topic Re: unusable service - refund in Get Support

unusable service - refund

whipman — Tue, 01 Feb 2022 15:42:02 GMT

Hello,

I recently signed up for my first month and have found that the service doesn't work for me, the reception breaks up and I only have 1 bar of signal at my home. I work from home 100% of the time, and while the reception in my area seems to be OK with Bell, it's not with Public Mobile / Telus.

I've only had the plan for 10 days and I've decided to port it back to my previous service which works fine in my area. I know you have some sort of policy about no refunds, but since I haven't been able to actually use my service with you, I think it's only fair that you refund me my initial $15 and I'll eat the cost of the SIM card as one would expect.

Please & thanks.

Re: unusable service - refund

Spudster — Tue, 01 Feb 2022 16:04:36 GMT

@whipman

Contact public mobile customer support agents.

There are 2 ways to reach them:

1. Create a support ticket by clicking here , then type Support Ticket, then select Contact Us, then select the topic that more closely matches your request. Then click Click here to submit a ticket , or,

2. Send a private message to them by clicking here

Re: unusable service - refund

softech — Tue, 01 Feb 2022 16:11:10 GMT

@whipman I am not sure if this could done. PM is prepaid service and hence no refund

You were with Bell? Telus shares the same towers with PM. Unless you were using VoLTE before, generally speaker the service should be identical

Which area you are at (province/city) ?

Did you try a network reset and see how it goes?

did you try to set it to 3G only to see any improvement?

are you using the same phone as you were using with Bell? what brand model is the phone?

Re: unusable service - refund

Meow — Tue, 01 Feb 2022 16:11:36 GMT

Yeah, some areas are not that well covered by Telus cell towers 😞

PM being prepaid service, they will not refund your payment unless they charge you in error.

If you ported your number as soon as you port it out your account will be closed.

Before that, remove autopay and remove your credit card from the PM account to avoid charge in error (sometimes occurs).

Re: unusable service - refund

pkaraa — Tue, 01 Feb 2022 17:32:51 GMT

So you knew that Telus doesn't work well in your area and still ported in to PM.

As PM is pre-paid so there is no refund policy.

Remove autopay before you port out ... just to be sure.

Re: unusable service - refund

BKNS27 — Tue, 01 Feb 2022 17:54:37 GMT

@whipman

PM is a prepaid service so probably no on the refund.

It seems strange that Bell is OK and Telus is not since both of them utilize the same towers.

Re: unusable service - refund

VIP_Tech — Tue, 01 Feb 2022 18:05:32 GMT

@whipman

check it out area Cellular Towers Map

try manually selecting network "3G only" or WCDMA only,
and Rebooting device,

Re: unusable service - refund

Anonymous — Tue, 01 Feb 2022 18:07:37 GMT

@softech : Yup. No doubt. Similar writing. Similar ideas. Same repeat answers. Next we'll be seeing the return of the reboot home network.

Re: unusable service - refund

esjliv — Wed, 02 Feb 2022 01:43:25 GMT

@whipman - we are all customers and members like you here on the forum. We are not Public Mobile representatives, they are called Customer Support Agents (CSA); and only thy have access to your account.

Methods to contact them here: https://www.publicmobile.ca/en/bc/get-help/articles/contact-an-agent

But, if you are new to Public Mobile, can you share what trouble shooting you have tried since you activated the Public Mobile SIM card?

After an activation, doing one or more of the below is a good thing to get you started to refresh the network.

Try one or more of the below:

*turn off your phone, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*reset network settings on your device