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Exciting changes to our brand and customer experience

Retraité / Retired
Retraité / Retired

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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.




210 REPLIES 210

I don't see it either, time to ask Simon.


@wetcoaster wrote:

Is it just me or is the knowledge base missing on the mobile version? (Haven't had a chance to look at the desktop version yet)


I’m with @srlawren  and @will13am and @pm-smayer97, losing the plan builder is the worst.


Sure, I’m on the Fall Promo, and will most likely not require a province wide selection from this carrier, as if it continues to degrade, I will leave for better pastures when they appear.


I rarely call outside Ontario, I live and work in Ontario, and I call only locally when I’ve traveled to Quebec and Halifax prior to coming to Public Mobile.  Why should I pay for Canada Wide when I don’t require it?  I came here, and I recommended subscribers here for the options in the plan builder.  You’re closing what has brought so many here.  Also too bad that when you last changed the plan builder prices, there was no long any price savings on 90-day plans.  Everyone knows, you buy in bilk, stuff is cheaper than buying the same in single packages.


The logo.. it’s ugly, and why 3 different fonts in the forum logo, and a different logo on the homepage?  pM isn’t known for consistency, marketing proves that over and over and over again.


Koodo had aweful pink, yello, and blue colour a while back, their site looks a lot better after their rebrand... you should have taken the hint about their old bad design.  

Deputy Mayor / Adjoint au Maire

Wow, I'm really loving this new design, it feels more professional, the other felt basic, it's like night and day. I'm feeling hopeful for the future.

@KamWest wrote:

Don't know about you guys but the new public logo is flawed.


How many people see two L 's in the logo?

Now match that with the double II and you have a bloody mess.


I like the new 6 month promo though so you could use a pink Paisley logo and I'd still stick around.Smiley Happy

Two L's?  I see two I's? 

Model Citizen / Citoyen Modèle

SIMon seems to be broken since the site update. He is responding in French even when viewing the Public Mobile website in English.Screen Shot 2019-08-19 at 8.55.23 PM.png


@XionBunny wrote:

Wow, I'm really loving this new design, it feels more professional, the other felt basic, it's like night and day. I'm feeling hopeful for the future.

Looks like the selfserve site is down, or is it just me? Smiley Sad


Edit: Works with Chrome but not with  Edge.

Good Citizen / Bon Citoyen

This new look is AWESOME! Great job there designers.

@PoogzleySeems to responding in English just fine for me



Screen Shot 2019-08-19 at 6.03.34 PM.png


@stonechucker  im pretty sure Canada wide and provincial costed the same in plan builder on 3g plans can't remember full lte. 


Also iirc  picking 3 item was always cheaper than 2. And pre-made plans were cheaper than plan builder aswell. 


If the focus has been on pre-built what's the point of a almost hidden feature, thaT few used since the advent of pre-made.


Yes 90 day plans but 30 day pre-built were cheaper. Yes full lte, but I'm guessing there has not been much purchases compared to 3g. Plus full lte is now a reason to upgrade to Koodo. 

Model Citizen / Citoyen Modèle

The new online ticketing and system and self serve improvements should be awesome! 


The new branding is different for sure. What do you guys think of the logo? 

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