topic Re: Plan change in Get Support

Plan change

TawfikA — Sun, 05 Nov 2023 20:20:56 GMT

I changed my plan from$120 for 3 months to $34 a month 20GB and unlimited Canada wide calls and text and international messaging, however my receipt shows “ unlimited Quebec plan?! Is that normal?

Thank you

Re: Plan change

computergeek541 — Sun, 05 Nov 2023 20:22:57 GMT

@TawfikA wrote:
I changed my plan from$120 for 3 months to $34 a month 20GB and unlimited Canada wide calls and text and international messaging, however my receipt shows “ unlimited Quebec plan?! Is that normal?

Other customers have also noticed this discrpency. Public Mobile has not yet said anything about this.

Re: Plan change

Chalupa_Batman — Sun, 05 Nov 2023 20:27:51 GMT

Hi @TawfikA

This is a bit of a hot topic right now in the forums. There has been some confusion about this plan offer. We've had to CS Agents say two different things. They were supposed to get back to us yesterday but never did. My advice, take screens of the original offer and hold on to it. Then take screenshot of what the Quebec thing is.

https://productioncommunity.publicmobile.ca/t5/Get-Support/34-20GB-Plan-showing-as-Unlimited-Quebec-Minutes-instead-of/m-p/1079509#M753883

Re: Plan change

DennyCrane — Sun, 05 Nov 2023 20:41:22 GMT

I'd be shocked if that was true, as I'm in BC and was able to change my mom to it. It says unlimited nationwide calling on the main page, so likely just a typo (yet again) on the receipt. Hopefully we'll get some reassurance from PM staff tomorrow though.

Re: Plan change

HALIMACS — Sun, 05 Nov 2023 20:48:18 GMT

And so we have another customer asking the question, yet silence from Public Mobile.

Does Public Mobile not see how unacceptable this is for it's customers?

The offering is a good one - one that many (including at least 2 of my family account-holders) have planned switches to.

So let's have a response, please @J_PM

Will this proposed plan, as clearly outlined in it's plan change particulars, in fact allow for Canada-wide calling or is it somehow restricted only to Quebec wide calling? I tend to believe the former, yet the latter is troubling and conflicting messaging that does nothing but cause undue confusion for customers.

C'mon Public Mobile - clarify this please.

Re: Plan change

dust2dust — Sun, 05 Nov 2023 20:50:00 GMT

@TawfikA- So did you complete it and make it happen or did you set it up for your next renewal? Same for your mother @DennyCrane ?

Re: Plan change

DennyCrane — Sun, 05 Nov 2023 20:52:02 GMT

@dust2dust Sorry I should have clarified it is for next renewal on Dec 3. Otherwise I would have tested it first hand to confirm it works for numbers outside of Quebec.

It would make no sense to sell it outside of Quebec if that were a limitation though.

Re: Plan change

HALIMACS — Sun, 05 Nov 2023 20:54:28 GMT

That's the thing, @dust2dust

The 'pending' change screen shows it as Canada-wide when planning the change, then when I logged out of self-serve, then logged back in, under the Payment section, the upcoming payment details shows correctly as $34 and taxes for my provincial taxation location (not Quebec), yet the details are displaying as "Quebec wide calling".

Puzzling, yet probably just another glitch at the PM level.

Re: Plan change

dust2dust — Sun, 05 Nov 2023 20:56:43 GMT

@DennyCrane- Thanks. That's why asked.
@HALIMACS- That's why I asked. I get the same thing so I'm looking for some one that has completed it to test calling.

Re: Plan change

HALIMACS — Sun, 05 Nov 2023 20:59:47 GMT

Valid question, for sure, @dust2dust . Was unaware you also planned a change.

Surely we'll get a newbie who may have completed an immediate plan change to serve as the guinea pig for this glitch - however given no one has yet gotten frustrated with a new thread, perhaps their immediate plan change gave them no calling concerns and we can infer no issues.

Re: Plan change

dust2dust — Sun, 05 Nov 2023 21:01:43 GMT

@HALIMACS- Oh I'm not changing plans 🙂 I only tested the plan change to see what everybody was talking about and I got the same thing. Then I removed the change.
Don't call me Shirley 🙂

Re: Plan change

HALIMACS — Sun, 05 Nov 2023 21:04:05 GMT

LOL @dust2dust - figured for someone else within your realm of possible users.

I should have known you'd be all over that with testing ... silly me. 🤣🤣

Re: Plan change

clayt1 — Sun, 05 Nov 2023 21:23:35 GMT

I'm dealing with a CS and it's not going anywhere fast. Hoping to get some kind of resolution. It's pretty obvious it's a PM issue.

Re: Plan change

HALIMACS — Sun, 05 Nov 2023 21:25:57 GMT

@clayt1

maybe because they are unable to contact a Public Mobile supervisor/manager to confirm the intent/scope of the advertised plan. (being the weekend, and all…)

The customer support agents are kinda being hung out to dry, which is admittedly, not overly fair to them.

Re: Plan change

clayt1 — Sun, 05 Nov 2023 21:40:32 GMT

I'm not laying blame on the CS. They don't know why it's happening. We'll see what happens tomorrow i guess.

Re: Plan change

statusquo — Sun, 05 Nov 2023 23:01:54 GMT

Question is why public mobile is not bothering with a clarification for this discrepancy in wording. Most companies like to fix errors as quickly as possible but I'm coming to the conclusion that public is not as interested in fixing it's errors quickly which is quite surprising.

Re: Plan change

dust2dust — Sun, 05 Nov 2023 23:08:02 GMT

@statusquo- If you've been here a while you come to realize that it's not at all surprising. I think it's pathetic for a billions in revenue corporation to be this way but hey I don't make the big bucks to make these decision and to operate this way.

Re: Plan change

statusquo — Sun, 05 Nov 2023 23:15:11 GMT

I have to agree with your points @dust2dust that for a company that is headed by a major carrier there should be more professional and prompt attention paid to mistakes. I'm not sure as to why not fixing things quickly would be considered good business practice. It is certainly a strange decision making but I stay as currently the plan and price suits my needs.

Re: Plan change

dust2dust — Sun, 05 Nov 2023 23:18:23 GMT

@statusquo- Yup, me too. And they bank on that. So here we are. Still pathetic though.

Re: Plan change

clayt1 — Mon, 06 Nov 2023 01:15:31 GMT

Heard back from CS and was informed it's a typo and they sent a memo to the powers that be to fix the error. So hopefully soon it will be corrected.