topic Re: An update from Dave: what we’ve been up to! in Get Support

An update from Dave: what we’ve been up to!

Dave_M — Wed, 05 Jan 2022 06:57:46 GMT

Hello Community,

It has been a while since I last posted an update on the issues we faced last November and many of you are wondering what we have been up to.

The team has been hard at work: we started by listening to your feedback and analyzing the issues that prevented you from having a great experience when singing up and porting your number to Public Mobile. From there, we put together a plan to fix these issues as fast as possible, prioritizing any issues that prevented customers from using their service.

I’m happy to report that we have come a long way and many of the issues we had have been fixed (YAY!). That said, we are aware that there are still kinks to iron out and issues that need fixing (and some that resemble fixed issues, making it a little confusing to explain) so I want to assure you that we are continually working to improve our systems. This is a priority for us and we have an “all hands on deck” approach to prioritize and resolve customer impacting issues in order to make your experience better.

Here are a few examples of some of the most recent bugs we squashed:

Porting issues during the activation process
Incorrect error messages when verifying if your number is eligible to port over
Generic error message when registering or logging into your Self Serve account
Display errors in the French and English Self Serve portals
Account deactivation issues when adding a referral through the activation portal
Customers renewal date not shown properly when an account comes out of suspension
Issues when future dating a rate plan in your Self Serve account
And many, many more

And that’s only the beginning! We are committed to continuing to fix bugs as they come up and deliver a service you can rely on.

To finish off, I want to thank you all for your patience and for your support as we continue to grow, learn, and get better as a business.

Sincerely,

Dave

Re: An update from Dave: what we’ve been up to!

CalvinW — Sat, 15 Apr 2017 16:40:10 GMT

Congrats, this is reassuring! Does that mean it's time for another 12GB promo?

Re: An update from Dave: what we’ve been up to!

Watoko — Sat, 15 Apr 2017 15:26:57 GMT

Very good, keep this up!! Love these updates.

Kudos for working and posting this up on Easter weekend.

Re: An update from Dave: what we’ve been up to!

SD08 — Sat, 15 Apr 2017 15:30:12 GMT

That's great! Thanks very much for the update, Dave. It's good to hear that, slowly but surely, bugs are being ironed out and improvements are being made.

Re: An update from Dave: what we’ve been up to!

zhadj030 — Sat, 15 Apr 2017 16:06:53 GMT

Thank you for the update, in hope of seeing a better glitch free system

Re: An update from Dave: what we’ve been up to!

Samianauman — Sat, 15 Apr 2017 18:37:59 GMT

It's a great update services getting better and issues getting resolved
Mostly I see user were having issues in porting and renewal problem a lot glad Pm and his team been trying their best to solve your issues for a long run
Always feels good to be a part of public mobile

Re: An update from Dave: what we’ve been up to!

will13am — Sat, 15 Apr 2017 18:39:09 GMT

Thanks for keeping us updated on fixes to the online portal. Keep up the good work.

Re: An update from Dave: what we’ve been up to!

imm1304 — Sat, 15 Apr 2017 18:53:52 GMT

Thank you for the update and the reassurances.

We have witnessed marked improvement in terms of the number of serous issues being reported in the community. So, keep doing whatever it is you guys are doing.. its showing good results.

Re: An update from Dave: what we’ve been up to!

echf — Sat, 15 Apr 2017 20:22:01 GMT

That's the way to go! There are lots of good idea in Public Lab. I also suggest the following:

PM should add more foolproof design in their next verison activation system.

1. A confirmation page after the user enter the information.

2. Let user choose their previous carrier, prompt notification when user enter uncommon information (for example, Fido account number is 9 digit but user enter 8 digit).

I think they can add those feature in their next verison activation system

1. Provide estimated porting time

2. Provide APN setup instruction and troubleshooting

3. Direct them to the community

4. Send a email when the porting is taking longer then usual

5. Great user experience with new UI, and step by step guidance

Re: An update from Dave: what we’ve been up to!

ShawnC13 — Sat, 15 Apr 2017 20:06:09 GMT

@Dave_M, awesome!! Thanks for the update and so glad to see so many issues being resolved and worked on. Is there a way to have a change log posted after updates and let us know what was fixed or what issues maybe created by the fixes implemented as we know a fix for one thing may cause issues for another. Just a small request but really do appreciate the update. Keep up the great work PM!!

Re: An update from Dave: what we’ve been up to!

echf — Sat, 15 Apr 2017 20:30:25 GMT

@Samianauman wrote:
It's a great update services getting better and issues getting resolved
Mostly I see user were having issues in porting and renewal problem a lot glad Pm and his team been trying their best to solve your issues for a long run
Always feels good to be a part of public mobile

I don't know. Did PM have someone inside doing psychological research?? @Dave_M

Manipulating us using small reward and achievement (Like what Uber did to their driver)?

I feel I am addicted to PM. LOL. Yeap, it always feels good to be a part of public mobile.

Re: An update from Dave: what we’ve been up to!

X-Files — Sat, 15 Apr 2017 21:08:21 GMT

Thanks for a lot of Update! but plz redesign the payment history lists, it's too confused to understand, make it clear and simple,thanks.

Re: An update from Dave: what we’ve been up to!

pckku — Sat, 15 Apr 2017 21:34:42 GMT

Thank you @Dave_M for giving us the update on improving our experience with PM. There are always improvement opportunities and the most important of all is PM's willingness to assess suggestions constantly and regularly making updates. In this way, I am sure it will benefit all, both potential and current members of PM community. Job well done, PM.

Re: An update from Dave: what we’ve been up to!

MoreYummy — Sat, 15 Apr 2017 22:03:00 GMT

Make sure roaming is working properly and add more roaming destination. Many people are waiting for this issue and feature.

Re: An update from Dave: what we’ve been up to!

jpar — Sun, 16 Apr 2017 00:26:06 GMT

A general design overhaul for self serve to bring it more into line with the rest of the site would be nice as well.

Re: An update from Dave: what we’ve been up to!

kav2001c — Sun, 16 Apr 2017 03:34:25 GMT

@Dave_M

Am quite happy to read this but one issue does catch my eye on the list. Any more info you guys can share? (Since this seems likely what happened to my old account)

@Dave_M wrote:
Hello Community,

It has been a while since I last posted an update on the issues we faced last November and many of you are wondering what we have been up to.

Here are a few examples of some of the most recent bugs we squashed:
Account deactivation issues when adding a referral through the activation portal
Sincerely,
Dave

Re: An update from Dave: what we’ve been up to!

kav2001c — Sun, 16 Apr 2017 03:36:11 GMT

@X-Files a proper receipt / invoice would fix this easily

As it stands now we need to email them for proper hst info

@X-Files wrote:
Thanks for a lot of Update! but plz redesign the payment history lists, it's too confused to understand, make it clear and simple,thanks.

Re: An update from Dave: what we’ve been up to!

Jonavin — Mon, 17 Apr 2017 12:17:31 GMT

I can at least confirm that my two ports and activation on Friday was trouble free and one was completed in minutes, the other in a couple of hours. Much better than previous experience last year which took about 36 hours

Re: An update from Dave: what we’ve been up to!

hnisha — Mon, 17 Apr 2017 06:48:52 GMT

Love hearing more good news. And the best part is everyone is getting notified of these fixes. Thank you!!!

Re: An update from Dave: what we’ve been up to!

youbme — Mon, 17 Apr 2017 13:03:08 GMT

Thank you for the update Dave! Last week I set up a friend's phone with the $25/mo promo plan and I couldn't believe how fast the process was - I did the whole thing on my OnePlus2 because her computer was unavailable. As mentioned earlier, it was quite slow a year and a half ago when I activated my own account. Obviously, there is still a lot of room for improvement, but it is clear to me that PM is heading in the right direction with web development.