"Reply YES to upgrade" - 43 days later, plan not updated

[jesse_dymond]

Good morning, all. On March 11, 2025, both my spouse and I received a text from PM offering 5G 75GB Canada-US-Mexico with 1000 international long distance minutes for $35/month. We both replied YES to confirm, and received a confirmation text from PM.

Today, I logged into my account the check another matter, and noticed that the plan was never changed, despite confirmation. What am I missing?

[hairbag1]

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@jesse_dymond wrote:

Indeed, I have. That's where this tread began, as I logged in and learned that my plan had not been upgraded. I've sent screenshots to CS_Agent, and await a reply.

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That is unusual then. Please come back when it's been straightened out and let us know.

[jesse_dymond]

Indeed, I have. That's where this tread began, as I logged in and learned that my plan had not been upgraded. I've sent screenshots to CS_Agent, and await a reply.

[hairbag1]

@jesse_dymond 

ok, have you tried logging in to your account using the mobile app ? Log in to the account > under Subscription, see Manage Subscription and click. That will show you current plan details.

[jesse_dymond]

Unfortunately, only tells me the auto renewal date, not the plan features.

[jesse_dymond]

I had wondered, but I've never accessed the account on this computer, and I've tried 2 browsers.

[Handy1]

@jesse_dymond  Might be a cache issues try clearing cache and cookies and use new web browser window or uninstall the app and reinstall it and check again 

[slusagm]

that is unusual

take a screenshot of the text and your reply and open ticket with PM

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.)  Type the question Submit ticket and select Contact Us to get to ticket open screen       
Or message them using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage  

[hairbag1]

@jesse_dymond 

Try dialing 611 to hear current plan status.

Press 3