Upgrade to 4G doesn’t work

[bsimpson426]

I upgraded from 3G to 4G 4 days ago and it still is on 3G. Why?

[softech]

@bsimpson426   You have opened a ticket with them yet? You checked the Community inbox ?  They reply via there.

it could be because they weekend and they reply late.  I suggest you to message them again for an update

[bsimpson426]

Still waiting for a solution 

[softech]

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@CS_Agent wrote:

Hi

Your phone number please.

Leonardo

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@bsimpson426  Please private message @CS_Agent   your phone number

[CS_Agent]

Hi

Your phone number please.

Leonardo

[Tryingtohelp]

You can find info on submitting a ticket here: https://www.publicmobile.ca/en/on/send-us. As well, did you check your settings to make sure your phone isn't automatically set to 3G speed. Sometimes you have to enable it on your device settings.

[hTideGnow]

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@bsimpson426 wrote:

How do u submit a ticket…bot doesn’t allow area to type “submit a ticket “

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HI @bsimpson426   When you submit the ticket, the first part will ask you for the Community login, then you fill in the rest of the form.  

then the last part, you will have to validate your My account by entering the Self-Serve My Account login or PIN , do you complete that ?  once you validated that, the submit button should work.

But , if you don't want to waste time on that ,  message CS agent at  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[bsimpson426]

How do u submit a ticket…bot doesn’t allow area to type “submit a ticket “

[bsimpson426]

I did …no success 

[bsimpson426]

I did…no success 

[softech]

@bsimpson426   since you have trouble submitting, please open ticket by direct messaging PM support instead:

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 the ticket is opened.  CS Agent will reply you there

[bsimpson426]

I don’t see an area where to type “submit a ticket “.     The bot just gives options to hit

[JL9]

What are you basing that on? What shoes in your self serve or the network on your phone? Speed test? If it is still 3G have a CSA investigate this issue so they can resolve it 

[softech · Accepted solution]

@bsimpson426   It usually just take 48 hours for PM Support to process the upgrade the speed.  Since it has been 4 days, you should have PM Support to check on the system and see what's wrong.  Please open ticket with PM Support

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: 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 the ticket is opened.  CS Agent will reply you there

[RossN]

@bsimpson426 hi clear your cache use a differnt browser in private or ingognito mode sign back in and see if your plan updated also it takes up to 48 hours for speed to increase 

[esjliv]

@bsimpson426  - do you see it listed as the plan in your Self Serve account?

If so, try restarting your phone.