topic Re: "0$ undefined - undefined." For new plan starting soon. in Get Support

"0$ undefined - undefined." For new plan starting soon.

AdamC — Tue, 18 Oct 2022 05:24:51 GMT

I am switching to a new plan on October 31st however the plan details disappeared and now it only shows "0$ undefined - undefined." Am I going to run into issues?

I think the plan was limited time only though I also forgot the details.

Re: "0$ undefined - undefined." For new plan starting soon.

dabr — Mon, 17 Oct 2022 20:55:55 GMT

@AdamC You scheduled a plan change at renewal (Oct. 31st) for the discontinued $55 plan? Others have also reported not being able to see the schedule change plan. You should submit a ticket to customer via chatbot and ask them to honour your scheduled plan change as that's been the normal PM policy in the past.

Here's a link to chatbot: https://www.publicmobile.ca/en/on/get-help

Re: "0$ undefined - undefined." For new plan starting soon.

AdamC — Mon, 17 Oct 2022 20:57:23 GMT

Yepp, I think that was it. I'll hit up the chatbot. Thanks!

Re: "0$ undefined - undefined." For new plan starting soon.

Meow — Mon, 17 Oct 2022 21:00:02 GMT

If you scheduled plan change on time then it should be honoured!

I believe due date was Sep 30 so it is kind of unrealistic to schedule for renewal on Oct 31 as billing period at PM is 30 days.

Nevertheless, ask agent for clarification!

To Contact CSA-agent; there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking Here

Re: "0$ undefined - undefined." For new plan starting soon.

Metal1967 — Mon, 17 Oct 2022 21:16:42 GMT

@AdamC Undefined is probably in your favour.. your still going to have to message the higher ups..

Re: "0$ undefined - undefined." For new plan starting soon.

AdamC — Mon, 17 Oct 2022 21:19:36 GMT

It was available to me as an option around the start of October so I'm hoping I didn't sign up for an already discontinued plan.

Re: "0$ undefined - undefined." For new plan starting soon.

dabr — Tue, 18 Oct 2022 01:10:57 GMT

@AdamC The last day the $55/20GB 4G plan was still available might be either 3rd or 4th Oct. as Tiana_V's post announced new 4G plans (most of these are cheaper with today's new announcement on pricing/change of plans) but also removing the $55/20GB plan. So as long as you scheduled your plan change by the 3rd of this month, PM should honour the plan change.

Here's the link from Tiana_V's post from Oct. 4th/2022: https://productioncommunity.publicmobile.ca/t5/Announcements/NEW-Introducing-even-more-4G-speed-plans/td-p/885556

Re: "0$ undefined - undefined." For new plan starting soon.

Dunkman — Tue, 18 Oct 2022 02:28:36 GMT

@AdamC

PM management is aware of this issue. Working on a fix. In the past, Public mobile will honour a planned switch to new plan, even if the new plan becomes unavailable. It does not look like that this is happening with the new system.

Re: "0$ undefined - undefined." For new plan starting soon.

deepblueglass — Thu, 20 Oct 2022 21:00:30 GMT

I talked to a customer service agent via private messages and I was told that my plan will be changed to $55 10G 4G on Oct 30 even though it was $55 20G 4G when I initiated the scheduled change.

He said "Every promotional offer has written in the Offer details: Offer subject to change and it may be removed at any time."

Hopefully this is not true. It seems unfair.

Re: "0$ undefined - undefined." For new plan starting soon.

computergeek541 — Thu, 20 Oct 2022 21:06:06 GMT

@deepblueglass wrote:
I talked to a customer service agent via private messages and I was told that my plan will be changed to $55 10G 4G on Oct 30 even though it was $55 20G 4G when I initiated the scheduled change.

He said "Every promotional offer has written in the Offer details: Offer subject to change and it may be removed at any time."

Hopefully this is not true. It seems unfair.

The information that I have regarding scheduled changes says that there has been no change to Public Mobile policy. You are supposed to get the plan that you asked for. As to the response that you will be switched to the $55/10GB plan, that doesn't make any sense because the two plans would be in the system as using different computerized plan codes. The CSA response also ignores the fact that customers only need to request the plan change while the promotion is active. Please open another ticket.

Re: "0$ undefined - undefined." For new plan starting soon.

hTideGnow — Thu, 20 Oct 2022 21:16:41 GMT

Hi @deepblueglass , add to @computergeek541 comment, when you open the new ticket and if the response is not what you hope for, ask them to pass to senior support agent 🙂

Re: "0$ undefined - undefined." For new plan starting soon.

dust2dust — Thu, 20 Oct 2022 21:18:00 GMT

Ah yes, the corporate easy-out. It is totally unfair. And unjust. And unethical. And immoral. But this is the new Public Mobile...we don't care. We don't care about our contracts. We don't care about our policies. We don't care about our past practices. We don't care about the C C T S. We don't care about the C R T C. We don't care about the W C C. Take what you get and shut up.

That's just the standard current $55/10gb/4G plan. Big whoop.

Re: "0$ undefined - undefined." For new plan starting soon.

hTideGnow — Thu, 20 Oct 2022 21:24:13 GMT

I agree the response was not what we want, unfair is true. But I think it is too early to say the rest. Many first level staff are like this, they just give out quick answers without confirming, they just want to close their tickets. This is not good but I experienced that in many different companies. Let's hope the senior staffs can make things right again

Re: "0$ undefined - undefined." For new plan starting soon.

deepblueglass — Thu, 20 Oct 2022 22:37:03 GMT

I sent a new ticket but the new agent said the same thing. They cannot switch to a plan which no longer exists in the system. I asked her to elaborate the ticket to a senior staff but she just asked me to choose a plan from existing ones.

I asked her again to allow me to talk to a senior agent but I haven't heard since.

In this threat other people are having the same issue but customer service agents didn't help to honour the plan.
https://productioncommunity.publicmobile.ca/t5/Get-Support/4g-55-plan/m-p/887088

Re: "0$ undefined - undefined." For new plan starting soon.

dabr — Thu, 20 Oct 2022 23:30:07 GMT

@deepblueglass As far as anyone here is aware, PM hasn't changed their policy on their long standing practice of honouring scheduled plan changes even if the plan was discontinued before the plan change took effect, or at least no notice has been posted to suggest that this policy has changed.

One of the oracles mentioned ~~in another thread~~ edit: earlier this has been brought to the attention of PM management and it only seems to have become an issue since the recent self serve accounts were updated recently.

Another customer posted several days ago, that they received confirmation from a CSA that the scheduled plan change would be honoured, but so far no one has confirmed/posted to update that they were able to get the discontinued $55/20GB plan.

However, it's very confusing to be getting conflicting information from different CSA's. Perhaps you may want to tag Community Manager J_PM directly for clarification on this issue?

edited for clarification regarding oracle's post.

Re: "0$ undefined - undefined." For new plan starting soon.

deepblueglass — Fri, 21 Oct 2022 00:03:29 GMT

A manager got back to me and she said they will honour $55 20GB plan for me but I have to contact them one day before the scheduled plan change date.

I told her the community is confused with this issue and there are more people going through the same issue and some people's plans were even reverted back to their old plans without any notifications.

She confirmed any scheduled plan changes should be honoured.

She said she will check on this issue further.

Re: "0$ undefined - undefined." For new plan starting soon.

dabr — Fri, 21 Oct 2022 00:11:34 GMT

@deepblueglass Thanks for the update and getting the confirmation from a senior PM employee. I'm sure that is good news for everyone who has scheduled their plan change.

Re: "0$ undefined - undefined." For new plan starting soon.

dust2dust — Fri, 21 Oct 2022 00:26:33 GMT

Great update. Please take a screenshot of that reply for your records and for others to be able to use if you would be willing to share and help for the future.

I think the company should honour all immediate requests from those wanting that plan. All the way up until 30 days after the new plans came out and that plan was removed. So 11:59pm eastern Nov 3rd. That plan should be available on request until then because of this. Then of course fix the scheduling problem anyway.

Re: "0$ undefined - undefined." For new plan starting soon.

computergeek541 — Fri, 21 Oct 2022 00:51:57 GMT

@deepblueglass wrote:
A manager got back to me and she said they will honour $55 20GB plan for me but I have to contact them one day before the scheduled plan change date.
I told her the community is confused with this issue and there are more people going through the same issue and some people's plans were even reverted back to their old plans without any notifications.
She confirmed any scheduled plan changes should be honoured.
She said she will check on this issue further.

When it comes to situation, It's not a question about if Public Mobile will honor these plan changes. They will honor them. The issue is with the strange "undefined" plan because of the way that the new Self Serve system doesn't know how to deal with a scheduled plan change if the new plan is no longer current. That's a system issue. Public Mobile policy has not changed with respect to scheduled plan changes. If a scheduled plan change requests a plan, that plan is suppsoed to be what you receive when your renewals comes along. It's been reported by a few customers that the "undefined" plan leads to a failed plan change.

The other issue here is with some of the non-sensical responses that you were receiving. I especially look at the response that you got that your plan would be defaulted to the $55/10GB plan. Where did that answer even come from? I would think that either the plan change would proceed as excpected or the plan change would fail. The idea that the plan would change on its own to the 10GB plan instead of 20GB is baffling. If that were true (which it isn't), that would mean that everyone already on the 20GB plan would be switched over too. The CSA response could possibly be read as that the CSA team can only process a change to the current plans, but that response ignores the fact that this is a Public Mobile problem, one that they need to fix.

Re: "0$ undefined - undefined." For new plan starting soon.

computergeek541 — Fri, 21 Oct 2022 01:13:29 GMT

@dust2dust wrote:
Great update. Please take a screenshot of that reply for your records and for others to be able to use if you would be willing to share and help for the future.
I think the company should honour all immediate requests from those wanting that plan. All the way up until 30 days after the new plans came out and that plan was removed. So 11:59pm eastern Nov 3rd. That plan should be available on request until then because of this. Then of course fix the scheduling problem anyway.

That would provide some clarity so that anyone who has scheduled a change from another 30-day plan won't have any further difficulties, but there are also customres who may want to switch from 90-day plans. Interestingly enough, Lucky Mobile released a better plan (more data) for the same price not long ago.

topic Re: &quot;0$ undefined - undefined.&quot; For new plan starting soon. in Get Support

"0$ undefined - undefined." For new plan starting soon.

Re: "0$ undefined - undefined." For new plan starting soon.

Re: "0$ undefined - undefined." For new plan starting soon.

Re: "0$ undefined - undefined." For new plan starting soon.

Re: "0$ undefined - undefined." For new plan starting soon.

Re: "0$ undefined - undefined." For new plan starting soon.

Re: "0$ undefined - undefined." For new plan starting soon.

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Re: "0$ undefined - undefined." For new plan starting soon.

Re: "0$ undefined - undefined." For new plan starting soon.

Re: "0$ undefined - undefined." For new plan starting soon.

Re: "0$ undefined - undefined." For new plan starting soon.

Re: "0$ undefined - undefined." For new plan starting soon.

Re: "0$ undefined - undefined." For new plan starting soon.

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Re: "0$ undefined - undefined." For new plan starting soon.

Re: "0$ undefined - undefined." For new plan starting soon.

Re: "0$ undefined - undefined." For new plan starting soon.

Re: "0$ undefined - undefined." For new plan starting soon.

Re: "0$ undefined - undefined." For new plan starting soon.

topic Re: "0$ undefined - undefined." For new plan starting soon. in Get Support