Plan change

[Lindavanschie]

My phone  number is ***-***-****. I changed my to a Canada/US plan at $50/month. But it doesn’t appear to be changed since I keep getting a message that it won’t work on the US. My credit card was charged on Feb.1st. 

ShawnC13: removed phone number

[darlicious]

@Lindavanschie 

Please remove your phone number as this is a public forum. You can do so by using the edit function on the right side of your post that looks like a arrow or checkmark.

Contact customer support and ask if they will switch you back to either your old plan or the $15 plan ( depending on your needs for the next 30 days) and credit the balance to your available funds so that you may use it to purchase US roaming add ons. CSA's are usually quite reasonable when customers make honest mistakes just explain in detail in your message your misunderstanding when you scheduled your change plan on next renewal.

@Luddite  @Dunkman @computergeek541 

Perhaps one of you could edit instead. Please and Thank you.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[softech]

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@Lindavanschie wrote:

that was not clear at all. Please cancel my plan and refund the charge made on Feb.1st

that was not clear at all. Please cancel my plan and refund the charge made on Feb.1st

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@Lindavanschie   Maybe you just missed it.  https://www.publicmobile.ca/en/on/plans#plans-start

Talk, text and data services refer to services offered while connected to the Telus/Public Mobile network. For service when not connected to the Telus/Public Mobile network, a roaming package must be purchased. Calls must originate from Canada to the US.

Open at ticket with PM support and explain the situation, they are usually very understanding and it is possible they can reverse the plan change.  To open ticket with PM:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

[Anonymous]

 @Lindavanschie : You would need to ask that of the CSA's. Hopefully they can make that right for you.

Contact a Customer Support Agent

Customer Support Agents hours of operation 

Everything about everything here 

Edit: Note the little 6 superscript. Which refers to the details on the right side. I know. Fine print. But since it was just yesterday they might be able to switch you back. They would likely leave your payment in your account as a positive balance. Then you can buy the roaming add-ons.

[Lindavanschie]

that was not clear at all. Please cancel my plan and refund the charge made on Feb.1st

that was not clear at all. Please cancel my plan and refund the charge made on Feb.1st

[VIP_Tech]

Hi @Lindavanschie 

you change your plan to U.S/Canada is will not working in U.S. you need to purchase Add-ons 

Purchase Add-Ons through Self Serve (publicmobile.ca)

[softech]

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@Lindavanschie wrote:

But the $50/month plan includes international texts and calls from/to US and Canada. Yes I am in the states

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@Lindavanschie 

the $50 plan IS not for text and calls from/to US and Canada.  It is only for calls FROM canada to US/Canada

When you are in US, you need roaming addon, these are some of the choice you have (please expand the spoiler):

Spoiler

US Roaming
Bundle - US Roaming - Talk Text (10-day) - $15.00 (10 Reward points)
Bundle - US Roaming - Talk Text 250 Data (10-day) - $20.00 (15 Reward points)
Data - US Roaming - 1 GB Data (10-day) - $20.00 (15 Reward points)
Data - US Roaming - 250 MB Data (10-day) - $10.00 (5 Reward points)
Data - US Roaming - 500 MB Data (10-day) - $15.00 (10 Reward points)
Text - US Roaming - Unlimited Text (10-day) - $8.00 (5 Reward points)
Talk - US Roaming - Unlimited Talk (10-day) - $8.00 (5 Reward points)

If you are in US now, you might want to buy local Data Prepaid SIM instead.  It is cheaper and get you more data.

Then download some VoIP app to make calls and text , like TextNow , for free to  US/Canada 

[Anonymous]

 @Lindavanschie : Your wording is correct. Your interpretation is not. You can actually receive calls and texts from anywhere on the planet (edit: while in Canada). That plan can only call Canada and the US...in Canada. You need roaming add-ons to call in/out and to text out when in the states. And of course data.

[Lindavanschie]

But the $50/month plan includes international texts and calls from/to US and Canada. Yes I am in the states

[Anonymous · Accepted solution]

 @Lindavanschie : Are you in the states? All services work while in Canada. You need roaming add-ons for services in the states.