Subsciption update not applied for both my kids plans

[sarahTrapani]

Can somone help me figure out how to resolve this issue. On April 28 my kids both got an add on their phone for 4G 2GB plan for $19/month.  They both typed "YES" and it said the new subsciption plan will be added to their account on the next renewal date. But we have past the renewal date and the plans were not added.  Could someone help us?

Thank you,

T. Trapani

[BKNS27]

@sarahTrapani 

Your renewal on your account might be different than your kids. It depends when your kids activate their SIMs.

It would be the same if all 3 of you activated your SIMs on the same day.

[softech]

@sarahTrapani 

Please simply use the message option to message PM support  for help. Get ready to screenshot the text you received and your YES replies 

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

[sarahTrapani]

Hi,

The renewel date was may 12 and it did not add it. I logged into their accounts and it still shows the orignal plan and no indication of the new one anywhere. I tried issuing a ticket and i am not able to. I'm having a difficult time navagating this.  I will try and private message an agent. Thank you

[softech]

@sarahTrapani the new plan won't come into effect until upcoming renewal.  if you login My Account and check Subscription & Add-on page, you should see it showing up as pending change on renewal 

But if you are unsure and need confi from PM, please submit them a ticket:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗" 
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there       

[hairbag1]

@sarahTrapani 

dial 611 with each cell to hear current plan status.