System failure when changing plans on the app

[Jeffmclaughlin]

Hey all,

I have been a subscriber to public mobile for over a year now. I signed up in Nov or Dec 2024, with the $35 75gb unlimited plan with usa/mexico service.

Recently, I was in the mobile app and saw under plans that there is a $40 100gb plan available, with a $20 discount for 24 months.

I was a little hesitant - as I had just renewed my $35 plan a few days ago, and would be losing out on the money I paid for it. But, this was a much better deal and seemingly expires in only a few days, so I elected to change my plan immediately to secure the deal.

Unfortunately, after I hit the "pay now" button to complete the transaction, I received an error message. My payment was still taken, and my plan was not changed. I now have a $20.90 balance on my account, and it's asking me to pay another $20 to get the $40 plan. The $20 discount for 24 months seemingly disappeared from my account. I was baited and switched.

Now, I am without any mobile service whatsoever. Despite having paid $35 for my original plan, only 2-4 days ago, my account now shows I am expired and have no service with Public Mobile at all. The $20.90 balance still shows in my account however.

How can this situation be solved? It is not my fault I was shown this promotion, only to have it stolen from me like this. 

I have submit a ticket with support, but, I do not expect for them to reply back anytime soon.

Thanks for any help all

[Jeffmclaughlin]

I had to break down and pay the extra $21, or be without service for god knows how long. Public Mobile had better make this right, or I'll be porting out at the end of my 30 days and sully their name any chance I get.

[Handy1]

@Jeffmclaughlin  I can’t blame ya it’s a shame for sure , just know this is not a typical situation though and I’m just a customer like you trying to help 

[Jeffmclaughlin]

How can anyone justify relying on such an unreliable service provider as this?

Even when there is no major crisis for Public Mobile support to handle, they still take a very long time to reply back to clients.

I am literally without the ability to contact critical people in my life. I cannot even login to critical online services because I cannot receive 2FA SMS messages. And the issue cannot be resolved, because support is non-existent.

I desperately never want to do business with this awful company ever again.

[Handy1]

@Jeffmclaughlin Supoort is back logged due to messy roll out of new activation plans last night but since you already submitted ticket 

keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca

[Jeffmclaughlin]

I am out of service since last night when I  tried to upgrade my plan to the promotional 50% off $40 100gb plan.

I already had a subscription to the $35 75gb plan, and that billing cycle had only just begun on the 20th.

Because the system errored out as I was switching plans, I was not only billed an extra $20.90 (days after my last $38 payment), but, my existing service was cancelled and I am left without any cellular service at all.

I have an employer, clients, and family and relatives I need to be able to contact today.

Multiple tickets have been made regarding this issue, only for them to remain unanswered nearly a day later. This is unacceptable.

Should this continue to be unresolved by the end of the day, I will be porting my number out and filing chargebacks for the two payments I have made which have resulted in no services rendered. 

[Handy1]

@Jeffmclaughlin  I agree , but just another common public mobile glitch in the system unfortunately and caused a lot of confusion , also part of way support staff are so back logged on replying to folks after last nights issues with new activations , best of luck 🤞 

[Jeffmclaughlin]

If the 50% off is only for new activations, it should not have been a promotion listed in my account as an existing subscriber. 

[hairbag1]

@Jeffmclaughlin 

they haven't got back to you as there's been MANY issues to address as a result of the recent promo offers...but those offers are only valid for new subscsribers...not us existing customers. Don't do a charge back as that will complicate things for you worse.

[Jeffmclaughlin]

I'm in a little bit of a hurry here because I cannot contact work clients / my employer / family / send or receive phone calls/texts/ etc because of this error. The unacceptably long wait time for resolution makes me want to cancel my service with Public Mobile altogether.

[Handy1]

@Jeffmclaughlin  Those 50% off plans are only for new activations not existing customers 

If I were you I would contact support to fix or try and get old plan back if possible or you will most likely have to pay the full price of new plan 

you can use the orange chat bubble bottom right of screen  or send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

   After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca

[Jeffmclaughlin]

I have indeed opened several tickets regarding this matter, it's been around 15 hours with no reply.

[softech]

@Jeffmclaughlin 

Many had similar issue changing to the new 50%off offer,  please open ticket with PM support:

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 "Login" and 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

[Jeffmclaughlin]

I have been a customer for over a year, with the $35/mo 75gb Canada/mex/usa plan.

Around 15 hours ago, I saw on the app the promotion for 50% off the 40$ 100gb plan for 24 months.

I attempted to subscribe, and it took the $20.90 from my bank account. An error occurred as it was finalizing this, and it removed any mention of the promotion from my account.

It has deleted my previous service that I already paid for from my account ($35 plan), and left me without any service whatsoever. I have now paid Public Mobile $60 for service in the last week, and they have left me stranded without any cellular service at all.

This is frankly unacceptable and negligent. I have been attempting to get ahold of Public Mobile support for the last 15 hours, submitted tickets, all to no avail. No response.

Do I need to file a credit card chargeback for all the funds paid to Public Mobile in the last week? I refuse to have my money stolen from me, and my phone number held hostage like this.

[Jeffmclaughlin]

More than 12 hours later, still without service. No response to my tickets. Am I going to be without any cell service indefinitely? How am I supposed to make/receive calls for work? This is unacceptable, and directly impacting my livelihood.

[golfball]

@slusagm Quick update, my data has now started working. So either I just had to wait or PM has fixed something. Thanks for the help.

[golfball]

Texts are working and I was able to call voicemail. I don't want to reset network settings right now as it will delete Wi-Fi credentials, but I have mentioned the data issue in a ticket to support and will see what they say.

[Handy1]

@Jeffmclaughlin Unfortunately the 50% off plans are ONLY for new activations NOT existing customers . I would not pay anything extra and wait to hear from support to just try and get your old plan back as it was some sorta glitch on there end that it was showing 50% off or hope they will honour it . Please report back to us when your hear back from support and how they solve this issue , best of luck 🤞 

[slusagm]

@golfball but your voice working?

you try Reset network settings?

[golfball]

Thing have been very glitchy, I got charged full price and now my data currently isn't working after activating earlier today.

[Jeffmclaughlin]

That's odd, because when I was first checking out, it showed the -$20 promotional offer as a line item discount at checkout. So, only $20.90 was due. Once the process errored out, however, the promotional discount disappeared entirely, and leaves me with only the $40 regular price of the plan. So, I'm not so sure about this.

[slusagm]

hey @Jeffmclaughlin 

you need to pay the full $40 + tax first.  

With this $20 off deal , you need to pay in full first, then PM will give you the credit within a day or two as a credit.   So, pay the rest of the $20 first and get this plan going 

[Jeffmclaughlin]

Sadly I do not have any service after the failed plan change. It has expired my previous policy, and is demanding I pay the full $40, without the offered $20 discount in order to resume service now.

[slusagm]

you were not the only one with the problem.  If you still have PM services, wait till tomorrow for PM to reply you