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Need Urgent help pls!

Omar6
Good Citizen / Bon Citoyen

I had requested just a package change however it seems like it cancelled my current subscription and I no longer have any cell service! I need my cell service urgently. I can not see my old plan under my account and if I try buying a new one it gives me an error message when I try to transfer my number. Chat asked me to submit a private ticket

13 REPLIES 13

RavingRaven
Model Citizen / Citoyen Modèle

@Omar6 

I would imagine the issue has been sorted out by now but assuming your renewal was last night was the new plan you had scheduled to occur on your next renewal (last night) a more expensive one?

Maybe the old scheduled upgrade your plan glitch is back?

Anyone else renew last night? What time (eastern) did your payment go thru?

Edit: About 2 hours for a reply from customer support today.

@Omar6 

It may take several hours for CSA to respond.  

In your original account, is the account status active versus suspended?  Were you charged on the credit card?  What plan shows up in the plan details?  

Looks like that you created a new account/plan also.  That needs to be sorted out by CSA.  

Omar6
Good Citizen / Bon Citoyen

not yet I restarted a few times already

Hk666
Great Neighbour / Super Voisin

Did you get it sorted out ? Like a few others mentioned I had same issue before and yes reset your phone sometimes it takes a few mins ( 15 mins) to process if you don't reset it after any changes to account to actually take affect 

you cannot start another account and transfer number from old account to new.  PM does not allow phone number swap between 2 PM accounts.  You need to wait for PM to sort out your first account and close the new account for you

Omar6
Good Citizen / Bon Citoyen

I tried to reactivate/buy my old plan and I think I did but now it wont let let me transfer my number. I have no idea whats going on


@Omar6 wrote:

no I did it on the app at change on renewal myself last month.


So on the app itself, does it say you're on the plan? Try "pulling down" on the screen to refresh it. 

Personally, I think it's just a network refresh that you need but....  nobody here is an expert. 🙂 

PM usually gets back within an hour, check your inbox in the community 

at this time, keep reboot the phone and it might start working 

Omar6
Good Citizen / Bon Citoyen

no I did it on the app at change on renewal myself last month.

Chalupa_Batman
Mayor / Maire

@Omar6 wrote:

I had requested just a package change however it seems like it cancelled my current subscription and I no longer have any cell service! I need my cell service urgently. I can not see my old plan under my account and if I try buying a new one it gives me an error message when I try to transfer my number. Chat asked me to submit a private ticket


Hey @Omar6 

The agent should have given you two options. Renew now or at renewal. It seems you may have picked now. It should be a simple solution. Reboot your phone. If that doesn't work, go into your settings, network settings and then reset them and reboot the phone. THIS should be the solution to fix your issue. If not, then reach back out to the CS Agent who helped you.

Omar6
Good Citizen / Bon Citoyen

do you know how quick they get back? I assume the response would be in my private messages?

Omar6
Good Citizen / Bon Citoyen

I sent a message to the CS

slusagm
Mayor / Maire

try reboot the phone first

and login My Account using Incognito mode and check again to see if the plan got changed already 

if you still have no service after reboot, ask PM to check.  

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.)  Type the question Submit ticket and select Contact Us to get to ticket open screen       

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

 

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