topic Re: subscription upgrade in Get Support

subscription upgrade

jjltd — Thu, 16 Oct 2025 20:17:28 GMT

Received limited offer to upgrade plan to 75GB with 5G at $35 monthly on October 14, valid until October 22, 2025. Accepted and received confirmation on October 15 the new plan would take effect on renewal date. Today, October 16 is renewal date but payment history shows charged for previous plan of 20GB with 4G at $29 monthly. Help is greatly appreciated. Thanks!

Re: subscription upgrade

hairbag1 — Thu, 16 Oct 2025 20:18:37 GMT

@jjltd

you should dial 611 to hear current plan status.

Re: subscription upgrade

hTideGnow — Thu, 16 Oct 2025 20:19:46 GMT

hi @jjltd Great deal!!

in the past, PM's text promotion runs that way, they don't schedule plan change until the end of the promotion offer, so they won't schedule plan change for you until after Oct 22, so the new plan will take effect on the renewal after Oct 22

but check with PM to confirm, 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 unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
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: subscription upgrade

slusagm — Thu, 16 Oct 2025 20:20:53 GMT

Did you try to login My Account and see what current plan you have? Try using browser with incognito mode to login and check

Re: subscription upgrade

Chalupa_Batman — Thu, 16 Oct 2025 20:23:07 GMT

@jjltd wrote:
Received limited offer to upgrade plan to 75GB with 5G at $35 monthly on October 14, valid until October 22, 2025. Accepted and received confirmation on October 15 the new plan would take effect on renewal date. Today, October 16 is renewal date but payment history shows charged for previous plan of 20GB with 4G at $29 monthly. Help is greatly appreciated. Thanks!

Hello @jjltd

Offers like that can take up to 72 hours to process. It looks like it missed the cycle. If you take a look at your account under subscriptions in a few days, I'm sure you'll see the new plan coming. There is no need to contact a CS Agent at this time as the change will happen within a few days and you will see it on your account. I'd only contact a CS Agent if you don't see it by Monday.

Re: subscription upgrade

jjltd — Thu, 16 Oct 2025 20:22:14 GMT

It tells me next renewal date is November 15, 2025

Re: subscription upgrade

jjltd — Thu, 16 Oct 2025 20:29:52 GMT

Thank you for the reply and DM link! Will wait for response. Don't want to miss it.

Re: subscription upgrade

jjltd — Thu, 16 Oct 2025 20:39:33 GMT

Thanks for the reply!