Change subscription issue

[AndySnelleman]

I need support to help me upgrade my existing 4G plan to a new 5G 50 GB Canada-US-Mexico subscription ($35.00).  The website won't allow me to do this.

[AndySnelleman]

Thanks. The mobile app worked perfect!

[softech]

of course, customers have the right. 

I just think as a regulars, we should give responsible advises and just not send customers to CS agent when we know the answer.  And also, I am giving you the official stance for PM on this issue 

[Chalupa_Batman · Accepted solution]

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@softech wrote:

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@Chalupa_Batman wrote:

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@AndySnelleman wrote:

I need support to help me upgrade my existing 4G plan to a new 5G 50 GB Canada-US-Mexico subscription ($35.00).  The website won't allow me to do this.

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Hello @AndySnelleman 

Try using the app, it tends to work better. If that's not helpful, please connect with a CS Agent via this link.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

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@Chalupa_Batman 

support won't be able to help to change to plans that are not found on user's Change Subscription page.  Please avoid directing customers to contact an agent for that.  thanks

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Hello @softech Customers have the right to contact CS Agents to ask for assistance with changing their plans. It's then up to the CS Agent to decide. Since you nor I work for Public Mobile, it's not up to you or I to tell them otherwise. 

[softech]

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@Chalupa_Batman wrote:

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@AndySnelleman wrote:

I need support to help me upgrade my existing 4G plan to a new 5G 50 GB Canada-US-Mexico subscription ($35.00).  The website won't allow me to do this.

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Hello @AndySnelleman 

Try using the app, it tends to work better. If that's not helpful, please connect with a CS Agent via this link.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

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@Chalupa_Batman 

support won't be able to help to change to plans that are not found on user's Change Subscription page.  Please avoid directing customers to contact an agent for that.  thanks

[softech]

sorry @AndySnelleman , you can only upgrade to plans available on your My Account.  Support wont' be able to change to plan that is not available on the Change Subscription page on your account.

For Canada/US/Mexico plan, you should see the $45 and the $55 plans and you can change to one of the two instead

[Chalupa_Batman]

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@AndySnelleman wrote:

I need support to help me upgrade my existing 4G plan to a new 5G 50 GB Canada-US-Mexico subscription ($35.00).  The website won't allow me to do this.

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Hello @AndySnelleman 

Try using the app, it tends to work better. If that's not helpful, please connect with a CS Agent via this link.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437