subscription

jvhs0706 — Sun, 20 Apr 2025 18:34:50 GMT

@Chalupa_Batman Thank you for your reply. I have further experimented on this and found something nasty: that plan will be displayed, but when I try to switch to that, it simply won't go through.

I also tried the option of switching to a more expensive plan on renewal. That change went through, and of course I immediately canceled the change afterwards.

Re: Unable to change subscription

Chalupa_Batman — Sun, 20 Apr 2025 18:36:22 GMT

@jvhs0706 wrote:
@Chalupa_Batman Thank you for your reply. I have further experimented on this and found something nasty: that plan will be displayed, but when I try to switch to that, it simply won't go through.

I also tried the option of switching to a more expensive plan on renewal. That change went through, and of course I immediately canceled the change afterwards.

That is unfortunate. Well, this is my opinion. If it is on the app and offered to you, I'd take a screenshot and create a ticket and have a CS Agent change it for you.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Unable to change subscription

hTideGnow — Sun, 20 Apr 2025 18:40:19 GMT

hi @jvhs0706

if you see the plan there, you can change it

the "didn't go through" part is not a "nasty" plot for PM, just there has been glitch about plan change. Take a screenshot to show that plan is showing on your Change Subscription page and PM support agent will change plan on behalf.

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".
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: Unable to change subscription

hairbag1 — Sun, 20 Apr 2025 18:40:30 GMT

@jvhs0706

as previously suggested, Public Mobile will discourage you from downgrading to a cheaper plan that you currently have. It was last summer when they changed it...used to be we could go in and outta any plans we want but no longer. You found out that you can upgrade plans but no so easy to downgrade to cheaper plan.

Re: Unable to change subscription

SKSuh — Mon, 21 Apr 2025 22:33:33 GMT

As others have already indicated, only plans which you see as being available for your own personal account are available to choose. They’re usually higher priced than the plan you are currently subscribed to — but it is possible to “downgrade” if you are able to choose a lower priced plan down the road

I was on a $39 Canada USA Mexico plan last month (68GB) and will be on a $27 Canada (20GB) plan shortly — plus I see the $29 Canada USA Mexico plan as an option for me as well

As you have experienced there were some hiccups during my downgrade which necessitated involving a very helpful customer assistance chat for a successful resolution