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Exciting changes to our brand and customer experience

Dave_M
Retraité / Retired
Retraité / Retired

Note: Please clear your cache to optimize your experience on our portals.

 

Hey Community,

 

We’ve got some exciting news to share with you!

 

As you may have noticed already (sorry – hard to hide this one :)) we’ve updated our look! From a new logo, new colours, to fresh, fun illustrations- we got a makeover. Why? Because, we’ve been on a journey since 2015, and we’ve learned a LOT along the way. Our recent research, suggested our brand identity didn’t accurately reflect our mission: Public Mobile is the wireless company with you in mind. We didn’t name ourselves Public Mobile by accident after all. Everything we do – from offering the most affordable phone plans in Canada on the largest network, to rewards that save you even more, to this online community run by passionate customers is with you in mind.

 

And so, this new design truly embodies the personal, unique, simple and community first approach that Public Mobile stands for.  We hope you like the changes as much as we do. But that’s not all, beyond the makeover, we’ve also been hard at work working on some new initiatives that we think you’ll be pretty stoked for and are a long time in the making:

 

  1.     New ticketing resolution process – yes you read that right, it’s coming! More details to come this week (as this in itself warrants its own full Community post) but essentially, this process will make it faster + easier to track, manage, and resolve issues when submitting a ticket to our online Moderator team.

 

  1.   System improvements  - over the coming weeks, we’re excited to bring through a variety of system improvements. First up is an improvement to our latency and reliability of our web portals, meaning faster loading speeds in Self-Serve and fewer occasions of activation issues related to timing out. We’re also doing some fat trimming and are saying goodbye to our build your own plan calculator. While we love the flexibility of our plan calculator, the tradeoff is the ability to reduce pressure on our systems, help the general upkeep of our portals, and simplify the plan purchasing experience for customers. We know some plans can only be accessed via the plan calculator today, we plan (pun intended ;)) to bring some of those options  back in the near future! Lastly, as you're likely aware, we transitioned to refer-a-friend codes a few weeks ago to better protect your privacy and make referring easy 🙂

 

We can’t wait to hear what you think about all this goodness and are thrilled to deliver initiatives like #1 and #2 to simplify and improve the customer experience. We know we have more to tackle and are absolutely committed to continuing to make wireless simple, uncomplicated and accessible to all Canadians. Why? Because you’re the public, we’re for you.

 

Sincerely,

Dave

210 REPLIES 210

Nicko343
Great Citizen / Super Citoyen

Contact PM and find out or while logged into your account click on the data add on and see if it’s available to you without having to change the whole grandfathered plan

Nicko343
Great Citizen / Super Citoyen

Am with you ooo 

Nicko343
Great Citizen / Super Citoyen

Did you top up your account?

if your account is updated and in good standing order contact PM for clarification etc


@Nicko343 wrote:

Did you top up your account?

if your account is updated and in good standing order contact PM for clarification etc


@Nicko343 

 

In this thread, you have replied to 4 different people without quoting anyone or directing the message to a specific user. This make it impossible for most memebers to figure out who you are trying to have a discussion with.  It also limits the usefullness of such messages without knowing the context of such replies.

cory_c
Great Citizen / Super Citoyen

What I would like PM to improve is US Roaming talk, text, data plans by adding the ability to 'pre-set' travel dates so that the plan does not expire before one returns.


@cory_c wrote:

What I would like PM to improve is US Roaming talk, text, data plans by adding the ability to 'pre-set' travel dates so that the plan does not expire before one returns.


@cory_c  Great idea but judging by the pace of change at Public I wouldn't hold my breadth. Maybe if they  just fix the "texts not working for 24 hours upon return" problem that would be great. If you are going to be down there for more than 10 days then IMHO best to consider purchasing a local sim.

cory_c
Great Citizen / Super Citoyen

I understand, but what is the average vacation time spent away? For some it may be 7 days yet for others 10, 14 or 21 days. Personally, I would like to stick with one provider but the issue at hand is the renewal procedure which from comments given, often indicates that one can not renew. Anyway, it's a suggestion that has been repeated and maybe one day it will happen.

cristian
Good Citizen / Bon Citoyen

@GinYVR Thanks for the response, much appreciated. 

 

If I understand this correctly, I can no longer modify my base (grandfathered) plan at this time, so I am stuck with the 1G/month and if I need more I need to buy an add-on. 

 

OK, looked at the add-ons, it's $30 for 1G. That's quite a bit, but ...how does it work? Is the data purchased through an add-on carried over if unused at the end of my 90 day payment cycle? Thank you.


@cristian wrote:

@GinYVR Thanks for the response, much appreciated. 

 

If I understand this correctly, I can no longer modify my base (grandfathered) plan at this time, so I am stuck with the 1G/month and if I need more I need to buy an add-on. 

 

OK, looked at the add-ons, it's $30 for 1G. That's quite a bit, but ...how does it work? Is the data purchased through an add-on carried over if unused at the end of my 90 day payment cycle? Thank you.


The 1G Data Add-on works on its own 30-day cycle. Any unused portion keeps rolling over indefinitely until all of it is used up.

cristian
Good Citizen / Bon Citoyen

Thanks @pm-smayer97. Just one more question please. The add-on, is it a one time purchase or is it recursive? I hope it's the former. Thank you.