Upcoming Changes to our Old Rewards Program

[J_PM]

Hey Community,

We have an important announcement to share with our subscribers who are currently enrolled in our old Rewards program.

We’re making changes to our rewards program and are sharing how these changes impact some of our subscribers. Starting in May, we’ll be retiring our old Rewards program and moving all subscribers to our Public Points™ program. 

We launched the Public Points™ program in January 2022 to provide our subscribers with more ways to earn and spend rewards, with greater flexibility. As part of our commitment to continuously evolve our products and services, it's time to retire our old Rewards program and shift our focus on enhancing our Points program.

To show our appreciation for your continued loyalty, subscribers on our old Rewards program will receive a special thank you. We'll send you a text message when it has been added to your account by March 31st. 

We’re excited to continue providing you, our valued subscribers, more opportunities to earn and spend rewards with Public Points™ moving forward.

To learn more about your move to Public Points, check out our FAQ here.

The Public Mobile Team

[HALIMACS]

LOL @jakeoh1 

I feel they knew it would cause outrage.  I'm quite pleased many are speaking up - it's important to keep them accountable for their choices.

I still, whole-heartedly, believe their hope is to trim the number of customers on the $13 & $15 plans.

What would be nice is if Public Mobile would elaborate how Public Points is being enhanced  ... with more opportunities to earn and spend.

When is that coming?

The people want to know.

[Shan_Bhai]

When I initially joined PM in 2017, their $25 plan with 1 GB data, along with inclusive calls and texts across Canada, was considered a good deal. However, over the years, their competitors caught up. Nowadays, PM falls short as a wireless provider with inadequate customer support and outdated network technology. My recent experience with their US-Canada plan was particularly disappointing. Their antiquated practice of whitelisting phones for VOLTE services caused significant inconvenience while I was roaming in the USA. Despite contacting customer support, I was informed that my phone wasn't compatible for VOLTE, when in reality, their technology couldn't support VOLTE-capable devices.

The introduction of the $24 plan exclusively for new customers was frustrating for me as a loyal customer. Despite my loyalty, I was denied access to this offer, even though PM's VOLTE whitelisting negatively impacted my travel in the USA. I reluctantly accepted this discrimination until they announced the migration from old points to new rewards.

From these events, it's clear that PM prioritizes acquiring new customers over retaining loyal ones. However, there's a silver lining for loyal customers who switch to other providers. I tried Freedom and was impressed by their plans and network connectivity. Unlike PM, Freedom enabled VOLTE for my phone hassle-free, allowing me to roam in the USA. Both Freedom and PM utilize AT&T and T-Mobile for roaming in the USA, but PM blocked VOLTE, whereas Freedom didn't.

To fellow mistreated loyal customers, there are numerous better options available than PM. I encourage everyone to explore other networks, and if unsatisfied, consider returning to PM as a new customer to receive similar rewards. PM's recent actions serve as an invitation for us to explore alternatives and break free from this declining service.

[jakeoh1]

– Allright, we can't keep having two rewards programs, it's just too much maintenance, it makes no sense and just cost us more.

– Maybe we could just shut down the old program?

– But didn't we promise them they would get these rewards as long as they're customers?

– Most of them won't notice or bother. Just throw a random bonus somewhere and they'll fold.

– Like what?

– I don't know, like 20 GB of data that they can only use for the next 6 months. They won't even use it, so who cares, they'll think it's fair, they're idiots.

– Right on! Let's give them, I don't know, like 240 GB OF DATA FREE!!!

– Hahaha

[swlucas]

You promised ongoing loyalty, autopay and referral credits when I signed up a few years ago and you are now reneging on that promise presumably because the loyalty credit is becoming valuable as it reaches its 5 year point. I note this is now your second attempt to evade this commitment, now using the camouflage of your rewards program. Clearly this promise was a deceit aimed to lure us in as you obviously no longer care for loyalty (if you ever did). The loyalty credit is not the same thing as it was an intrinsic part of the offer. While I note the referral credits appear to remain, your reward program appears to offer a mere $10/yr in value for loyalty vs the $60/year I have from 5 years of loyalty and I see no reference to the autopay credit.

You are certainly within your rights to change the terms for new customers but you should be grandfathering existing customers. I shall be filing a complaint with the CRTC/CCTS to request they take action to ensure you make the necessary changes to continue with the existing referral and loyalty credits.

This type of "bait and switch" is so unethical. Ugh. If only we had real competition.

[HALIMACS]

Only if they're on Legacy Rewards, @Dunkman .

Or is Public Mobile feeling charitable and giving data bonus's to ALL subscribers?

Are you on Public Points @mikasik2 , or Legacy Rewards?

[Handy1]

@Geekedout yikes seems like the greedy sticky fingered company is not going to back down on sticking there hands in our pockets to take all that they can . Well next time someone ask me about PM  I’ll just show them the reviews here 

Is that worth saving $1 . No live support .no wifi calling constant dropped calls , and a website that you can’t update your credit card . Not worth the hassle to get in bed with these rascals 

[Dunkman]

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@mikasik2 wrote:

Can anyone confirm if I switch to the 3G $15 plan if I can use up my holiday data bonuses?

---

@mikasik2 

You will be able to use any old holiday data bonuses. 

However, you will lose your bonus data add on (either 5GB, 30 GB or 240 GB - expiring 150 days) as per FAQ on the announcement.   

[T-Rex]

The automatic discount is the only reason I subscribed to PM - otherwise their plans are exactly the same as everyone else! No reason to stick with PM now. 

[Geekedout]

 

 

 

[Grinch]

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@HALIMACS wrote:

@ShawnC13 

I believe people are just reacting when they threaten to immediately leave.

After a period of sober second thought, they are likely curious to know what will happen in the next six weeks with respect to this matter and any promised enhancements to public points.

Indeed, leaving at the start of a cycle is probably ill-advised, however, maybe customers are getting huge incentives from other providers to go there, in which case, why not.

I’m still of the belief that Public Mobile is almost hoping to have those on the $13 and $15 plans leave. 

I’d say one way to stick it to them is to stick around on these plans until at least they’ve maximized whatever freebies they’ve been given or still have on their accounts.

---

Correct. Some that say they are leaving, will leave immediately, some will leave when things align for them, some will leave once they get into the NEW rewards,  some will leave with loss of referrals, and some will leave when what they pay PM is same or less elsewhere. And we (legacy customers) will all pay MORE. I am personally committed to say….the loyalty program will not keep me with any Telus product. In the next months, one of my three PM numbers will go to VoIP. And for sure in 2 years time, my TV and internet will no longer be with Telus. <= because IVR prevents me having a connection, crappy customer service, lied to numerous times, and cannot talk to a CSR in Canada. 

PM so far has not mentioned how they plan to improve retention. So far it’s all on us..paying more…or really stepping up referrals. My average loss of referrals is 48% and kind if makes it not worthwhile, doesn’t it?

[Wolfcore]

Next year (but probably earlier), I think it'll be the announcement that a bunch of those new "boxing day" plans, will be getting a $5 increase, which will cause some more outrage. That, or the official removal of 3g plans altogether.

[Wolfcore]

Don't forget that A LOT of people also use WhatsApp for texting/voice calls (which is free, and uses minimal data). Me personally, maybe 2% of the people I message, are via standard sms messaging, everybody else is WhatsApp. Fizz also offers a big discount if you remove texting, so that may be another good option for people to consider. Incoming texts are always free via sms as well, so even if somebody messages you there, at least you'd still be aware of it.

[mikasik2]

Cool thank you!

[HALIMACS]

Yes you can @mikasik2 

[dabr]

@public_999   Absolutely, agreed.  I was going to mention those points as well about how some customers were probably duped (bait & switch) into upgrading their plans with some great deals thinking they'd be paying a lot less with the legacy rewards but just didn't have time.  Those customers certainly have plenty of reason to be feeling more than a little aggrieved with this announcement along with those on the basic plan/s.

The other part that irks me about all of this is that we are talking about budget 3rd tier provider with limited customer service model along with the never seeming to get fixed ongoing problems and glitches with their payment system/website issues to mention two.  I'm sure most of us tolerated these shortcomings due to the savings we were getting with the legacy rewards as other carrier flanker brands have also offered the government required $15 plan for as long as PM.

Since the launch of the points system, we've seen at least one major change each year from how PM used to do business.  Last year we lost roll over data and, of course, there was no Xmas freebies last December either although less important, of course.  Cherry on top was PM quietly removing the conversion points credit for the points program one day before this announcement.

I wonder what will be next year's surprise...

[mikasik2]

Can anyone confirm if I switch to the 3G $15 plan if I can use up my holiday data bonuses?

[jakeoh1]

Extra: there also seems to be a very active community of Fizz users on Reddit where you can get refferals and even give/receive data if you need or want to share for a specific month.

[RetiredGuy1]

@eyes it appears you have bundled services with Bell? If so, yes thats great value for 120 GB 5G on a mobile plan but its on condition of being bundled with other services so not a fair comparison to a stand-alone mobile plan

[hTideGnow]

hi @eyes but do they have the Community and Oracles that you like there?? you are ready to move?? move again??

[jakeoh1]

I juste checked the Fizz phone plans and it will be better with my profile. I'm currently on the 34$/50 GB data plan with PM - minus 9$ in rewards that will all but disappear. However I use 10 GB max per month and do very little phone calls.

Fizz has a 21$ plan with 20 GB of data (unlimited text messages) if you are willing to pay .25$ a minute for phone calls.

Without PM rewards, this is a no-brainer for me. Hope it helps for people in the same situation that have access to Fizz. Will be porting out the four family accounts in May.

[HALIMACS]

@ShawnC13 

I believe people are just reacting when they threaten to immediately leave.

After a period of sober second thought, they are likely curious to know what will happen in the next six weeks with respect to this matter and any promised enhancements to public points.

Indeed, leaving at the start of a cycle is probably ill-advised, however, maybe customers are getting huge incentives from other providers to go there, in which case, why not.

I’m still of the belief that Public Mobile is almost hoping to have those on the $13 and $15 plans leave. 

I’d say one way to stick it to them is to stick around on these plans until at least they’ve maximized whatever freebies they’ve been given or still have on their accounts.

[Matty1234]

Please share, interested in their excuse to dismiss your complaint. 

[public_999]

However, it's very possible many people considered their discounts when upgrading their plans and without the discounts, the plan may no longer make sense based on their usage.  When Public raised the cost of the $10 plan a few years back by 30%, many subscribers took the opportunity to upgrade to the $15 plan because for $2 more you're getting 250 mb of data. I'm sure that was the intention of the 30% increase anyways, to push people to the next level plan.  I never upgraded because I don't use the line as my daily driver and I suspect there are many more like me that held out.

Personally I think that if Public wanted to get subscribers off the legacy reward program they should have made it a condition to upgrade to their promo plans.  Then the consumer is making an informed choice.  I went through this with Freedom being the beneficiary of 35% lifetime discounts on 3 of my lines.  I eventually forfeited my discounts in order to avail myself of some of their promo plans that better suit my needs.  A win-win for both consumer and provider.

[Wolfcore]

If they offered you a compromise, that's interesting. But my guess is they just gave the same answer they're giving to everybody else, which is that it was in their ToS, they can do what they want, and the action hasn't even officially taken place yet anyway, and blah blah. Surprised they responded so quickly though, considering they have 20 days to respond or whatever.

[Geekedout]

I just received an email from the CCTS. Enclosed in it is Public Mobile's rebuttal to my complaint!  If anyone is interested hit me up!

[ShawnC13]

@wetcoaster I do know that this hits the lowest priced plans the hardest, there is no doubt about that.  I have said for a while now that it has been the lower end plans (pricing) that have taken the biggest hit over the last couple of years with no real betterment to the plans.  That is an area that doesn't get refreshed plans or more data for a bit less price. It is stagnent. 

[Public_Cust_17]

@wetcoaster  your little fine print lol.. trial of a prepaid sim is totally the plan if I decide to leave. Make sure the network is good and works for me then go from there. I've already had Bell, Koodo and Virgin prior to joining PM 6 years ago. I always do my homework.. I just kinda wish I didn't have to again because I was content with PM up until this point.

[Matty1234]

Got my sim from Fizz today, I guess I have a month to see if Public Mobile decides to reverse this decision (renewal is April 14).

Fizz also have international roaming, so I guess that's one benefit to switching regardless of their decision. If fizz doesn't work out then I might try lucky 

[Wolfcore]

Yeah, I wouldn't worry about PM too much. Send your required messages out, and then go straight to CCTS.

There's a lot of evidence you can point back to, including a page that says we'd keep earning these loyalty rewards as long as we remained a customer. You can also add a screenshot of when they first introduced Public Points, and they say that it's optional to switch. Even from this latest announcement, under the section of "why am i being moved to public points", they state "to enhance our rewards offering and ensure we're providing the best possible value to our subscribers". We're objectively getting worse value from this change, so this is a lie as well.

Anyway, there's more than enough sufficient evidence out there to at least file the complaint.

[wetcoaster]

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@ShawnC13 wrote:

Ok question time, I have read a lot of posts about people willing to pay more for same/similar services, will never use a Telus provider again and are leaving in May.  If the trust has been broken so bad why wait?  If the rewards were change to be maybe a bit closer to the original would you stay?  I am just asking because Telus knows not everyone is leaving.  If everyone has had the trust broken so bad that they can never support Telus again to make a real impact they should have ported out the day they got the message of the changes.  I know some people did, but a lot haven't.

Might not be a popular statement/question but when people are saying they will pay more and are leaving in May why even give Telus 2 more months of your money?

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I help manage  a whole bunch of accounts, a fair amount of them are $13 plans. Ever since the 30% price increase (without any additional benefits) we have monitored options for these plans. I moved a few of them to Freedom at BF/BD, plus for one where usage changed considerably the timing was perfect for the BC port promotion. The others would have stayed at PM "long term", but now we just can't justify paying full price for extremely little included features, when these people are already seriously scrambling to keep a roof over their head and get a proper meal a day. We will use up remaining available funds and data and will port out as soon as we are faced with paying the full $13...

Those plans were great for the according subscriber group at $10 bucks when they first came out. While some people downgraded their existing PM plans, I ported several lines from SpeakOut because of better value (for some going back there is a real consideration now). I believe most of my referrals would still have switched if the $10 had been excluded from the rewards program, similar to the 10day plans in the plan builder. I argue that, had PM taken that route when launching the $10 plan, there wouldn't have been the need for the 30% increase two years ago (which arguably was to offset all the $0 payments that this plan made way easier). And, if they didn't see a 100% price increase now (again, with no additional perks), there would be less disillusionment and people would be more likely to stay here. So, technically, Public Mobile is actually punishing these vulnerable clients the second time, for something that could have been forseen and mitigated before the launch of the plan. It might not have been as popular, though.

I gather that, unless someone is in the situation themselves they don't understand what it means, but I say it again: This is hitting the low cost low usage plans the most. Trying to bully them to take this lying down and discouraging them from porting to a better value option is disrespectful. (Yes, of course, it is a step up to pay $119 when your yearly bill used to be $72, but as of May, PM is going to be $156. So paying $47 more, but still saving $37... in fact if you compare that $119 by features (unlimited Talk & Text, 1.25GB at 4G), it would actually be $300 at PM as of May. For these people the network is similar if not better at the other provider, so that is not an argument.)