Changing plan - website doesn't work

[stillnotfamous]

How can I change my plan? The Public website is useless - nothing works, and Public's support is even worse!

I log into my account and click Change Plan, but the page is useless. It tells me to "pick a ready-made plan below" and "compare it to your current plan" but there are no plans shown, no details about my current plan and none of the links or buttons work. If I click the "Try More Options" link I get an HTTP Server Error page and the "Plan Details" page doesn't work either - gives me an "oops something went wrong" page.

Trying to create a ticket also doesn't work - logging in doesn't work for me on Chrome, I can log in on Edge but when I try to submit the ticket, the required verification doesn't work by either account login or PIN.

Dear Public: I get that you are a low-cost service and my phones generally work, but if you're going to eliminate all support, please try to make something online work.

[softech]

@JAC70   you don't have to change browser.. you just have to install another one and try different one when needed.   

It is normal these days, many sites like this. Sometime it is a local (client side)  issue instead of the system 

yes, we all want PM to improve, maybe open a ticket with PM CS Agent and have them to investigate , possibly they might pass to development for improvement.    But all this might take times.  You might want to use another browser as work around for now

[JAC70]

Thanks for the tip, @hairbag1, but I am unwilling to change my browser because PM is unwilling to invest in web design.  I am willing, however, to port out all three numbers if their service doesn't improve shortly.

[hairbag1]

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@JAC70 wrote:

I am well and truly sick of PM being unable to manage a simple web interface.  FIX. THIS.

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I just successfully opened it...works for me. Try using incognito mode / private window mode.

I'm using Firefox btw.

[JAC70]

I am well and truly sick of PM being unable to manage a simple web interface.  FIX. THIS.

[stillnotfamous]

Thank you hTideGnow - I'll try that.

If not, can probably wait another month (or at least until I run out of minutes or data on my current plan, and then change immediately).

[hTideGnow]

@stillnotfamous  don't change plan now on My Account

They have 2 choices when you request then change and both won't work to your favour in your case today.

They have Change Immediately, which it will charge the new plan amount now and change the plan now.  But your old plan charge won't get refunded.  You are only on Day 1 of your new cycle.  It would meant they charge you 2 times today.

Another choice is Change in the next cycle, which is 30 days later in your case

I think, best approach is to open a ticket with Customer Support Agent, they are understanding and they might be able to do the change for you on the back end and you only need to pay the difference

To cut down the back and forth, you might want to load enough fund (the difference of the 2 plans)  to your account first so CS Agent can simply change the plan and use the fund already on the account

[stillnotfamous]

Thank you JK8 & Triguy - incognito and clearing cache didn't work but switching from Chrome to Edge did - the Change Plan screen now shows many options. 

One last question: Today is the first day of my billing cycle and I want to upgrade to a more expensive plan. If I upgrade today (versus waiting until next month), does Public charge me the difference between the two plans or the entire amount of the new plan (i.e. I lose what I paid for my old plan)? I saw something that looked like I forfeit what I've already paid.

PS. Perhaps Public should try testing their website before going live, especially on the market-leading browser by far (Chrome 53.2% vs. Edge 5.9% in Canada according to latest stats). I realize this is a very first-world problem but my experience this morning has me considering moving all my phones off Public.

[Triguy · Accepted solution]

Try using a different browser and incognito mode.  Also try clearing your cache and cookies then reboot

[JK8]

@stillnotfamous 

Clear cache/cookies 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.