Upgrade not working

[good2go013013]

I recently upgraded 3 accounts from 3g to 5g and the third one did not work. I got billed for all three. I can't seem to open a ticket. Can a CS_Agent agent or someone other help me ?

[good2go013013]

Thanks. I DM’d customer service and got this resolved. All is well now. 
Thanks everyone. 😁

[good2go013013]

The upgrade didn't work cause I have checked my account on numerous devices and done speed checks and shut off my phone as well. I checked through 611 and my data is not reflecting the new upgrade either.

[esjliv]

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@good2go013013 wrote:

The 3 accounts were upgraded on the same day. None of the Billings are pending. I have already paid the visa bill also. The account is working fine under the old speed and data amounts. The upgrade did not take in the system some how.

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How do you know the upgrade didn't work @good2go013013 by seeing this in My Account?

In case this is a cache issue, or log in issue, call 611 from the device you believe the upgrade did not happen with. Then go to check the data balance (this will include any plan or addon remaining amounts on this account).

Does the remaining data match up to what you believe, that it was not upgraded? Also, if today is your renewal day wait for a few more hours for the account to be reflected to the new plan.

[dust2dust]

It's odd. If three identical charges were attempted then maybe it didn't like the third one thinking a fraud was happening but then the account should have suspended and the charge was taken anyway.
So you dialed that toll free to get the data quantity and it told you the old quantity?

Adding- I'll see what you have to say about the couple other ideas here.

[BKNS27]

@good2go013013 

Reboot the 3rd phone by powering it off then back on then refresh your browser again.

[good2go013013]

The 3 accounts were upgraded on the same day. None of the Billings are pending. I have already paid the visa bill also. The account is working fine under the old speed and data amounts. The upgrade did not take in the system some how.

[Handy1 · Accepted solution]

@good2go013013  Please submit ticket with support to investigate for you 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[dust2dust]

Well it should have. The other suggestion is to use incognito mode in the browser and have a look.
If you've paid for it then it should be there. Were these all on the same night? Is that third charge still in pending status on the credit card? Is that account currently working? If you know the 4 digit account pin then from your phone dial 1-855-4pu-blic and get the usage numbers to find out what amount of data is available.

[good2go013013]

That did nothing dust2dust.

[dust2dust]

Log in to that third account and click all the little spinner refresh icons you see lower down to make sure you're seeing current info.