Public Mobile plan change issue – missing options and wrong charge

[TSinclair833]

Hi everyone, I have two SIM cards with Public Mobile. On one SIM, when I go to “Change Plan,” I still see six plan options. On the other SIM, I now see only two options, even though before there were also six.

I tried to switch to the $34 plan. The system charged me, and the money is now sitting in my account balance instead of being applied to the plan. The plan itself didn’t change, and my account shows as “Service on hold” because the subscription expired.

To make it worse, they also put me on a $50 plan, which I never selected. The $34 plan I wanted is no longer listed under available options.

I’ll attach two screenshots: one from the SIM where six plans are visible, and another where only two remain.

Has anyone else had this issue? How can I get the $34 plan that I originally chose?

[mcmagbanua]

Did you end up resolving the issue? The exact same thing with the same 34$ plan option happened to me today, but I only have 1 sim with PM. I sent in a ticket but haven't heard back yet and need mobile data for when I work tomorrow. 

[TSinclair833]

I just checked again in Incognito mode — the same issue appears, so it’s not a browser cache problem.

Here is what happened step by step:

I was on the $20/month plan.

I selected the $34 plan and confirmed the change.

$34 was charged and is now sitting in my account balance.

But instead of being switched to the $34 plan, my account shows as on a $50 plan that I never chose.

The $34 plan is no longer visible in the available options, only the expensive ones are showing.

So right now I paid for $34, but I’m stuck with $50 and I don’t understand how that happened.
What should I do to actually get the $34 plan applied to my account?

[Meow]

It is obvious you have TWO different plans. One is $50 and another is $20.

At $50 you are at the most expensive plan and you are lucky to see 2 cheaper plans. In most cases PM does not allow downgrading plans so in your case you will not see cheaper plans than what you see now.

At $20 plan you were offered all higher cost plans. You will not be able to see not switch to $18 Plan.

Both scenarios are valid. To repeat: once you are at the higher cost plan you might not be able to choose lower cost plan.

[hTideGnow]

hi @TSinclair833 

you have 2 accounts? 

maybe just browser cache problem, please use Incognito/private/secret mode on your browser to login My Account to confirm again

If same,  please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[slusagm]

@TSinclair833 first, not all accounts are given same number of plans to change. Usually higher cost plan has less choice to downgrade 

And with your issue, ask PM to help.

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble with open ticket using Chatbot, then message them using this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage