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Plan didn't update

tdotdee
Great Neighbour / Super Voisin

Hello, I upgraded my plan to LTE speed from 3G, I'm also supposed to get 6GB instead of 5gb. I've been charged the new fee amount $ on my credit card. And I've just logged in to see my plan and it says I'm back with my old plan. Please help. TY. 

6 REPLIES 6

Timer
Model Citizen / Citoyen Modèle

@tdotdee 

tried use browser from computer,and clear cache and cookies and use one page inPrivate mode,

To Login Page

go to Plan & Add-ons, you will show the new plan.. but for the new speed will take up to 48 hr.

dust2dust
Mayor / Maire

As above, the site has a terrible time actually giving new updated information. Different browser, different device, incognito mode, refresh, little spinner refresh button lower down in the page. It's been a terrible system roll out. Try them all. Your new plan should be there if you paid for it.

esjliv
Mayor / Maire

@tdotdee - how long ago did you change plans?

Did you choose "Change Plan Now" or "Change Plan on Next Renewal" ?

 

When changing from 3G plans to 4G plans, review this: https://www.publicmobile.ca/en/on/get-help/articles/differences-between-3g-and-4g-lte

 

Otherwise, it still issues, ask CSA to look into this.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

BKNS27
Mayor / Maire

@tdotdee 

Did you pay for the $45 plan (6gb)?

Please contact a CS_Agent to adjust your account if you paid for the $45 plan.

It will take 48 hours to show up on your account.

 

@BKNS27- No. The speed will take 48 hours. But the plan will change.

@dust2dust Thanks, I thought it applies to the service and account!