topic Re: How are Text Messages Counted? in Get Support

How are Text Messages Counted?

sa7375 — Wed, 05 Jan 2022 07:21:56 GMT

I joined only three days back (Oct 28, 2018) with a $10 plan that allows me 50 outgoing and unlimited incoming text messages. I haven't sent any — not even one — text message since the day I signed in but my usage today shows having sent 11 messages.

Any ideas how would that show up?

@CS_Agent

Re: How are Text Messages Counted?

stonechucker — Wed, 31 Oct 2018 12:27:26 GMT

iPhone, or Android (or other) ??

iMessage and the stock Google Dialer like to 'phone home' to setup information with your cellular device. This should stop happening within a few days on either platform.

You can turn off the Google Dialer's security to send SMS in the app settings I believe - I've not done this as I'm on unlimited texting option.

Re: How are Text Messages Counted?

dna2016 — Wed, 31 Oct 2018 12:28:39 GMT

@sa7375 that is very odd. If you haven't actually sent an outgoing text then there shouldn't be any outgoing count. Definitely recommend getting in touch with the MODS. This is the first I've heard of this type of situation. Hopefully one of the oracles has seen something like this and can provide some insight.

Re: How are Text Messages Counted?

mimmo — Wed, 31 Oct 2018 12:50:18 GMT

Its definatly a common issue especially with iphones. look at your usage history ans check what number the sms are sent to. you can even google that number.

mods have been pretty good about resetting usage from these automatic sms. you just need to ask them . expecta 72+ hour delay at the moment

Re: How are Text Messages Counted?

will13am — Wed, 31 Oct 2018 12:52:36 GMT

@dna2016 wrote:
@sa7375 that is very odd. If you haven't actually sent an outgoing text then there shouldn't be any outgoing count. Definitely recommend getting in touch with the MODS. This is the first I've heard of this type of situation. Hopefully one of the oracles has seen something like this and can provide some insight.

You do realize there are sync features in both iOS and android that cause SMS to be sent without the user knowing it. Just because the user didn't send it, that doesn't mean the phone didn't send it automatically. I would suggest not clogging the moderator team inbox with frivolous investigations. There is nothing wrong with the usage meter.

With respect to the question of how usage on the $10 plan is metered, this thread OP explains everything.

https://productioncommunity.publicmobile.ca/t5/Announcements/Plan-updates-new-10-limited-talk-and-text-plan/td-p/233167

Re: How are Text Messages Counted?

will13am — Wed, 31 Oct 2018 12:58:14 GMT

@mimmo wrote:
Its definatly a common issue especially with iphones. look at your usage history ans check what number the sms are sent to. you can even google that number.

mods have been pretty good about resetting usage from these automatic sms. you just need to ask them . expecta 72+ hour delay at the moment

To be fair to Public Mobile and affected customer(s), and in respect of the ever so scarce moderator team resource, I think asking for legitimate usage to be forgiven isn't something we should condone universally. I would like to see someone who has been without service for 4 days to have it restored than to have a customer get 10 SMS back out of goodwill. Sorry, this may be unpopular, but it is the right thing to do.

Re: How are Text Messages Counted?

mimmo — Wed, 31 Oct 2018 13:26:06 GMT

I am just going by experience from reading post about the subject. stating mods have reset usage. if that is a course of action the poster wants to take then they are free to ask.

I do agree that someone who has had no service for 4 days should have higher priority, but the system is not designed that way and everyone has a right to mods for their own particular needs.

If a policy/official word comes out saying sms will not be reset for these situations then the advice will change. But until then It is up to the original poster to decide what they want to do.

Re: How are Text Messages Counted?

Effort — Wed, 31 Oct 2018 13:33:04 GMT

I prefer a first come first serve approach. That way you're not prioritizing customers, especially the high paying ones.

Re: How are Text Messages Counted?

Anonymous — Wed, 31 Oct 2018 13:52:08 GMT

I think it was ridiculous of them to even give some goodwill for that. It's not their problem or fault. Goodwill on something of the business or a mistake ok. But not when the device is doing its own thing.

I would go hunting around trying to figure out why the device does that and find "oh it just does.. rats... well then that's not the fault of the provider" and carry on and suck it up.

Edit: And it's really the same as unknown data usage. "What hey how come I ran out of data?! Oh...my phone did all kinds of things or my apps did some updates". Same thing. Not the fault of the provider.

Re: How are Text Messages Counted?

will13am — Wed, 31 Oct 2018 13:54:59 GMT

@Anonymous wrote:
I think it was ridiculous of them to even give some goodwill for that. It's not their problem or fault. Goodwill on something of the business or a mistake ok. But not when the device is doing its own thing.
I would go hunting around trying to figure out why the device does that and find "oh it just does.. rats... well then that's not the fault of the provider" and carry on and suck it up.

I think it is good business practice to offer goodwill. If you tell customers universally too bad so sad, you will upset many and those customers will tell their friends and family about the negative experience. Goodwill is part of the toolset to attract and retain customers.

In this particular case, we are talking about a situation where the customer service portal is clogged with requests, many from customers with no service. Counselling customers to stand in the same line up as customers with no service to ask for goodwill is not a good idea. What I would do is explain to customers what happened, but I would not specifically mention seeking goodwill. I would behave differently if say moderator response time was back to a day or less.

Re: How are Text Messages Counted?

ShawnC13 — Wed, 31 Oct 2018 13:55:02 GMT

@will13am wrote:
@dna2016 wrote:
@sa7375 that is very odd. If you haven't actually sent an outgoing text then there shouldn't be any outgoing count. Definitely recommend getting in touch with the MODS. This is the first I've heard of this type of situation. Hopefully one of the oracles has seen something like this and can provide some insight.
You do realize there are sync features in both iOS and android that cause SMS to be sent without the user knowing it. Just because the user didn't send it, that doesn't mean the phone didn't send it automatically. I would suggest not clogging the moderator team inbox with frivolous investigations. There is nothing wrong with the usage meter.

With respect to the question of how usage on the $10 plan is metered, this thread OP explains everything.

https://productioncommunity.publicmobile.ca/t5/Announcements/Plan-updates-new-10-limited-talk-and-text-plan/td-p/233167

This member should contact the mods. They deserve to get what they have paid for just like any other customer. Mods have reset SMS counts for others. To have your amount reduced by 20% before you even send anything isn't fair to the customers.

Re: How are Text Messages Counted?

will13am — Wed, 31 Oct 2018 13:57:56 GMT

@mimmo wrote:
I am just going by experience from reading post about the subject. stating mods have reset usage. if that is a course of action the poster wants to take then they are free to ask.

I do agree that someone who has had no service for 4 days should have higher priority, but the system is not designed that way and everyone has a right to mods for their own particular needs.

If a policy/official word comes out saying sms will not be reset for these situations then the advice will change. But until then It is up to the original poster to decide what they want to do.

You know that something like this will never be written down. If so, it would be a term of service and not goodwill. I do agree that all customers are free to take whatever action they want or deem appropriate. I am talking about making certain suggestions to add congestion to a long line up for something that is not part of the terms of service.

Re: How are Text Messages Counted?

stonechucker — Wed, 31 Oct 2018 14:02:22 GMT

Bravo 1000000 times @will13am

Re: How are Text Messages Counted?

Anonymous — Wed, 31 Oct 2018 14:09:39 GMT

@ShawnC13 wrote:
This member should contact the mods. They deserve to get what they have paid for just like any other customer. Mods have reset SMS counts for others. To have your amount reduced by 20% before you even send anything isn't fair to the customers.

Look at me mister anti-corporation defending the corporation 🙂

And I don't think it was right to have set that precedent. Goodwill to do with the business or of course a mistake fine. But not when it isn't their responsibility.

And the problem with not suggesting it to people now due to long lines isn't fair to them due to those that *did* get the unwarranted benefit.

So this kind of goodwill shouldn't've been started to begin with.

Customer pm's the mods complaining about this problem. The mods gently explain well actually it's your phone that did all that. Should we be responsible for that? The customer should agree well no. And away they go.

A notice somewhere during activation maybe warning of this possibility but of course who reads anything.

Re: How are Text Messages Counted?

sa7375 — Wed, 31 Oct 2018 14:25:05 GMT

@ShawnC13 Thank you for your support and understanding.

Here is the context. After signing up for PM on Oct 28, I installed the SIM on a separate phone — a Google Nexus 5X with Android 8 — and haven’t really used it for any purpose other than evaluation. Why a separate phone? I wanted to be comfortable with the new service and be sure of my decision before porting my number or saying good bye to my old provider. I’m glad having made the decision of wetting my feet before jumping.

Like I said earlier, I didn’t send even one text message and so says my phone history. Indeed I have received many incoming messages albeit all from PM for welcome, activations etc. There is something amiss in the PM’s usage stats.

@will13am

--------------------------------------------------

@ShawnC13 wrote:
@will13am wrote:
@dna2016 wrote:
@sa7375 that is very odd. If you haven't actually sent an outgoing text then there shouldn't be any outgoing count. Definitely recommend getting in touch with the MODS. This is the first I've heard of this type of situation. Hopefully one of the oracles has seen something like this and can provide some insight.
You do realize there are sync features in both iOS and android that cause SMS to be sent without the user knowing it. Just because the user didn't send it, that doesn't mean the phone didn't send it automatically. I would suggest not clogging the moderator team inbox with frivolous investigations. There is nothing wrong with the usage meter.

With respect to the question of how usage on the $10 plan is metered, this thread OP explains everything.

https://productioncommunity.publicmobile.ca/t5/Announcements/Plan-updates-new-10-limited-talk-and-text-plan/td-p/233167
This member should contact the mods. They deserve to get what they have paid for just like any other customer. Mods have reset SMS counts for others. To have your amount reduced by 20% before you even send anything isn't fair to the customers.

Re: How are Text Messages Counted?

will13am — Wed, 31 Oct 2018 14:49:29 GMT

@sa7375 wrote:
@ShawnC13 Thank you for your support and understanding.

Here is the context. After signing up for PM on Oct 28, I installed the SIM on a separate phone — a Google Nexus 5X with Android 8 — and haven’t really used it for any purpose other than evaluation. Why a separate phone? I wanted to be comfortable with the new service and be sure of my decision before porting my number or saying good bye to my old provider. I’m glad having made the decision of wetting my feet before jumping.

Like I said earlier, I didn’t send even one text message and so says my phone history. Indeed I have received many incoming messages albeit all from PM for welcome, activations etc. There is something amiss in the PM’s usage stats.

@will13am
--------------------------------------------------
@ShawnC13 wrote:
@will13am wrote:
@dna2016 wrote:
@sa7375 that is very odd. If you haven't actually sent an outgoing text then there shouldn't be any outgoing count. Definitely recommend getting in touch with the MODS. This is the first I've heard of this type of situation. Hopefully one of the oracles has seen something like this and can provide some insight.
You do realize there are sync features in both iOS and android that cause SMS to be sent without the user knowing it. Just because the user didn't send it, that doesn't mean the phone didn't send it automatically. I would suggest not clogging the moderator team inbox with frivolous investigations. There is nothing wrong with the usage meter.

With respect to the question of how usage on the $10 plan is metered, this thread OP explains everything.

https://productioncommunity.publicmobile.ca/t5/Announcements/Plan-updates-new-10-limited-talk-and-text-plan/td-p/233167
This member should contact the mods. They deserve to get what they have paid for just like any other customer. Mods have reset SMS counts for others. To have your amount reduced by 20% before you even send anything isn't fair to the customers.

The Nexus 5x is an a pure android device. I am using a pure android device also. The android dialer consumes SMS. It's legit usage. I respectfully disagree with me peer that legit usage is entitled to a usage adjustment. What has been offered in the past is goodwill and not entitlement. There's no proven issue with the usage meter. If you wish to, go ahead and ask for goodwill. Here's a past thread on the topic of phantom SMS usage.

https://productioncommunity.publicmobile.ca/t5/Phones-Hardware/Pixel-on-Oreo-tries-to-send-Int-l-SMS-every-restart-thoughts/td-p/192510

Re: How are Text Messages Counted?

mimmo — Wed, 31 Oct 2018 14:45:45 GMT

@sa7375 there is nothing wrong with the pm message count. there are some automatic sms that are sent by the os both by android and iphone. look in your usage hstory provided in selfserve and share teh number in the thread, google the number and see what the results are. if the sms are to some of your actual contacts that is a differnet story.

Re: How are Text Messages Counted?

stonechucker — Wed, 31 Oct 2018 14:51:12 GMT

You need to understand that Apple and Android phones have the abilities turned on by default. Sure it'd be great to have the knowledge of this (and for the WiFi Assist type things too) explained when you sign-up or buy the device... but as the consumer, you should be doing your research about the entire package.

The companies making these devices are looking at the bigger markets in the States and the UK (and others) where folks have unlimited data packages (or extremely high data caps) where the default settings are great for those who need them and can freely* use them.

Re: How are Text Messages Counted?

NDesai — Wed, 31 Oct 2018 14:56:14 GMT

I just want to make it clear to everyone that both iPhones and some Android phones sends automatic texts for different reasons. iPhones sends texts to verify Apple services such as iCloud, iMessage etc. whereas on Android devices such Pixels, it's the dialer app that sends texts. It does that to verify Visual Voicemail. PM does not provide visual voicemail and so it fails. Experience is different for those with international texting. Since i have Canada-wide texting on my grandfathered plan, I received multiple texts stating i don't have access to sending texts outside of Canada. This happened on my Pixel 2 last year and i received about 6 messages every reboot. Now if someone has international texts, they will not get any texts back. The dialer app just tries about 6 times to verify visual voicemail, and it does that every reboot.

Re: How are Text Messages Counted?

mimmo — Wed, 31 Oct 2018 15:04:25 GMT

And I don't think it was right to have set that precedent. Goodwill to do with the business or of course a mistake fine. But not when it isn't their responsibility.

And the problem with not suggesting it to people now due to long lines isn't fair to them due to those that *did* get the unwarranted benefit.

So this kind of goodwill shouldn't've been started to begin with.

Customer pm's the mods complaining about this problem. The mods gently explain well actually it's your phone that did all that. Should we be responsible for that? The customer should agree well no. And away they go.

A notice somewhere during activation maybe warning of this possibility but of course who reads anything

@AnonymousIts one of the issues with having a public forum to discuss issues and solutions and having other customers share their knowledge and experience.

The info is out there for all to see in one location and with a simple search. Customers recall solutions and suggest similar course of action based on precidence. To stop this make an official or non official policy and these requests will stop. (like they did about pm -pm transfers)

but to say don't contact mods because there is a long line in front of you is simply wrong. Mods are here to help everyone. A message sent today does not affect the people who have been waiting patiently in line before.

Anyways I believe the mod reply time is easy to solve if PM wants to:

train more mods
add overtime (if mods are willing to work extra hours/shifts)
invest in better infrastructure (self serve and ticketing)
Make an announcement thread called read this before sending a private message. so it is the first thing people see when loading the forum, in it have
- Clear instructions in a visible location not buried in a KB article or the lounge announcement thread
- Clearly state that reply time is a "tad bit longer" (that is the official stance, not days over just a tad bit)
- How much of the backlog can be fixed by reducing multiple messages
slow down on promotions till service gets back to the "often you will get a message within a couple hours"

opps it turned into a small rant sorry.