topic Re: Can someone help me in Get Support

Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permission.

beirut — Wed, 05 Jan 2022 11:01:13 GMT

So I had some issues reactivating my plan which was due to expiry on November 6th. I contacted moderators to see if they can help me out but didn't get a message from them for a few days.

Eventually after few days the issues were gone on self serve and I was able to reactivate my plan using self-serve but before I managed to do so I received a message from moderators that they have switched a plan for me and that I should try paying for it now.

I asked them right-away to revert the plan change as I no longer have any issues yet the response I received from them was this:

"Please note that we are able to change your plan only if the plan is still available at https://www.publicmobile.ca/en/plans 12gb/90day plan is not available anymore unfortunately I shall be waiting for your reply to help you further with your request to change your plan"

So I am screwed?

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

MoreYummy — Tue, 30 Oct 2018 21:23:42 GMT

If that's the case, only moderator can fix it themselves.

Have you contacted them after the error shown?

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

beirut — Tue, 30 Oct 2018 21:26:26 GMT

Yes I have contacted them and they said they can't do anything since the plan is not available anymore. I have contacted them again but probably won't hear anything for 3days at least.

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

srlawren — Tue, 30 Oct 2018 21:51:49 GMT

@beirut unfortunately I think you're out of luck, through what sounds like no fault of your own. They are correct that even they cannot apply a plan for you unless it is currently offered. I wonder what on Earth would have convinced them you wanted to change to the $10 plan? Also, since your previous plan is no longer offered, they really should have confirmed with you before removing it. I would be pretty upset if I were you!!

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

beirut — Tue, 30 Oct 2018 22:06:24 GMT

Yeah I have absolutely no idea what was going through their heads No one asked them to change the plan. Especially why wouldn't they at first confirm with me if it's ok to do so? It honestly blows my mind.

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

ute1978 — Tue, 30 Oct 2018 22:06:38 GMT

@beirut wrote:
So I had some issues reactivating my plan which was due to expiry on November 6th.

"Reactivating" means your plan was suspended for a certain amount of time. Unfortunately your are out of luck. You can only keep your old plan if it was constantly paid for.

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

Murco — Wed, 31 Oct 2018 00:04:01 GMT

You would think you would recieve notice first.

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

beirut — Wed, 31 Oct 2018 00:15:19 GMT

@ute1978 wrote:
@beirut wrote:
So I had some issues reactivating my plan which was due to expiry on November 6th.
"Reactivating" means your plan was suspended for a certain amount of time. Unfortunately your are out of luck. You can only keep your old plan if it was constantly paid for.

I don't buy it. Public mobile lets you suspended plan for 90 days. I go on a long trips and been reactivating my plan constantly for over 2 years now without an issue.

And another thing - I was able to reactivate plan without a problems on 2 day but didn't do it on time and they decided to switch me to another plan few hours later.

Also I am thinking of submitting claim to CRTC, is that a good idea?

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

popping — Wed, 31 Oct 2018 00:47:47 GMT

@beirut wrote:
@ute1978 wrote:
@beirut wrote:
So I had some issues reactivating my plan which was due to expiry on November 6th.
"Reactivating" means your plan was suspended for a certain amount of time. Unfortunately your are out of luck. You can only keep your old plan if it was constantly paid for.

I don't buy it. Public mobile lets you suspended plan for 90 days. I go on a long trips and been reactivating my plan constantly for over 2 years now without an issue.

And another thing - I was able to reactivate plan without a problems on 2 day but didn't do it on time and they decided to switch me to another plan few hours later.

Also I am thinking of submitting claim to CRTC, is that a good idea?

You must mean CCTS as CRTC does not handle individual case.

it is up to you to decide whether to file a claim or not.

You may want to get @Alan_K or @Brooke_C involve with your issue first. If you file a complaint at CCTS, @Alan_K or @Brooke_C may be the person(s) to review your case anyway.

(Disclaimer: I am fairly new to this community. I don't know who has the power to make decision on behalf of PM.)

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

stonechucker — Wed, 31 Oct 2018 02:13:56 GMT

@ute1978 wrote:
@beirut wrote:
So I had some issues reactivating my plan which was due to expiry on November 6th.
"Reactivating" means your plan was suspended for a certain amount of time. Unfortunately your are out of luck. You can only keep your old plan if it was constantly paid for.

This is incorrect. A plan that has been dorment for 90 days of inactive service is unable to be reactivated. If it has been less than 90 days, it can be reactivated, normally without issue.

It does seem odd that this has happened, and a moderator should not have done a plan change of any type without explicit content from the account holder.

Of course it is ideal if everyone would just continue paying for their no longer in market plan, but with the 90 day grace period offered, there is no requirement to force it.

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

Effort — Wed, 31 Oct 2018 02:20:46 GMT

No where in the TOS does it say they're allowed to change your plan with or without notification. The fact that this happened and you were forced to plan that you don't want is definitely an employee mistake and should be rolled back. They shouldn't even be allowed to give a canned response that the plan cannot be reactivated.

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

ute1978 — Wed, 31 Oct 2018 02:29:31 GMT

@beirut wrote:
And another thing - I was able to reactivate plan without a problems on 2 day but didn't do it on time and they decided to switch me to another plan few hours later.

I think we are missing some important info.

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

beirut — Wed, 31 Oct 2018 02:36:32 GMT

@ute1978 wrote:
@beirut wrote:
And another thing - I was able to reactivate plan without a problems on 2 day but didn't do it on time and they decided to switch me to another plan few hours later.
I think we are missing some important info.

Yeah the way I worded it might seem like I am missing something. But all I meant was that on Friday, Oct 26 I tried to reactivate my plan but it wouldn't let me (my expire date is/was Nov 6). So I sent a PM to Mods.

On Sunday in the morning I logged into PM's self-serve account and was able to reactivate my 12GB/90days plan but I was busy so I thought will do it later in the day. Then few hours later I received a message from Mods team saying that they put me on $10/30Days plan and that I should go ahead and try to activate now.

Here is another PM costumer talking about similar experience:

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

Luddite — Wed, 31 Oct 2018 02:46:48 GMT

@ute1978 wrote:
@beirut wrote:
So I had some issues reactivating my plan which was due to expiry on November 6th.
"Reactivating" means your plan was suspended for a certain amount of time. Unfortunately your are out of luck. You can only keep your old plan if it was constantly paid for.

Not quite correct. You may reactivate your current plan while suspended, even one grandfathered, as long as payment is made before 90 days.

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

will13am — Wed, 31 Oct 2018 04:25:27 GMT

@beirut wrote:
@ute1978 wrote:
@beirut wrote:
So I had some issues reactivating my plan which was due to expiry on November 6th.
"Reactivating" means your plan was suspended for a certain amount of time. Unfortunately your are out of luck. You can only keep your old plan if it was constantly paid for.

I don't buy it. Public mobile lets you suspended plan for 90 days. I go on a long trips and been reactivating my plan constantly for over 2 years now without an issue.

And another thing - I was able to reactivate plan without a problems on 2 day but didn't do it on time and they decided to switch me to another plan few hours later.

Also I am thinking of submitting claim to CRTC, is that a good idea?

If you decide to make a claim, it is with the CCTS. The CRTC is another avenue for consumer inquiries but not for disputes with a carrier which is handled by the CCTS. Bear in mind, the process for making a claim requires that you discuss your differences with the carrier in an attempt to reach an amicable resolution. Failing that, you file a complaint that include evidence of past discussions. This is covered by a knowledge base article.

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/About-The-CCTS/ta-p/33309

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

MoreYummy — Wed, 31 Oct 2018 04:27:40 GMT

This should be easy to fix, sometimes error happens.

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

Shazia_K — Wed, 31 Oct 2018 16:48:38 GMT

Hello @beirut,

Thank you for raising your concern with us and I am very sorry to hear about the sudden plan changes on your account.

After carefully taking a look at your account and reading the previous conversation with the last two moderators that interacted with you. I do see that the last payment for your 90 days service was received in May 2018, your 90 days plan was suspended since the beginning of August. I do see that you contacted us a few days ago in regards to not being able to make a payment for your 90 days services and your suspended plan was '' temporarily '' changed to the $10 plan in order to allow you to call and text until the payment issue was resolved.

I apologize for the communication problem between the mods and you the last person missed the part where the temporary plan was given to you. Rest assured that we will coach on our end and make sure this doesn't happen in the future again. With that being said, I will change your plan back to the previous one assigned on your account. Can you please add the required amount in order to have a total of $120 in your Public Mobile account?

I hope that you are completely comfortable with the provided information and sorry again for all the trouble.

Best,

Shazia

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

beirut — Wed, 31 Oct 2018 16:57:13 GMT

@Shazia_K wrote:
Hello @beirut,

your suspended plan was '' temporarily '' changed to the $10 plan in order to allow you to call and text until the payment issue was resolved.

That's the thing. I never asked for this change. Mod took it upon themselves without asking me first. PublicMobile is my secondary number so I wasn't in any need to make text and calls from this particular number.

Anyway, after your post everything seems way clearer and now I understand how it got so confusing. Thanks for solving this. Appreciate that.

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

Shazia_K — Wed, 31 Oct 2018 17:32:04 GMT

@beirut,

Yes, I understand and I am sorry for the changes as mentioned earlier both mods will be coached accordingly 🙂

Regards,

Shazia

Re: Moderators switched my plan from 12GB/90days to $10 per 30 Days without asking for my permissi

beirut — Thu, 01 Nov 2018 01:07:40 GMT

I topped-up my account. Let me know when I can reactivate it on selfe-serve since I still see $10/30day plan there