Can't change my plan to lower option

[Pkrobin]

I have had the $36 Can/US plan for less than a month. I almost didn't get it because it doesn't include Mexico as the Freedom $45 plan does.

Now that there is a $35 Can/US Mexico plan available I talked to Customer Service and I cannot change to that because it is less expensive.

What is the best strategy here? I do want Mexico, I obviously wouldn't care if I continued to pay $36 but that also isn't an option apparently. I should add I also have the first 3 months 50% off promo currently active and prefer not to lose that.

So, is my only option cancel my plan and start over with a new email address? And lose my 3 mo. promo? Or any other tips? Thanks.

[Pkrobin]

Ya I don't really care about sms or phone for that matter at least not on a holiday. Just want the data piece wherever I go. That's fine I buy a Mexican esim for $12 or whatever. Just a bit of a hassle compared to simply changing my LM plan (had that been possible). Need data for WhatsApp anyway if I were wanting to do that. 

[hairbag1]

@Pkrobin 

if you're just going to Mx for a week or so and want to keep in touch with fam and friends...consider downloading the free WhatsApp. Using local wifi or separatley purchased data, you'll be able to talk / text for free to other WhatsApp'ers.

Alternative...Telcel has some very inexpensive plans for use to call anywhere in Mx/Canada/US. Problem with that option is folks back home will need a LD plan to call your Mx number...but you'll be able to easily call home.

[TheSterlinger]

I think checked again means that he checked with his supervisor, and they said no. They might do it on a one-off, but no, they will not do it. They're very strict and stick to their new 'policy'. There's no point in trying. Dissapointing 

[Pkrobin]

Ok, so I'll leave it for now. I'll save more than a Mexican eSim is going to cost me just going for a week anyway. I'll catch it next Black Friday right on time.

[slusagm]

i think "Check again" means you are ok to have it.  just reply PM support and tell them the plan you want is not there, or show them screenshot as well

[hairbag1 · Accepted solution]

@Pkrobin 

be aware that if they eventually do allow you to get the Can/US/Mx plan...you will lose that 50% reduction promo.

[Pkrobin]

I did ask again. He says he "checked again" and definitely cannot. 

[slusagm]

I think PM can help to make the change, they are not cheap plans an no reason they won't help

ask again, or ask them to escalate

[Pkrobin]

I definitely cannot access it online or in the app - logged out of app, switched off wifi, tried it on the PM network same issue.

[slusagm]

you talked to agent about that and he said boldly you cannot lower your plan? do you mind to post the reply from CS agent?

[hTideGnow]

HI @Pkrobin 

i think everyone has access to the Canada/US/Mexico plan

it could be just a browser cache problem.  Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

or try back tomorrow using the special browser mode or app