topic Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk in Get Support

I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk...

Arsh99 — Thu, 19 May 2022 14:12:31 GMT

I have logged in to public mobile account and checked my usage based on that I can tell that its hardly around 20-22 mins, I have the call time record enabled too on the phone and it suggests the same but the customer service agents refuse to accept that and are imposing that the talk time is 50 mins. does anyone else have the same issue?

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

mimmo — Wed, 18 May 2022 01:39:25 GMT

Minutes are rounded up. 1 minute 1 second counts as two minutes.

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

dust2dust — Wed, 18 May 2022 01:40:08 GMT

All "chargeable" calls are rounded up to the next minute. Accessing voicemail from the device counts as well.

The $5 500 minute add-on is a great supplement to this plan. Too bad about the unlawful rate increase.

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

Arsh99 — Wed, 18 May 2022 01:52:23 GMT

Yes that is what the Agent after some arguments via back and forth messages informed me and still call it a 50 min plan, Instead of paying this proxy company I would pay 10 more dollars and switch to a standard provider.

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

dust2dust — Wed, 18 May 2022 02:03:31 GMT

You've been with this $10 plan for at least over 2.5 years and now you decide it's a "proxy company" and want to leave? I'll give you the upset over the substantial percentage rate increase.

Go through all those calls in your usage log both in and out and round them up. Some of the activity won't actually count though so even that could be tricky. It's all calls in and out.

Maybe the rate increase will suck you in to moving up to the $15 plan. Still have to count those outgoing calls though. And say good bye to full speed LTE for any data add-ons you might still have or might get.

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

softech — Wed, 18 May 2022 02:27:56 GMT

@Arsh99 All mobile providers as well as long distance calling companies count minutes like this. They use the same rule, the rounding up rule. So, wherever you go , if you choose plans that have limited minutes, they use the same rule.

You can only avoid this by going with plans that offered unlimited minutes. The current $25 plan or above all have unlimited Canada-Wide minutes.

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

JL9 — Wed, 18 May 2022 04:26:53 GMT

Yes definitely this isn't a PM thing at all, I don't agree with rounding up either but every provider out there does this

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

Arsh99 — Wed, 18 May 2022 12:49:33 GMT

You are right that its been that long, I called them proxy in the very beginning when I realized that they dont have a call center where customers can actually talk to an agent. I stayed that long because It did not really bothered when I did not had to communicate with their staff and on this number my minutes never ran out no idea why since the last 2 months its completely running out and as soon as it runs out the phone goes out of service, So if I have to pay $13+$5 add on then I believe a monthly package of $25 unlimited calls and texts would be a better option where you have a proper customer service

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

softech — Wed, 18 May 2022 13:37:54 GMT

@Arsh99 wrote:
I believe a monthly package of $25 unlimited calls and texts would be a better option where you have a proper customer service

Check Koodo prepaid. They have similar plan but with call centre. The drawback is they don't have rewards like here

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

dust2dust — Wed, 18 May 2022 15:17:46 GMT

@Arsh99: Your proxy term then is the industry term MVNO for mobile virtual network operator. Piles of them in the states. The Big 3 here have filled the pockets of the regulators to block that happening here except their own little operations like this one. You knew of the support structure here from day one though. How wonderful that in all this time you hadn't needed them for anything.

Remember the rewards (assuming you didn't opt in to the points). By default without doing anything you're probably getting at least $2 for loyalty. Maybe more. But of course now that has been effectively stolen by this unlawfully executed rate hike. Then maybe you have autopay on. There's another $2. Maybe you have some referrals. There's another $1 each.

As for the $5 add-on, this place and Koodo are the only two providers that I know of that the add-ons roll over through each renewal without re-buying until they are finished.

So the $10 becomes $13 then minus rewards. Buy add-ons once and then use them until finished. Not 13 + 5.

You've gone all this time apparently not needing customer service. Are you sure you really need a live person to talk to on those rare occasions?

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

dabr — Wed, 18 May 2022 20:34:16 GMT

@Arsh99 Most customers with on either the discontinued $13 plan (formerly $10) and the $15 plan with 100 outgoing mins/unlimited incoming have the $5/500 minutes add-on exactly for those times when the outgoing minutes get used up before renewal.

With non-roaming add-ons being non-expiring and staying with the account until depleted, it really doesn't make sense not to have those extra minutes as back up. BTW, you should also have received PM's holiday gifts over the last 2/3 years of data and LD international minutes which can be used for calling within Canada too, but it's more economical to purchase the domestic minutes add-on and keep those LD minutes for international calls.

For $2 more, it's probably better to just go with the $15 plan if you find you need more than 550 outgoing minutes for each month (30 days).

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

darlicious — Thu, 19 May 2022 05:27:57 GMT

@Arsh99

I suggest you exercise your rights under the WCC and first complain to public mobile and then after you recieve their standard answer file a complaint with the CCTS before you decide to change plans or providers.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

computergeek541 — Thu, 19 May 2022 05:44:11 GMT

@softech wrote:
@Arsh99 wrote:
I believe a monthly package of $25 unlimited calls and texts would be a better option where you have a proper customer service
Check Koodo prepaid. They have similar plan but with call centre. The drawback is they don't have rewards like here

I wouldn't be so open about praising Telus Mobility and Koodo Mobility prepaid services just for the reason that they have call centres. They are both still really self serve carriers (at least on the prepaid side) just as Public Mobile is and Telus and Koodo has charged prepaid customers a fee in the past for using the call centre. They just happen to usually credit out the charge.

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

mimmo — Thu, 19 May 2022 11:55:49 GMT

@Arsh99 just a fyi for the past two Christmases PM gave out a free long distance minutes.

My guess is that you have been going over your 50 minutes on a regular basis but these add-ons actually kicked in so you did not realize the overage. The add-ons are now used up this you get no calling when you go over your plan minutes.

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

mimmo — Thu, 19 May 2022 12:11:55 GMT

@darlicious where is PM breaking the WCC in this case?

What should the op complaint to the CCTS about? Is PM miscalculating the minutes or not providing services paid for?

I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk...

darlicious — Thu, 19 May 2022 15:21:13 GMT

@mimmo

Reason #1. Breaking the terms of service.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

mimmo — Thu, 19 May 2022 15:34:58 GMT

@darlicious sorry I don't understand which terms of service were broken. Can you be more specific?

From my understanding the Op saying they are only getting 20-22 minutes , which probably doesn't consider rounding up. I don't recall seeing any cases where pm minute counter was incorrect.

And as I mentioned above op is probably noticing the limits of plan because they have used up the free Christmas bonuses.

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

darlicious — Thu, 19 May 2022 16:07:26 GMT

@mimmo

Of course we are assuming the OP is on the $10 50/50 plan subject to the $3 rate hike.

“Can the Terms Of Service change? Yes, Public Mobile has the right to change any of the Terms Of Service, including rates, without notice. Changes become effective thirty days after being posted at publicmobile.ca/plans. By purchasing service after a change is posted, including by continuing to top up your account, you accept the current Terms Of Service. You can cancel service at any time, without penalty or cancellation fees.”

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

dust2dust — Thu, 19 May 2022 16:20:43 GMT

@mimmo

Arsh99 wrote:
Instead of paying this proxy company I would pay 10 more dollars and switch to a standard provider.
and
I believe a monthly package of $25 unlimited calls and texts would be a better option where you have a proper customer service

So the author is entertaining moving on due to a couple factors primarily over the service delivery method. You're likely right with the actual minutes question. But there are additional asides in this conversation.

So darlicious wrote:
I suggest you exercise your rights under the WCC and first complain to public mobile and then after you recieve their standard answer file a complaint with the CCTS before you decide to change plans or providers.

Perhaps the customer can be retained for the profits of Telus with the slight possibility of the rate hike being revoked. I'm hoping the customer sees the ideas of the add-ons and stays on and understands that they've gone all this time without needing service. They're already getting at least $2 off for loyalty. Likely autopay as well. Then they can buy the add-on and use it as the overage until it finishes and then buy it again.

Re: I am not using whole 50 mins neither the data but my phone gets blocked after 20-25 mins of talk

mimmo — Thu, 19 May 2022 19:32:16 GMT

Thanks for clarification @darlicious so basically the plan increase would be ok if it had been posted on plans page? If it had, no need to file complaint? Personally I think your initial post should have been more detailed , I was confused/ wanted clarification because op was inquiring about minutes, not the plan increase. Which most people were notified by sms and possibly email which I think is more proactive than posting on the plan page.