Plan change button spinning infinitely

[liuxinbing]

Hi, 

I tried to change plan from 25 to 30, on same 3G level. Selected, clicked the "yes Change...." button, the icon besides it spinning for half an hour and still spinning. It is on chrome.

I logged in on Edge and checked my account, all still same, and I don't find anything like pending changes. What shall I do the next? I was afraid that refenshing the page would mess things up, but shall I try anyway?

Thanks.

[liuxinbing]

Update: the CS-Agent made the change at backend. Although I do not see anything such as plan pending.......Will see April 27th.

[maximum_gato]

@liuxinbing 

Lol....maybe you should try your phone! Usually I have no issues at all using my tablet but a referral's stolen phone required a Sim swap in his account and since I manage any troubleshooting and customer support inquiries I tried logging into both of his accounts and could not because you need a laptop or desktop to log in or recieve the password reset to the email if you have not logged into your self serve account in more than 90 days. And you can't perform a Sim swap either on a mobile device. Since I don't have a laptop or desktop customer support was my only option. None of these issues existed with the old self serve accounts.

But of course not every issue can be overcome with a laptop or desktop computer. Now if pm could come up with a pocket-sized CSA we could carry around with us then put me on the list! Public mobile would be Grrrrreat!! 🐯

[liuxinbing]

thanks all for replying. I should have mentioned that I used my computer on different browsers. I did not use cell phone only because the screen is small. I submitted ticket, and waiting for mod's reply.

[HALIMACS]

@liuxinbing 

It's just that we've heard an inordinate amount of account management issues related to using a mobile device vs desktop/laptop.   As @dust2dust suggests, the irony is palpable given this is a MOBILE carrier yet their clients have more troubles using mobile to access routine account management.

Personally, I've had greater success using laptop, however my Android mobile has been fairly reliable as well.

For things like Plan Changes and updating payment information, I'd likely rely on non-mobile applications.   

[hTideGnow]

HI @liuxinbing   Yes, look like the issue has nothing to do with mobile or desktop sites but a general system problem.

let us know what support can do for you

[liuxinbing]

How did you assume I was using mobile pages? I did say that I used chome then edge.

[dust2dust]

@maximum_gato- I had the same problem on two browsers on a laptop on W10.

But yes it IS ludicrous that a mobile company can't have a properly functioning mobile site.

[maximum_gato]

More and more our newly updated self serve accounts designed to make it easier for us to manage our mobile services cease to function when using a mobile device....requiring the customer to use a laptop or desktop computer to be able to access or manage many of the services of our self serve account.

If you don't have access to a laptop or desktop computer you have contact customer support to perform these account self management duties for you. This really defeats the purpose of a self serve account when you have to contact customer support to carry out these duties for you? I also find that a laptop just won't fit in any of my pockets?

[liuxinbing]

Ticket submitted. Guess it is the only way.

[HALIMACS · Accepted solution]

@liuxinbing   If you prefer the customer support agents to process this for you, here's how to reach them. 

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

1. Use the ticketing system for a faster response time. Click here to create a support ticket, or, 
2. Send a private message to 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.

[HALIMACS]

@liuxinbing 

Log out. 

Clear cache and cookies.

Log back in again. 

Tap the small refresher icons. 

Go to Plans and Add ons. 

Is the pending plan change now displaying?

If not, try again using a desktop or laptop device in the afternoon.   

Public Mobile tends to do a lot of its maintenance through the early morning hours and it sometimes lasts into mid-morning.

[liuxinbing]

I really don't want to mess up my account. Can admin or mod change my plan from 1G $25 to 3G $30, change on renewal date Apr26th please. Thanks mod.