Change Subscription Issue

[HeatherCharlieR]

When I go to change my subscription from the $32/month to $19/month. I keep getting that I have an active subscription. Even though my subscription is not active and my account is on hold.. How do I change this?

[slusagm]

sorry, the $19 plan is never a choice for people who have plans $20 and above.  Only new subscribers and those who have plans below $19 can have a choice to get 

[Yummy]

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@HeatherCharlieR wrote:

When I go to change my subscription from the $32/month to $19/month. I keep getting that I have an active subscription. Even though my subscription is not active and my account is on hold.. How do I change this?

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Do you actually see $19 plan when you log in to your account?

If you do not see desirable plan then it is not available to you.

And if your account is suspended (you have no service at all)  then you have to reactivate it and then try to change plan.

[hTideGnow]

hi @HeatherCharlieR  look like you trying to subscribe new using the same email address

To change plan, you can only change to plans available on your My Account's Change Subscription page.  But $19 plan is only for  new subscribers or for current subscribers with a $15 or $13 plan.  Sorry, you won't be able to change to it

[Chalupa_Batman]

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@HeatherCharlieR wrote:

When I go to change my subscription from the $32/month to $19/month. I keep getting that I have an active subscription. Even though my subscription is not active and my account is on hold.. How do I change this?

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Hello @HeatherCharlieR 

Public Mobile oddly doesn't allow you to downgrade your plan even though it's a prepaid service. Open the app on your phone, go to change subscription, if you see the $19 plan available to you, then take a screenshot and create a ticket for a CS Agent to change it to it. But if it's not there, not much you can really do.

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.