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15GB 4G speed promo never converted over

Great Neighbour / Super Voisin

I had a text for the 40$ 15gb 4g promo text n December for both my wife and myself. It asked to respond YES to switch. It never switched for our phones to the plan. I'm still on the 3g 1gb plan. I have auto-pay setup for both accounts,so the funds are available. How do I get switched over?






No problem, @efleming001 


We shouldn't have to presume (as customers) that a fresh login to PM's self-serve site won't yield refreshed information.


The site leaves much to be desired as far too many customers believe what is being displayed is accurate and timely information - but it is not always.


It's their problem to fix and should not be ours to deal with.

Great Neighbour / Super Voisin

Ugh, should have known better. Thanks, I was seeing cached information



Is the amount the same as from the prior renewal, or is it different?


Did you try logging in after opening an incognito tab to ensure you're getting a refreshed version of the self-serve page?


Then, you can see the tab "Plan and Add-ons" to view which plan you're on.

Great Neighbour / Super Voisin

I see an auto-pay charge in my bank for 39.55 for my plan  and 31.64 for my wife's plan

Mayor / Maire

Another piece of evidence is, how much did you pay for your renewals since you said yes?

Mayor / Maire



It's possible you may be viewing outdated version of the self-serve site. It has terrible caching issues.


  • Try clearing cache and cookies and opening an incognito tab
  • Try using a completely different browser from a completely different device which does not have stored/remembered credentials


Also, try tapping the highlighted area when logged into self-serve for a refreshed page version:




If after logging in this way the plan is confirmed to be the incorrect one, tap "plan and add-ons" and schedule a plan change for the next renewal date for the desired plan from the list.