topic Re: Promo plan upgrade never got added to account in Get Support

Promo plan upgrade never got added to account

Karenll — Fri, 06 Jun 2025 04:59:01 GMT

Hi,

On April 28th I received a text from Public about upgrading my plan (4G 10GB plan for only $25/month). I replied YES and got a confirmation text saying the new plan would be added to my account on the next renewal date.

It's now June 5 and my account still hasn't been updated to this new plan. One billing cycle has already passed since the confirmation text.

Why is it taking so long for the new plan to take effect?

Thanks.

Re: Promo plan upgrade never got added to account

Chalupa_Batman — Thu, 05 Jun 2025 23:18:52 GMT

@Karenll wrote:
Hi,

On April 28th I received a text from Public about upgrading my plan (4G 10GB plan for only $25/month). I replied YES and got a confirmation text saying the new plan would be added to my account on the next renewal date.

It's now June 5 and my account still hasn't been updated to this new plan. One billing cycle has already passed since the confirmation text.

Why is it taking so long for the new plan to take effect?

Thans.

Please contact a CS Agent to notify them the change did not occur. You may need to take a screenshot of the text and send to them.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

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: Promo plan upgrade never got added to account

softech — Thu, 05 Jun 2025 22:39:40 GMT

@Karenll the plan change will kick on the next renewal day after you replies, you have gone through the renewal yet?

If already past renewal, ask PM support to check.

Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Promo plan upgrade never got added to account

hairbag1 — Thu, 05 Jun 2025 22:41:33 GMT

@Karenll

I'd suggest you try logging in to your account using web version, but try incognito mode and clear cache files too. See if your new plan is there.