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Change plan page not working?

mh1983
Deputy Mayor / Adjoint au Maire

I was just trying to future date a plan change for myself, but when I go into the change plan page in Self Serve, I'm greeted with this:

 

mh1983_0-1628791645543.png

 

Tried the usual steps: logout/login, try different browser, etc...nothing is working. Anyone else seeing this on their end?

 

1 ACCEPTED SOLUTION

Accepted Solutions


@mh1983 wrote:

To the first few replies, I appreciate it, but if you read my original message, I clearly state I tried those things already.


@mh1983 there have been others with this issue in the past weeks.

 

Can you try a totally different device?

View solution in original post

10 REPLIES 10

Anonymous
Not applicable

@mh1983 

i suggest you can try it for a different Browser
and do clear cache and cookies for any Browser,

and use a Browser from your computer,

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

 microsoft edge how to update your browser visit Here 

and Restart your computer, is will help.

 

and if you use a home internet please do one thing take your power internet off for about

a 1 minute and put it back on,

 

you can Change Your Plan online,

When you’re changing your plan, you can choose to change immediately or at your next plan renewal date. To change your plan: sign in to Self-Serve, select ‘Change Plan’ on the Overview page, select the plan you want, and scroll to the bottom of the page.If you’re looking to apply a promotion to your plan, learn how you can do that here.

Changing your plan on the next plan renewal date 

We recommend you choose this option because it allows you to use the services you have already paid for until your next plan renewal date. Here are some things you should know about this option:

  • If you choose to change your plan on your next plan renewal date, the amount owed will be automatically updated.
  • If you have AutoPay set up, the amount of your new plan will be charged on your payment due date.
  • You can cancel a future-dated plan change at any time by clicking on the ‘Plans and Add-Ons’ tab and selecting ‘Cancel Order’.
  • Any earned Rewards will be applied on your next renewal after the plan change.

Changing your plan immediately

You may choose to change your plan immediately if you have used all or most of your services, or if your account is suspended and you would like a different plan. Here are some things you should know about this option:

  • There must be enough funds in your account to cover the full amount of the new plan.
  • A new payment cycle starts when you activate your new plan.
  • Your plan will not be prorated, which means that any days remaining in your current payment
  • Any earned Rewards will be applied on your next renewal after the plan change.
  • If your account is suspended – changing your plan is a 2-step process, so be sure to complete both steps or you may be left with partial or no service. Step 1 initiates the change, and step 2 reactivates your account via making a payment (if necessary).
    1. Make sure to review your details carefully before changing your plan - Once you click “Yes, change my plan”, all features from your current plan will be lost and the plan change will be completed, even if you do not make a payment in the second step.
    2. Top up your account with sufficient funds to reactivate your service - Since we are a prepaid service, you need to have the funds available for the plan change to fully take effect. If you only have partial funds in your account, or if you do not complete payment after changing your plan, you may be left with no or partial service. We have introduced several warnings to ensure you don’t leave the page without topping up, but figured we should mention it here as well. Note: If you have sufficient funds to cover your new plan,you won’t be taken to the payment menu.

What will happen if my payment wasn’t completed?

In this scenario, your account could still move from suspend to active, re-starting your plan cycle and potentially only reactivating a portion or none of your services. If you find yourself in this situation, simply go to the “Payment” tab in Self-Serve, choose “One Time Payment”, and opt to pay the “Amount Due”. This will cover the new plan cost less any partial payment that was taken. After successful payment, your services should be fully reactivated. If your services aren’t restored,please start a conversation with our virtual assistant, SIMon, to submit a ticket to Customer Support Agent by CS_Agent, click  here.

JK8
Mayor / Maire

@mh1983 

 

Clear cache/history and open a new browser in incognito. As well that page is a bit glitchy so you might want to try again in a few hours. You can also try a different browser.

hTideGnow
Mayor / Maire

something wrong with the site?  this happens a lot this week.

 

mh1983
Deputy Mayor / Adjoint au Maire

To the first few replies, I appreciate it, but if you read my original message, I clearly state I tried those things already.

mh1983
Deputy Mayor / Adjoint au Maire

@hTideGnow wrote:

something wrong with the site?  this happens a lot this week.

 


That's my guess, too, thanks. I'll try again later; just wanted to see if anyone else was experiencing the same issue.


@mh1983 wrote:

To the first few replies, I appreciate it, but if you read my original message, I clearly state I tried those things already.


@mh1983 there have been others with this issue in the past weeks.

 

Can you try a totally different device?

Anonymous
Not applicable

@mh1983 

visit Here  to you know How Delete all cookies
Delete cookies from a specific site
Delete cookies every time you close the browser
and i test the site is working 100%,

 

and if you still have a issue with site you Have To Submit a Ticket To Customer Support Agent by CS_Agent, the will Change plan for it,

 

Here’s how to contact Customer Support Agent by CS_Agent,

  • Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Service by CS_Agent. Click Here to get started.

 

  • or you can send a private message to Customer Service by CS_Agent, by Click Here
  • You’ll need to be logged in to your Community account for the link to work.

 

  • please include in your message,
  • your account number, 
  • your phone number,
  • your account 4 digit pin,
  • your Email address,

 

  • Customer Service by CS_Agent, will Response by private message to you inbox
     Check your private message inbox (click on the envelope top right of your screen)

         Good Luck


@mh1983 wrote:

@hTideGnow wrote:

something wrong with the site?  this happens a lot this week.

 


That's my guess, too, thanks. I'll try again later; just wanted to see if anyone else was experiencing the same issue.


AH HA - i just tried by 2 methods and got the same issue.

 

So, I think your 'try again later' comment is the way you are going to have to go.

 

Hopefully, this is a in maintenance issue being working on...? But, it would be nice a message would say something of this sort, when pages are not loading properly.

😑

dabr
Mayor / Maire

@mh1983 wrote:

@hTideGnow wrote:

something wrong with the site?  this happens a lot this week.

 


That's my guess, too, thanks. I'll try again later; just wanted to see if anyone else was experiencing the same issue.


@mh1983    Are you using incognito/privacy mode when trying to change plans?  I just tried and was able to future date plan change but I'm using privacy mode on FF.