why expire on the new renewal date?

[Vey]

Hello,

i have set up to switch my plan to new one on the renewal date -- but on the renewal date - it indicated expire and i can't receive incoming call or out call..  what is going here?

Thank you

[Vey]

i have been doing that... i need the phone as expecting call from hospital.... other people i talked with - NEVER HAD issue with PM.. not sure why me..... i hope they monitor this and decide to give me what i am entitle .... i also replied to the last agent -- indicated the same thing... let hope

thank you

[slusagm]

you should have pushed them to just renew the $23 plan for you. 

it is not late, you can still ask them to escalate and give you back the plan since you have the screenshots

[Vey]

update to the situation:

has been with agent email --- with all the questions regarding account, snapshots....etc.  and at the end of all of that they recommend to take different plan.... but i know a few people done the same thing as i did (a few hours after me -- the $23/month -- they got it -- not sure why i am the only one that having issue) -- in any case I can not wait anymore.....

this is outrageous - so i upgraded it to higher plan as i can't have access to cell, i am expecting call from doctor regarding my wife situation...  the $23/month should had been honour as i selected via My Account.I am not happy with this...

Bottom line i got from this --- i could see the $23/month they change to new activation ONLY now.... PM would rather have the existing clients cancel their service and get a new one?  is this what they want????????????

[Vey]

i am agreed with you... i don't think it is a big deal... just a few hours of my time... i am currently contacting agent right now.  i am confident it will be fix..

[Grinch]

It’s system glitch. It happened to me a couple of days ago. Contact a CSA. I took about an hour for a response abs a fix. 

[computergeek541]

---

@Vey wrote:

i have set up to switch my plan to new one on the renewal date -- but on the renewal date - it indicated expire and i can't receive incoming call or out call..  what is going here?

---

Do you have $23 in your Public Mobile's account available balance?  I would suggest adding $2 more to your account.  This is something that long time Public Mobile customers have known about and how sometimes switching from a higher cost plan to a lower cost plan causes renewal to fail unless the full amount of the older/higher priced plan is paid.  If there isn't any balance in your Public Mobile account available balance, make the manual payment $25.  The extra $2 would remain in your avaialble account and can be used to pay for parrt of the plan during the following renewal (if it hasn't already been spent by then on add-ons).

[Vey]

that what i am going to do!  thank

[slusagm]

i think since it already say the new plan is the $23, a manual payment should get you the new plan.  But on the safe side, ask PM to process it for you 

[Vey]

there is but if i do that - it will fall under the old plan... which that is not what i want!!!!

[slusagm]

when you login, is there a button to pay and resume service?  if it is there, try.

or if you need PM to check, message them if you cannot open ticket with Chatbot because of the 2FA sms probem:

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

[hTideGnow]

HI @Vey 

it looks like there are some issues with the plan change.  Can you confirm on My Account's payment page as well as credit card to see if PM took the money?

Once you have all the info, open a ticket with PM agent.

 please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437