Suspended service want to go to higher plan

[Don_Hall]

I have an account was suspended while I was out of country.   It was a $10 plan when I was back in the country a month ago.  Now back in country for extended time and want to change to a $50 plan.   So I select the plan shows that I have selected but it says need to top up.   When I go to top up says my plan is still the $10 plan.   I don't want to accidentally pay for the $10 plan and then have to pay another $50.  

[Luddite]

@Don_Hall Your experience suggests that changing plans while suspended is acting more like the add-on process; viz. add money then buy the plan/add-on.

[foldhero]

I agree the interface of the self-serve website could be made more user friendly.

[Don_Hall]

Still very confusing .  Ended up putting more money than I needed into account.   but it did change my service and took $50 so I guess I now have the correct plan.   Most no computer people would have a lot of trouble and would probably choose a provider they can call.  

[Don_Hall]

I am able to change plan but when I go to top up says I only owe $5 ($5 coupon in account) New plan would require $45

[will13am]

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@Dunkman wrote:

@Don_Hall 

You are able to change your plans while suspended.  Here is the thread on how to do so....  Just follow the instructions.

https://productioncommunity.publicmobile.ca/t5/Announcements/Systems-Update-Ability-to-change-plan-w...

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I tried that myself, but it didn't work.  Maybe it was user error but I ended up renewing to the original plan.  I had to ask the moderators fix the hot mess for me.  I needed to do this to two accounts.  When I could not do it on the first account, I didn't even bother trying on the second account and so the moderators did the change for me in the second account.  What I saw in the payment history suggests that it may not be as straightforward as mentioned in Alan's post.  I saw a payment made for the existing plan, then a reversal of charges for the existing plan and finally payment for the new plan.  Did the moderator hit the wrong buttons or does the system not work as intended? 

[Dunkman]

@Don_Hall 

You are able to change your plans while suspended.  Here is the thread on how to do so....  Just follow the instructions.

https://productioncommunity.publicmobile.ca/t5/Announcements/Systems-Update-Ability-to-change-plan-w...

[Triguy]

Try contacting a moderator.

Send a private message through the following link :
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Please include in the private message your phone number, account number and PIN code.