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I want to change my plan, but I'm just getting a runaround on this site.

Judyfudge
Great Neighbour / Super Voisin
 
15 REPLIES 15

dust2dust
Mayor / Maire

@HALIMACS- But not to change the plan as per the subject line. The only part that is right in all of those options is #1 and the part before the colon in #2.

Then there's the definitional problem of what is an email. I don't call private messages, emails. Nor do I call texts, emails. Nor do I call blue imessages, texts.

 

Adding - we USED to be able to do an immediate plan change logging in to the chatbot. But in Publics infinite wisdom they took that away. They found the personpower resources to remove it but danged if they can't fix everything else with those resources.

@BEER 

 

I actually agree with the option you provided in # 2.  (the phone number)

 

Perhaps it ought to be reworded a bit so that it’s clear the customer does not reach a live support through that option, but is able to make certain changes using the system.

BEER
Town Hero / Héro de la Ville

Since the OP is frustrated with all the responses from this forum the email with a direct response from PM does clearly direct him/her to the option ---in order to get the solution.

Hi @BEER the email will get OP more frustrated., it does not work  😞

Unfortunately, this email is no longer in use

 

Screenshot_20230218-120420_Gmail.jpg


@BEER wrote:

@computergeek541 wrote:

@BEER wrote:

If you're having difficulty changing your Public Mobile plan through the forum, there are other ways you can try to make the change:

  1. Using your Public Mobile account: Sign in to your account on the Public Mobile website, go to "Plan and Add-ons" and click "Change Plan" to select a new plan. Follow the prompts to complete the process.

  2. Contacting Public Mobile Customer Support: You can contact Public Mobile customer support by phone or email to request a plan change. To reach customer support, dial 1-855-478-2542 from your Public Mobile phone, or send an email to support@publicmobile.ca.

  3. Visiting a Public Mobile Store: You can also visit a Public Mobile store to change your plan. Find the nearest store location on the Public Mobile website.

If you're still experiencing issues with changing your Public Mobile plan, try providing specific details about the issue you're facing when contacting customer support. This can help the representative better understand the problem and provide a solution.


@BEER  Once again, the only method that customer should be using to reach Public Mobile customer support is through the chatbot.  There is no e-mail addresss, no live chat, and no phone number that can be called to reach them.  Also, there are no longer any Public Mobile stores, and even when there still were, they could not change the plan for the customer.


The OP is clearly frustrated and I just gave him options. The email and numbers I provided seem to be valid. For example - cut and pasting response I have received from PM email "support@publicmobile.ca

Here’s how to get your questions answered:

1)      Visit publicmobile.ca/get-help.

2)      Ask our chat bot, SIMon, your question and he’ll provide the answer.

3)      If he is unable to help, then he’ll direct you to submit a ticket to our online agents (we call them Moderators).

See you on our Get Help page and Community,

 

Your Public Mobile Team


Unfortunately, the e-mail option and phone support options aren't available.  Calling the phone the numbers that were mentioned earlier will not enable the customer to speak to anyone. The e-mail address isn't/may not be monitored and messages sent there will likely be ignored.   While I understand that the customer is trying hard to get help, all customer support is done through this website.

BEER
Town Hero / Héro de la Ville

@computergeek541 wrote:

@BEER wrote:

If you're having difficulty changing your Public Mobile plan through the forum, there are other ways you can try to make the change:

  1. Using your Public Mobile account: Sign in to your account on the Public Mobile website, go to "Plan and Add-ons" and click "Change Plan" to select a new plan. Follow the prompts to complete the process.

  2. Contacting Public Mobile Customer Support: You can contact Public Mobile customer support by phone or email to request a plan change. To reach customer support, dial 1-855-478-2542 from your Public Mobile phone, or send an email to support@publicmobile.ca.

  3. Visiting a Public Mobile Store: You can also visit a Public Mobile store to change your plan. Find the nearest store location on the Public Mobile website.

If you're still experiencing issues with changing your Public Mobile plan, try providing specific details about the issue you're facing when contacting customer support. This can help the representative better understand the problem and provide a solution.


@BEER  Once again, the only method that customer should be using to reach Public Mobile customer support is through the chatbot.  There is no e-mail addresss, no live chat, and no phone number that can be called to reach them.  Also, there are no longer any Public Mobile stores, and even when there still were, they could not change the plan for the customer.


The OP is clearly frustrated and I just gave him options. The email and numbers I provided seem to be valid. For example - cut and pasting response I have received from PM email "support@publicmobile.ca

Here’s how to get your questions answered:

1)      Visit publicmobile.ca/get-help.

2)      Ask our chat bot, SIMon, your question and he’ll provide the answer.

3)      If he is unable to help, then he’ll direct you to submit a ticket to our online agents (we call them Moderators).

See you on our Get Help page and Community,

 

Your Public Mobile Team


@BEER wrote:

If you're having difficulty changing your Public Mobile plan through the forum, there are other ways you can try to make the change:

  1. Using your Public Mobile account: Sign in to your account on the Public Mobile website, go to "Plan and Add-ons" and click "Change Plan" to select a new plan. Follow the prompts to complete the process.

  2. Contacting Public Mobile Customer Support: You can contact Public Mobile customer support by phone or email to request a plan change. To reach customer support, dial 1-855-478-2542 from your Public Mobile phone, or send an email to support@publicmobile.ca.

  3. Visiting a Public Mobile Store: You can also visit a Public Mobile store to change your plan. Find the nearest store location on the Public Mobile website.

If you're still experiencing issues with changing your Public Mobile plan, try providing specific details about the issue you're facing when contacting customer support. This can help the representative better understand the problem and provide a solution.


@BEER  Once again, the only method that customer should be using to reach Public Mobile customer support is through the chatbot.  There is no e-mail addresss, no live chat, and no phone number that can be called to reach them.  Also, there are no longer any Public Mobile stores, and even when there still were, they could not change the plan for the customer.

BEER
Town Hero / Héro de la Ville

If you're having difficulty changing your Public Mobile plan through the forum, there are other ways you can try to make the change:

  1. Using your Public Mobile account: Sign in to your account on the Public Mobile website, go to "Plan and Add-ons" and click "Change Plan" to select a new plan. Follow the prompts to complete the process.

  2. Contacting Public Mobile Customer Support: You can contact Public Mobile customer support by phone or email to request a plan change. To reach customer support, dial 1-855-478-2542 from your Public Mobile phone, or send an email to support@publicmobile.ca.

  3. Visiting a Public Mobile Store: You can also visit a Public Mobile store to change your plan. Find the nearest store location on the Public Mobile website.

If you're still experiencing issues with changing your Public Mobile plan, try providing specific details about the issue you're facing when contacting customer support. This can help the representative better understand the problem and provide a solution.

 

 

 

edited by computergeek541: crossed out inaccurate information

HALIMACS
Mayor / Maire

@Judyfudge 

 

We could reply with information and advice, which others have rightfully done above.

 

But all they can do is guess because you didn't give any details.

 

Why don't you tell us what you've tried and what worked and what didn't work so we can tailor responses to the areas you had troubles with?   This way, all the folks on this Community, who are just customers like you, can spend their quality time providing quality responses to you.

 

Let's work together, shall we?

DDM69
Deputy Mayor / Adjoint au Maire

Self service isn’t for everyone. You need to be patient to be comfortable with the website and doing things yourself. If you prefer long waits  and being transferred multiple times, there are other providersyou can try. 
In my opinion, the savings and perks are worth the effort being with Public Mobile. 
Good luck 😁

esjliv
Mayor / Maire

@Judyfudge - have you ever been able to log into My Account, here: https://telusidentity.telus.com/as/authorization.oauth2?response_type=code&client_id=cc26d3b9-3370-4...

 

Did you activate instore once upon a time? If so, it is possible you have never registered for a My Account.

 

If not and you are a current customer (have been active within 90 days and have not ported out to another provider), you can submit a ticket here to: Create or forgot My Account email or password link

 

Handy1
Mayor / Maire

@Judyfudge  Log into self serve and go to plan add on change , make sure to change for next renewal so you don’t loose out on current cycle 

My account

Legend  and features

Change plan / update cc /auto pay

Handy1_0-1676594555268.png

 

Account #/ change # port /swap SIM

 

Dunkman
Oracle
Oracle

@Judyfudge 

This website is finicky. You can try a different web browser, clear cache or incognito mode.  Login to your self service account.  Most people would recommend change plans at next renewal (instead of immediately since no pro-rating of plans).  

 

Here is some more information:

https://www.publicmobile.ca/en/on/get-help/articles/change-your-plan

hairbag1
Mayor / Maire

@Judyfudge 

use your laptop but log in using incognito mode.

 

planupgrade.jpg

will13am
Oracle
Oracle

@Judyfudge , it's best to access the self serve account using incognito mode on the browser otherwise it's impossible to tell what's going on with cached data getting in the way. 

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