topic Re: Change Plan; New Customers Only in Get Support

Change Plan; New Customers Only

AndrewStevens — Mon, 29 Jun 2026 13:42:18 GMT

THIS IS ADDRESSED TO PUBLIC MOBILE MARKETING DEPT.- How to loose a loyal customer after 10 years.

Step 1: Ensure your AI chat-bot is so ineffective and frustrating that a simple problem that could have been handled easily in a private email is direct to the Community, where the grievance can be aired publicly for all to ponder the value of Public Mobile's customer service.

Step 2: Ensure your customers with existing Plans can only change to More Expensive Plans within Public, or go to a competitor's Plan to reduce their monthly cost (and get better service).

The Issue: As an long-term existing customer I am unable to change my Plan to one with less data, such as to the $25 unlimited text/calling with only 40 or 30? GB data (offered to new customers only).
Instead, I am only offer Kodo (no thanks) or 2 Public Mobile Plans each with more GB data for $45 or $50.

So after having upgraded to $45 per month Plan with all the bells and whistles that I never use, I can never reduce my cost back down and get a cheaper Plan that I originally had.
In effect, you are telling me that I must go to one of your competitors to get the Plan I want; better to loose a established customer than allow them to reduce their monthly cost.

I guess marketing courses at universities have change in 50 years since I took them at U of C. It use to be fundamentally known that is far cheap to appease existing customers than to find new ones. And a dissatisfied customer is more likely to tell 100 people about their negative experience than a satisfied customer is to tell 10 people.

No need to respond, just enlightening the public about Public's less known policies.

Re: Change Plan; New Customers Only

slusagm — Mon, 29 Jun 2026 13:44:35 GMT

@AndrewStevens wrote:
No need to respond, just enlightening the public about Public's less known policies.

sorry, still need to reply

we are just customers here. You are not posting to the correct audience.

Please open a ticket with PM to send the message properly. Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.) When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble using Chatbot to open ticket, then message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox, between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Change Plan; New Customers Only

Anerkons — Mon, 29 Jun 2026 14:41:41 GMT

Since this is your first post -- your plan must have worked flawlessly all these years . What counts is never to need service. Don't despair, there are ways to get a lower priced PM plan such as creating a new account or contacting customer service. Good luck.

Re: Change Plan; New Customers Only

slusagm — Mon, 29 Jun 2026 14:42:36 GMT

@Anerkons

contacting customer support won't help. They cannot help if the plan is not offered on your My Account

Re: Change Plan; New Customers Only

Anerkons — Mon, 29 Jun 2026 14:46:17 GMT

@slusagm wrote:
@Anerkons
contacting customer support won't help. They cannot help if the plan is not offered on your My Account

Didn't you also suggest to contact PM CS?

Re: Change Plan; New Customers Only

slusagm — Mon, 29 Jun 2026 15:33:51 GMT

@Anerkons sorry, maybe I misunderstand what you meant.

Just to clarify, yes to contact PM for the complain, but no to contact PM and ask to help to change plan

Re: Change Plan; New Customers Only

AndrewStevens — Mon, 29 Jun 2026 17:18:01 GMT

Thanks for the advice, and yes, I have had no problems with Public when I wish to spend more money on a Plan.

Re: Change Plan; New Customers Only

AndrewStevens — Mon, 29 Jun 2026 17:23:12 GMT

Thanks for the link. Apologizes for mis-posting here and for my ignorance of the community's role, but the AI kept referring me here instead of opening a ticket so here I am for today.

Re: Change Plan; New Customers Only

AndrewStevens — Mon, 29 Jun 2026 17:25:42 GMT

Amazed that they only offer to upgrade someone's Plan but not to reinstate the previous or any cheaper Plan.

Re: Change Plan; New Customers Only

AndrewStevens — Mon, 29 Jun 2026 17:32:38 GMT

Thank you, yes, I will complain that they only allow you to Upgrade your Plan and never to Re-Instate/Downgrade to a cheaper Plan, and I will express my dissatisfaction with their chat-bot/complaint system.

Re: Change Plan; New Customers Only

AndrewStevens — Mon, 29 Jun 2026 17:33:23 GMT

Thank you I will try.