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Plan Change Not Reflected on Phone/Account

VisionDreamer
Good Citizen / Bon Citoyen

Dear Community,

I'm having a weird issue with a plan change I requested at the end of last year. It was supposed to take effect on my renewal date, which has now passed. But things aren't syncing up:

  • Phone: Still showing the old plan and billing info.
  • Online Account (Computer): Shows the new plan and billing.
  • Missing Minutes: The minutes included in the new plan aren't showing up anywhere.

This is super confusing! I have no idea which plan I'm actually on, what my balance is, or how many minutes I have. Has anyone else experienced something like this? Any tips on how to get this sorted?

Thanks for any help!

8 REPLIES 8

self solution removed

ORNGNBLK
Model Citizen / Citoyen Modèle

@VisionDreamer  Refresh your app by pulling down on the page on your phone. This may reset the plan info. If it does, your 1000 LD minutes should show up in your Usage breakdown at this point. Hope this helps. 

VisionDreamer
Good Citizen / Bon Citoyen

Thank you. I see the minutes now. And yes, it did renew today, so I should wait a day or two for the change to filter though their system. Thank you for your help. Mucho appreciated. 

golfball
Deputy Mayor / Adjoint au Maire

When was your renewal date? If it was today it could be that the system hasn't yet fully processed the plan change. If it's been a few days there's a chance there could be some kind of glitch going on. In that case I'd recommend contacting customer support.

This post here by hTideGnow shows how the minutes should appear on your account: https://productioncommunity.publicmobile.ca/t5/Get-Support/Missing-1000-Minutes-of-International-Lon...

 

VisionDreamer
Good Citizen / Bon Citoyen

I rebooted the cell phone and no change. Also, I don't see the 1000 international minutes that was supposed to be included, under the add-ons.

golfball
Deputy Mayor / Adjoint au Maire

So no international minutes are showing up in the Usage Breakdown even on the web version?

VisionDreamer
Good Citizen / Bon Citoyen

Done that several times and it did not help, but thanks for your reply.

golfball
Deputy Mayor / Adjoint au Maire

The phone app is probably having a caching issue and showing the old information. Try logging out, or deleting the app and redownloading it.

The international minutes should show up under the add-ons section.

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