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

[RetiredGuy1]

Given the themes that have emerged in the forum and an observed increase in new posters (perhaps struggling to understand the negative feedback), or potential new customers hearing about this negative feedback elsewhere, the following could serve as an updated FAQ regarding the change in rewards programs:

Q.  If a customer has been with PM for 5 or more years, they had received $60 per year as a loyalty reward. A newer customer (since Jan 2022) has received 10 points or the equivalent $10 per year. Now, regardless of how long one has been a customer, everyone gets the equivalent of $10 per year. Is that a consistent approach to recognize loyalty?

A. No, but we don’t care

Q. Previously, a customer could have their rewards applied directly to their monthly bill. Now, a customer needs to accumulate 15 points ($15) to apply against their bill and must remember to do so and log into their account themselves to make it happen? Is that an improvement in client service?

A. No, but we don’t care. We’re hoping customers will accumulate 15 points ($15) and perhaps forget to log into their account to apply it themselves. Then, if they decide to leave to one of our competitors, we save money. 

Q. Customers on the 3G plans could be described as light data users interested in a very basic plan. Customers on a 4G plan want a moderate amount of data and may not have a 5G-enabled phone. Customers on a 5G plan, for whatever their individual reasons are, are paying the most to PM. However, currently your 4G plans are for new customers only. Could you explain your rationale behind this?

A. By removing the previous loyalty rewards offered, those on a 3G plan will be paying more and are not likely to move up to 4G (or 5G) as they’re light data users. Those on a 4G plan will be paying more and are not likely to move down to 3G because they’re moderate data users or to move up to 5G as those plans cost even more. Those on a 5G plan will be paying more and the temptation to move down to a 4G plan will not realize the actual savings by comparing costs since the removal of loyalty rewards effectively removed the “discounting” of plan prices. So, our rationale is we make more money regardless of our customers profile.

Q. There was a previously-offered bonus for joining the new points system which provided 1 point for every month a customer has been with PM. That has since been rescinded. A new bonus has been given which offers additional data (amount dependent on subscribed plan) that expires in 150 days and is only available if a customer doesn’t move to a lower-priced plan. For those who don’t use their plan-allotted data or wish to optimize the use of the bonus data by moving to a plan that offers less data, is there really any benefit to this “gift”?

A. No, but we don’t care

[dariovitale]

In Canada thats been around for years......its their way of saying "you'll be throttled down to 512kbps". There has to come a day these companies need to stop there current data practices and come up with FULL SPEED unlimited data plans just like home internet plans cause there is no valide excuse. They do it in other parts of the world. 

[dariovitale]

For example, if your unlimited plan has 100gb its 100gb at full speed. Then after that they throttle the speed down to 512kbps slower than turtle speed. BUT the data bonus they are giving is added to the 100gb at full speed. 

[sa7375]

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@Public_Cust_17  That is exactly where I stand, though I haven't moved yet along with my three family accounts. I would like to continue with PM so long as they offered something similar in pricing to the Freedom Mobile's Annual Plan of $119.


@Public_Cust_17 wrote:

@sa7375   I hadn't really thought of that as I rarely check my rear-view mirror once I've decided to move on but since you asked, yes if I'm able to still sign on here and post an update I will.  🙂

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[sa7375]

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@fixin   At one time, and that is about 5 years back, Freedom did not enjoy a good reputation for the quality of their calls, though it must have improved over the years. Also, because their $119 plan offers VoLTE, the quality of their calls within the GTA should compare favorably with other established providers. Any comments?

@fixin wrote:

@sa7375 - Probably to not entice customers because the $15/month plan is $180 annually.

Freedom does seem like the #1 provider for annual plans, despite that they don't have the ability for all Canadians to have it yet for their MVNO service.

$99/year talk & text = $8.25/month.

$119/year talk, text, 15GB = $9.92/month.

$149/year talk, text, 30GB = $12.42/month.

Those plans are crazy cheap (If you live in the Freedom Coverage.)

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[JohnDoe3]

True. My perception of Bell is they gouge. My perception of Rogers is that they're relatively incompetent. Imagine if enough know-how came together to enable ad-hoc participation of wireless towers to enroll as part of the freedom mobile network? If you could de-couple the role of provisioning the tower from the role of administering the network, then people with a baseline level of supporting services (power, internet above a certain bandwidth, maybe battery backup, etc), could check with CRTC on allowance of placement for certain categories of wave bands, and just stick up a small off-the-shelf tower. Then suddenly you have an organic distribution of 5G availability as diverse as the populace because we let ourselves sort out the bridge from the tower to the rest of the networking, and the hardware deals with all the cryptography. Then it becomes really easy to go to Freedom and say "ya, I'm within home network coverage", and the cost you pay vs the cost you make for the usage of the tower is sandwiched by the wholesale rates for roaming. If the costs don't work out, then your tower disconnects if it can't enlist within the cost structure required. And all of a sudden you have a ton of places where Freedom doesn't need to pay other telcos to roam on their networks.

[Chauakas]

Why you guys offer data to customers who are on unlimited data plan, if it meant to disappear when they change the subscription plan?. How in the world anyone can use the promotional data if they are on unlimited data plan.

bs everywhere 

[fixin]

Woah, Unlimited Data back in 2013? Just was looking up something on Google and a MobileSyrup article about the Unlimited Data Plan changing to 1GB in May of 2013 / 2014 caught my eye.

[Public_Cust_17]

@dariovitale Dirt cheap and I'd say pretty good value for the money with the 4G LTE speeds, 15 GB data and unlimited Canada wide calling and International text..  This pre-paid yearly plan is my personal exit plan after I spend a month on their $19/month plan to see if it's even half decent for me. 

Something else that I found very interesting in their terms and conditions "Once your full-speed allotment is depleted, you will continue to have access to data services, with no data overage fees, but at a slower speed".  That's the first time I've ever seen that offered by a mobile carrier!

[JohnDoe3]

They're effectively doubling the cost of the lowest plans, so as long as they don't lose more than 50% of that category, the ones who remain are paying the losses of the ones that left. Obviously the math is different at different tiers, but that's the gist of the logic. Besides which, it doesn't matter if it's $1M loss or $10M loss, money is money, and a decision that loses money in the long-term is a bad decision.

[stormy13]

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@Cheefster wrote:

Dear Public Mobile. Please just call the forced switch of the legacy rewards to the new Public Points system what it is: Devaluing loyalty and reducing rewards. I've been with PM for 4 years on the $25/month plan, referred 6 people, so here's how the legacy Rewards system compares with the new points system:

	Legacy Rewards	New Points
Autopay	$2/month	5% ($1.25)/month
Loyalty	$4/month (4 years)	$0.83/month (10 points/12 months)
Refer-a-friend	$6/month	same
Helping others	same	same
Total	$12 off	$8.08 off

Worst of all, I now have to go in every month to spend my points, rather than having the money automatically taken off my bill. 

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Really wish people would stop posting things like this as there is zero monthly deductions with the points system unless you manage to earn at least 15 points per month. The part about having to remember to log in once you have the 15 points I fully agree with though.

[Croatian_Cowboy]

Thank you.  I will start shopping for another provider before may.  That's exactly what I needed to know. 

[Yatti4201]

Forcing me to use stupid reward points? Nahh. Ill leave if my bill goes up. 

[Gruumine]

Time to move to a different provider. I got 4 lines and I am going to move all of them….

[Dunkman]

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@Croatian_Cowboy wrote:

So what I'm wondering is I've been with PM for 5 years so I have a dollar off for every year I have been with PM.  Plus 2 dollars for auto pay, so with this new rewards program does that mean I lose everything and go back to being treated like someone who just signed up ?  Because if that's the case I will be looking Elsewhere. The entire reason I even joined PM was because of the loyalty rewards and now I'm thinking my 5 years of service means nothing?  Can someone answer this for me?  I can't find anything on it.  Please help. 

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@Croatian_Cowboy 

You will be paying full original monthly fee starting in May 2024.  There is no monthly autopay or loyalty rewards.  

You will get 5% back in your plan payment in points.  Once a year on your anniversary date (sign up), you will get 10 loyalty points.  If you referred any friends, you will still get 1 point for each friend referred as long as friend stays with Public mobile.  You will also need to manually convert 15 points to $15 bill credit.  

Here is some more info:

https://www.publicmobile.ca/en/ab/get-help/articles/public-points

[dariovitale]

AND THERE ARE FEW THINGS TO REMEMBER AND LOOK AT..............Without any service from a single provider and without a sim card inserted people can still make 911 calls. Its a old federal gov't law that was passed since the early days of mobile phones just like some free to air antenna tv channels. Also some people are using apps like WHATSAPP, MESSENGER, IG AND SNAPCHAT  to make audio and video calls. Companies like Fonus are getting popular as well people purchasing dirt cheap prepaid plans based in other countries that work here in Canada. 

[hncfreyja2]

Yeah, PM, we're not buying what you're selling.  You tout "more ways to earn and spend rewards, with greater flexibility" and "enhancing our Points program" yet fail to provide examples as to what that might be.  I'm sorry, but nothing trumps extra dollars in our wallets.   I've always sang the praises of PM to everyone I know, but now you're just like everyone else.  And now every time I have to sign in to apply these stupid points (when discounts were auto-applied previously, let's not forget) I have to put in that ridiculous Eversafe code that drives me crazy from this forced two-factor crap that I neither need nor want yet are forced to use -- yippee!!!  Yep, not impressed. 

If you were looking to anger your existing and loyal customer base, you've done a fine job in accomplishing just that.  Give yourself a raise!  You can use the money taken from us to pay for it! 

[dariovitale]

"If you just compare in Canada, 2019 to 2024 alone, we're offering in some cases 10 times more data for $40 less a month," said Bibic..............I have a relative who worked 40yrs for Videotron as a linesman and infrastructure foreman. They told me 100mb to 1,000,000 gb of allowed data does not cost any telco company higher prices, hardly if any. Its bull. 

[Croatian_Cowboy]

So what I'm wondering is I've been with PM for 5 years so I have a dollar off for every year I have been with PM.  Plus 2 dollars for auto pay, so with this new rewards program does that mean I lose everything and go back to being treated like someone who just signed up ?  Because if that's the case I will be looking Elsewhere. The entire reason I even joined PM was because of the loyalty rewards and now I'm thinking my 5 years of service means nothing?  Can someone answer this for me?  I can't find anything on it.  Please help. 

[dariovitale]

For light users I think people should be looking at FREEDOM MOBILE'S prepaid yearly plans. Dirt cheap. 

[dariovitale]

With the other 5 cell lines I have bundled with Telus and Telus home security with each cell line costing $20 a month with each 50gb data and Can-US call and data roaming included I decided to let go of PM as they have nothing close to what their parent has been providing me.....................remember, it's never about the customer's wallet. 

[dariovitale]

And the device manufacturers pay $10-20 cost per cell phone. 

[fixin]

@RetiredGuy1 - Agreed! If they remove something, add something. But New activations shouldn't be there in the first place. You will have more time getting a existing customer to be loyal than a new customer who isn't loyal at all and ports soon after.

[RetiredGuy1]

From that same commiittee hearing:

“Last November, Canadian wireless companies collectively spent about $2.1 billion on chunks of 5G bandwidth in the federal government's most recent spectrum auction. At the time, experts said the cost of spectrum incurred by the carriers could lead to higher mobile prices as companies recoup their investments.”

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Lets connect the dots: big investments in 5G infrastructure…PM launches Canada’s first 5G subscription phone service…and now that legacy rewards are retiring, the 4G plans are only available to new subscribers so existing legacy rewards subscribers on a 5G plan are forced to pay more for staying on their 5G plan (which Telus/PM wants) without the ability to essentially maintain their plan cost by downgrading to a 4G plan. As has been pointed out by many others, 3G plan subscribers are screwed the most as they’re on those plans for a reason (light users) and are now paying more for the same service. A brilliant business strategy but hardly an approach that promotes ethical conduct.

[RetiredGuy1]

A link to a news article with a bit more detail on the March 18 INDU meeting with the 3 telecom CEOs:

https://www.cbc.ca/news/business/telecom-ceos-committee-wireless-prices-1.7147718

Note that “Entwistle added the "missing" element of the conversation pertains to the cost of the physical cellphone itself, which he said can make up nearly half of an overall mobile bill. "That's an area where we do not control the economics," he said. ‘At the end of the day, those economics are determined by the device manufacturers."

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That would hold true for plans that include a phone but PM operates on a BYOD only model. Reading between the lines, is it possible the retirement of the legacy rewards was to raise revenue for Telus itself and not because PM itself was an unsustainable enterprise as has been suggested by some? If so, I guess its the fault of all those expensive phones from Apple, Samsung, Google, etc for the retirement of the legacy rewards.

[softech]

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@hkjhkj wrote:

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@Dunkman wrote:

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@hkjhkj wrote:

With the new point system, there is no longer any incentive to keep the auto-pay on, right? 

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@hkjhkj 

Correct, there is no longer incentive to keep on autopay since there is no monthly autopay rewards with the points system.  

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OK so the 250mb is now included in the $15 plan correct? I thought it used to be an auto-pay bonus before.

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@hkjhkj  it was supposed to be an autopay bonus for the $15 plan but for the longest time, PM has been giving the 250Mb for free with or without Autopay setup for the $15 plan.  But now, they make it simpler for all plans, there is no autopay setup required for that autopay bonus data, it is part of the plan now

[HALIMACS]

"Otherwise" simply meaning not permitting free comments ...  'moderating' them.

That's a question for them, not I. (but, they likely won't clarify ...  🤨)

[Calgarian]

It’s pathetic that Public Mobile, like most of Canada's teleco's, think they’re so clever with their ridiculous statements like “provide our subscribers with more ways to earn and spend rewards, with greater flexibility” as if they’re more intelligent than their customers. There's nothing more flexible than cash in my wallet. Just call it what it is: “We want to end your rewards by creating a point system that is decoupled from the dollar so that we can devalue the points. You will accrue points that we hope you forget about so that we can expire them.”

Instead customers still see through PM's scheming, while they word smith a dishonest insult to our intelligence. Way to go.

[Public_Cust_17]

@HALIMACS   "otherwise" meaning?? posts that aren't complimentary to PM... yeah, guilty of that but it'd be nice to know what was removed and for what reasons.  😕

[Skrenes]

Was there a change in management at PM recently? Did this person come from Bell or Rogers? What's with the sudden shift to screw over loyal customers by offering plans only available to new customers and eradicating anything resembling loyalty perks? I have four lines and this change is going to cost me nearly $250/year extra because I've been with PM for nearly 6.5 years -- and that's if I regularly waste my time signing in to use points.

I also may as well start looking at other offerings because I can just switch whenever I feel like it since there's absolutely zero perks to being a loyal customer.