topic Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET. in Announcements

System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

Mary_M — Wed, 09 Jan 2019 19:33:11 GMT

This means that on January 13, 2019 at 12:00am ET to 10:00am ET you won't be able to do the following:

Access your Self-Serve account
Activate a new account

We apologize for any inconvenience this may cause.

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

RobertQc — Wed, 09 Jan 2019 19:39:35 GMT

Thanks @Mary_M for the heads up!

Hopefully this is due to refreshing the promotions and updating the plan builder 😉

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

srlawren — Wed, 09 Jan 2019 19:48:47 GMT

@RobertQc wrote:
Thanks @Mary_M for the heads up!

Hopefully this is due to refreshing the promotions and updating the plan builder 😉

@RobertQc I'd rather see them fix the renewal issue that seems to be plaguing so many recently and leaving them without service for days while they wait in the moderator queue!

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

RobertQc — Wed, 09 Jan 2019 20:01:13 GMT

@srlawren wrote:
@RobertQc wrote:
Thanks @Mary_M for the heads up!

Hopefully this is due to refreshing the promotions and updating the plan builder 😉
@RobertQc I'd rather see them fix the renewal issue that seems to be plaguing so many recently and leaving them without service for days while they wait in the moderator queue!

@srlawren Absolutely! Although I was told that the technical team and the promotional/advertising team were 2 different departments. Such as an ice cream cart or holiday giveaway did not pull any resources for bug fixes.

so... maybe we can get both *wink wink*

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

ute1978 — Wed, 09 Jan 2019 20:09:44 GMT

Uh Oh!

That is exactly the night of my auto-renewal. Hopefully everything goes well as it has for the last 2.75 years.

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

stonechucker — Wed, 09 Jan 2019 20:16:42 GMT

@ute1978, I topped up ahead of time so it wouldn' miss AutoPay when it happened to me in the summer.

I let it run through the renewal process, just put the funds in a day or two early. I had no issue with this happening.

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

srlawren — Wed, 09 Jan 2019 20:49:09 GMT

@stonechucker wrote:
@ute1978, I topped up ahead of time so it wouldn' miss AutoPay when it happened to me in the summer.

I let it run through the renewal process, just put the funds in a day or two early. I had no issue with this happening.

@ute1978 this is good advice, I'd second @stonechucker's suggestion.

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

will13am — Wed, 09 Jan 2019 20:53:32 GMT

@ute1978 wrote:
Uh Oh!
That is exactly the night of my auto-renewal. Hopefully everything goes well as it has for the last 2.75 years.

Be the eternal optimist. I have renewed through a maintenance outage in the past without issue.

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

srlawren — Wed, 09 Jan 2019 20:59:20 GMT

@will13am wrote:
@ute1978 wrote:
Uh Oh!
That is exactly the night of my auto-renewal. Hopefully everything goes well as it has for the last 2.75 years.
Be the eternal optimist. I have renewed through a maintenance outage in the past without issue.

@will13am with moderator response time seemingly in the "several" day range, I wouldn't risk it personally. In fact, if it were me, I'd make a manual top up right now for the renewal amount (the full plan amount, not factoring in rewards) and message the moderator team asking for an early renewal if possible prior to the afternoon of the maintenance window start. But maybe I'm overly paranoid. 😉

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

will13am — Wed, 09 Jan 2019 21:22:44 GMT

@srlawren wrote:
@will13am wrote:
@ute1978 wrote:
Uh Oh!
That is exactly the night of my auto-renewal. Hopefully everything goes well as it has for the last 2.75 years.
Be the eternal optimist. I have renewed through a maintenance outage in the past without issue.
@will13am with moderator response time seemingly in the "several" day range, I wouldn't risk it personally. In fact, if it were me, I'd make a manual top up right now for the renewal amount (the full plan amount, not factoring in rewards) and message the moderator team asking for an early renewal if possible prior to the afternoon of the maintenance window start. But maybe I'm overly paranoid. 😉

You are a little paranoid.

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

srlawren — Wed, 09 Jan 2019 21:29:34 GMT

@will13am wrote:
You are a little paranoid.

@will13am admittedly. But again, why risk a failed renewal due to maintenance when turnaround for support requests are in the 3+++ day range right now? Everyone's risk tolerance (and paranoia level) is of course different, but for me, I'd rather have the assurance of continued connectivity into my next cycle.

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

MoreYummy — Wed, 09 Jan 2019 21:48:09 GMT

What does the maintenance do this time?

add new features, fixing something etc?

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

RobertQc — Wed, 09 Jan 2019 21:54:51 GMT

@srlawren wrote:
@will13am wrote:
You are a little paranoid.
@will13am admittedly. But again, why risk a failed renewal due to maintenance when turnaround for support requests are in the 3+++ day range right now? Everyone's risk tolerance (and paranoia level) is of course different, but for me, I'd rather have the assurance of continued connectivity into my next cycle.

@srlawren90 day plan win. 1/3 the renewals. When I suggest that 90 day plans get no love and where is the 90 day promotional plans, my love of 90 day plans get shut down and hard.

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

srlawren — Wed, 09 Jan 2019 21:56:40 GMT

@MoreYummy wrote:
What does the maintenance do this time?
add new features, fixing something etc?

@MoreYummy sadly, they rarely tell us. they usually keep this close to the proverbial chest.

@RobertQc wrote:
@srlawren90 day plan win. 1/3 the renewals. When I suggest that 90 day plans get no love and where is the 90 day promotional plans, my love of 90 day plans get shut down and hard.

Yeah I suppose it's less risky that way, but less flexible given the no refund and no pro-rating policy in place at PM.

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

RobertQc — Wed, 09 Jan 2019 21:59:35 GMT

@srlawren wrote:
@MoreYummy wrote:
What does the maintenance do this time?
add new features, fixing something etc?
@MoreYummy sadly, they rarely tell us. they usually keep this close to the proverbial chest.

@RobertQc wrote:
@srlawren90 day plan win. 1/3 the renewals. When I suggest that 90 day plans get no love and where is the 90 day promotional plans, my love of 90 day plans get shut down and hard.
Yeah I suppose it's less risky that way, but less flexible given the no refund and no pro-rating policy in place at PM.

@srlawrenI am ok with that 🙂 One thing to add is less chance of angry people leaving to want pro-rating refunds when they have 1/3 less chance of having a renewal failure. Imagine a world where the dreaded autopay failure happened only 1/3 as often. I can see the blue skys ahead. It's beautiful.

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

srlawren — Wed, 09 Jan 2019 22:12:32 GMT

@RobertQc wrote:
Yeah I suppose it's less risky that way, but less flexible given the no refund and no pro-rating policy in place at PM.
@srlawrenI am ok with that 🙂 One thing to add is less chance of angry people leaving to want pro-rating refunds when they have 1/3 less chance of having a renewal failure. Imagine a world where the dreaded autopay failure happened only 1/3 as often. I can see the blue skys ahead. It's beautiful.

@RobertQc okay so to put on my "conspiracy theorist" hat for a moment, this flexibility issue may well be a part of why PM is shying away from promoting the 90 day plans. Think about any time the Koodo migration offer batches have come up in the past. Inevitably, we get a [large] number of people responding saying "but I'm only 1 week into my cycle" or "I just renewed 2 days ago, am I going to lose the rest of my cycle?", and "can I get a refund for the parts I didn't use?". I'm paraphrasing and generalizing here of course, but you get the idea. I think that if Telus intends to keep trying to move people "up the value chain" to Koodo, they are smart to push 30 day plans over 90 day plans. This makes it easier for people to accept losing some days of service without refund in order to take the offer (assuming the offer is sufficiently appealing of course) while simultaneously meaning they don't have to offer up as much in bill credits as compensation.

I'm probably reading way too much into this and need to take off my tinfoil hat, but I seem to be on a bit of a paranoia/conspiracy roll lately, so thought I'd share this.

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

RobertQc — Wed, 09 Jan 2019 22:20:53 GMT

@srlawren wrote:
@RobertQc wrote:
Yeah I suppose it's less risky that way, but less flexible given the no refund and no pro-rating policy in place at PM.
@srlawrenI am ok with that 🙂 One thing to add is less chance of angry people leaving to want pro-rating refunds when they have 1/3 less chance of having a renewal failure. Imagine a world where the dreaded autopay failure happened only 1/3 as often. I can see the blue skys ahead. It's beautiful.
@RobertQc okay so to put on my "conspiracy theorist" hat for a moment, this flexibility issue may well be a part of why PM is shying away from promoting the 90 day plans. Think about any time the Koodo migration offer batches have come up in the past. Inevitably, we get a [large] number of people responding saying "but I'm only 1 week into my cycle" or "I just renewed 2 days ago, am I going to lose the rest of my cycle?", and "can I get a refund for the parts I didn't use?". I'm paraphrasing and generalizing here of course, but you get the idea. I think that if Telus intends to keep trying to move people "up the value chain" to Koodo, they are smart to push 30 day plans over 90 day plans. This makes it easier for people to accept losing some days of service without refund in order to take the offer (assuming the offer is sufficiently appealing of course) while simultaneously meaning they don't have to offer up as much in bill credits as compensation.

I'm probably reading way too much into this and need to take off my tinfoil hat, but I seem to be on a bit of a paranoia/conspiracy roll lately, so thought I'd share this.

@srlawrenHey thats good thinking, I never thought of that. That immediatly made me think If public mobile is telus, and koodo is telus then the money in public mobile or koodo is already in the hands of telus. So it would not be unreasnoble (no extra cost) for koodo to make a higher offer (or more credits) to those in a 90 day plan or who have more time left till the next renewal since the customer has already put in extra money in the telus family.

They could even send a targeted ad towards the one on the 90 day plan and say "And we will give you a 1 time bonus for $107 as you are on the 90 day plan and don't want you to lose all that time you paid for". That might even be more motivating for the people on the 90 day plan.

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

srlawren — Wed, 09 Jan 2019 22:21:33 GMT

@RobertQc yeah that last thought crossed my mind too so it may not be a factor. There is still the mental factor to the person receiving the offer. Imagine you're 2 weeks into your current cycle and are tempted by the offer. I think you would be less concerned about loosing 2 more weeks of service you already paid for than loosing 10 more weeks of service you already paid for, even if there is a credit to compensate. Our minds do weird things like that, and marketing departments (at least the good ones) try to exploit these idiosyncraticies as much as they possibly can.

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

RobertQc — Wed, 09 Jan 2019 22:23:48 GMT

@srlawrenI like your hat and the ideas that come with it.

Re: System maintenance- on January 13, 2019 at 12:00am ET to 10:00am ET.

MoreYummy — Thu, 10 Jan 2019 00:40:10 GMT

@srlawren wrote:
@MoreYummy wrote:
What does the maintenance do this time?
add new features, fixing something etc?
@MoreYummy sadly, they rarely tell us. they usually keep this close to the proverbial chest.

@RobertQc wrote:
@srlawren90 day plan win. 1/3 the renewals. When I suggest that 90 day plans get no love and where is the 90 day promotional plans, my love of 90 day plans get shut down and hard.
Yeah I suppose it's less risky that way, but less flexible given the no refund and no pro-rating policy in place at PM.

That's ok. As long as they fix something.