PM offered me 15GB of 4G data for $40/month via SMS, didn't apply on renewal date as expected

[nikenick92]

Hi, on November 1st I received an SMS from Public Mobile offering me 15GB of 4G data for $40/month if I replied "YES" to the SMS, which I did. It was supposed to switch to this plan on my next renewal date which was November 12th. I logged into my account today to check and its still showing I am on the 5GB for $40/mo plan, so my plan didn't change. Help please?

[d_patterson99]

I had same thing.  I even logged in to my account and saw that I was getting a plan change at the end of the billing cycle.  Didn't happen.  I even took screen shots as you will find this is what it's like with public mobile.

Last time I opened a ticket for something like this they charged me extra money and I lost my plan which they wouldn't change back.  I registered for the plan change again this billing cycle at the end of the cycle... this time in my account.  If it's still available with a couple days left... I am going to login and do the change plan now.  

Good luck... we'll need it.

[dorocia]

The same happened time.  I submitted the ticket asking for help, still waiting for that help.

[nikenick92]

After I replied "YES", I received another SMS right after that saying "Thank you for your response. Your plan will be automatically updated on your next renewal date. Log in to My Account if you want to get this plan sooner" so yes I assumed that was all I needed to do. But I've logged into my account now and manually changed it to the 15GB plan. Thanks for your help everyone.

[dust2dust]

@HALIMACS- Only one of three accounts got it for me. I didn't want to leave any chances. Say it actually did an immediate plan change and then I'm out 40 bucks. I'm not spending that kind of money on my cell service so I just didn't.

[HALIMACS]

@dust2dust 

If I received the text (which i didn't -- apparently not in the 'targeted' group 🙄), I might reply "YES", then on the following day log into self-serve to see if, indeed, a pending plan change is scheduled.

Would be interesting if someone might try this to see... alas, PM is likely not following through on these so likely a waste of effort.

[dust2dust]

@HALIMACS- I thought it was great idea. They just didn't see it through. The message I got even said December. But nor was I biting so I didn't do it.

[HALIMACS]

Indeed, @dust2dust , I kinda wondered how replying "YES" to a SMS from PM would result in a plan change.

Still, the wording of the SMS appears quite misleading in suggesting so.  

Perhaps a @CS_Agent may be able to help explain how (of if) the SMS text offer is indeed capable of this change. 

[dust2dust]

I don't remember anybody having success with the clever Yes method. So just log in and do the plan change for next renewal yourself. You're 8 days in to the renewal so I don't imagine support will accommodate.

[HALIMACS]

OK, @nikenick92 , then you can contact the Customer Support Agents to request that they switch you over to the correct plan.

Just be sure they DON'T do an immediate plan change as you'll be charged again for another cycle.  If they have to switch you over that way, at least they can arrange to charge you only the difference between the two plans.

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[nikenick92]

Thank you, but just tried that and still showing I am on the 5GB of 3G data plan.

[HALIMACS · Accepted solution]

@nikenick92 

After logging in, click the little refresher icon.   It may be displaying a cached version of the page.

If under Plan and Add-On's, it's not showing the plan change, you can set it to occur on your next renewal there from the list of available 4g plans.