Different plan from what I bought being activated for my account

[Duli_Amara]

I bought a limited time promotion earlier this month that had Canada-US unlimited calling/texting and 50gb of data (available while either in Canada or US). But when I go to my account, it shows a different plan (Canada wide calling and texting only). I noticed this because I'm in the US right now, and my calling and data is not working. 

Has anyone experienced this?

[DennyCrane · Accepted solution]

Tat $34/50GB Can/US plan was only available until March 4th; on March 5th the same plan was Canada only, with the cheapest Canada/US plan being $39/month (still a great deal).

The terms you're referring to are likely the generic terms and conditions that apply to all plans; you have to match up the term number in subscript to those found in the plan description.

Definitely try your luck with customer service though.

[Duli_Amara]

Yeah I submitted a ticket and waiting for a response.

[Duli_Amara]

I bought it on March 5th (in Quebec) and activated on March 14 (in the US). I had to wait to activate till the SIM card came in the mail. I think I bought the right plan I intended on because for some reason, when I go to the Terms and Conditions on the app, it still says "Whether in Canada or the US, this plan includes unlimited calling, text, picture and video messaging to phone numbers within and between Canada and the US. Data can be used in both Canada and the US".

[softech]

@Duli_Amara 

it could be just a wrong description on the plan details.  People already reported they  don't see it showing Canada-US in the plan details description but it is indeed the correct plan (ie, the feature is there)

But, best to have PM support to check and confirm, Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗" 
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

[computergeek541]

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@Duli_Amara wrote:

I bought a limited time promotion earlier this month that had Canada-US unlimited calling/texting and 50gb of data (available while either in Canada or US). But when I go to my account, it shows a different plan (Canada wide calling and texting only). I noticed this because I'm in the US right now, and my calling and data is not working. 

Has anyone experienced this?

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Which day was this plan purchased on?  At different times this month, there were two different $34 plan, one that included US service and one that didn't.

[Handy1]

@Duli_Amara  This is not first time I’ve heard of this happening. Contact support they can fix for you 

submit ticket with support . using the chat bubble bottom right of screen 

If that doesn’t work you can always send private message to support .

send  a  private message   To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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