My account

[Addison]

I upgraded my plan lastnight it was $40 for 15gb when it changed it only gave me 5gb for $40 how do I talk to someone 

[Addison]

That is correct lol good old PEI spuds 

[Handy1]

@Addison  Also known for delicious potatoes too ! 🙂

[Addison]

Thank you so much 😀

[Addison]

Thank you so much I’m from Little old Prince Edward Island Canada we are known for our politeness 😉 thank you 

[Addison]

I did when it was up for renewal was a day in the difference so now if I want to do the 15gb looks like I need to pay another 40? 

[Handy1]

@Addison  Follow @softech  link tell support what happened there’s a chance they can fix for you without waiting till next renewal 

[HALIMACS]

@Addison 

Customer support will (should!)  switch you to the correct plan without incurring any additional cycle fee.

Tell them you selected the correct plan, and that other users have experienced similar issues.

Had I not cancelled and redid it, I would have.

EDIT:  the key to success is politeness.   They are typically understanding with these kinds of errors, which are aplenty with their self service system.

[Addison]

They put the wrong plan on… now for me to switch again I will have to pay another 40 I would love to talk to someone that could fix that how do I do that? 

[softech · Accepted solution]

@Addison   did you pick the wrong $40 plan ?  there are two $40 plans to choose from, you might have picked the wrong one.

Login to My Account again using incognito mode and check if plan details really showing 5GB or 15GB

If it is indeed the 5GB plan you picked, and if today is only day 1 of the new cycle Maybe PM support can help.  But if it has been couple days in, you might have to schedule the correct plan to change on next cycle instead

Again, if it is only day1 of the new cycle ,  you can try to open ticket with PM support 

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then 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 the ticket is opened.  CS Agent will reply to you there

[HALIMACS]

@Addison 

first of all, did you do an immediate plan change or did you schedule the plan change for your next renewal?

Coincidentally, when I changed one of my peeps to that plan, the pending plan change also seemed to display as 5 GB.

I canceled the pending plan change, and re-did it for the 15 GB and when I logged out and logged back in, the correct plan details displayed.

make sure to take screenshots when doing things on self serve, just for your own protection. They can go a long way with customer support later on.

[Handy1]

@Addison  

Try again  incognito mode/private mode or a different device or lap top or simply try refreshing the page when logged in

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