Hi there, I've had the $15/month plan for about 6 years now. (edit: I've been with Public Mobile for 6 years on this plan, and I started with the $10/month plan that is now gone. I swapped to the $15/month plan to take advantage of the minutes and texting.) Today I received a message saying that I'm about to run out of minutes (edit: about to run out of minutes on my add-on).
I logged into the PM account management, and I am out of minutes on my account and I have also used up every single minute add-on. (edit: Almost, about 90% of) All my calls were incoming from someone in the same city as me.
I tried looking it up on these forums, but everyone else said that their plans were still working (up until the recent post in June 2023), and that it was a graphical error on their side. But I feel like I really don't have any minutes or add-ons anymore. I also double checked my "usage history" and it really is all incoming calls from the same number. (It's a 587 area code number from Alberta if it matters.)
Did the plan actually change or is it just me?
EDIT 3:
-I have confirmed that incoming calls reduces my minutes
(Above) I made an incoming call with a duration of 38 seconds. It is my only usage for this day
(Above) My plan minutes usage has increased by 1 minute. (CS_Agent had made an adjustment to my account and added 95 minutes to test with.)
-For what it's worth, CS_Agent has confirmed that I have unlimited incoming minutes, and that I have not used my monthly 100 minutes (yet they were still reduced?).
-CS_Agent claims my add-ons were depleted because of outgoing calls (yet I didn't use my 100 monthly minutes, but somehow I used my add-ons?)
EDIT 2:
-No it's not my voicemail
-I am sure that I have no more minutes
-I have refreshed the PM account page
-100% guarantee these people are in my City that I'm getting calls to/from. It's all family.
-I had add-ons from all the winter giveaways every year until now, and they were not used. +500 minute plan I bought at the beginning for "just incase" I needed it at times
-I had checked in the past month (? hesitant on this one, but at least the past few months) and there were still thousands of minutes.
EDIT 1:
1) I went ahead and Downloaded my Usage history. My plan goes from the 24th to 24th, but I started at the 23rd to even give it one more day.
2) I filtered the data to hide Incoming/Outgoing Texts, Data since these are irrelevant. We are only looking at incoming/outgoing calls.
3) I split the times into columns delimited by the colon in Excel. So 1:23:22 (1 hour, 23 mins, 22s) becomes 1, 23, 22 (csv)
4) I rounded all the seconds up to 60, assuming that seconds don't matter and it'll go straight to the next minute up.
5) I added hours, minutes, and seconds separately. I also kept incoming/outgoing separate.
6) We observe that I have less than 100 outgoing minutes, but my monthly minutes are expended. (Even though we are adding an additional day-- 23rd)
Below are the photos of the above edit, with captions
(Above) Monthly minutes used up, 100. No visible voice add-ons.
(Above) a portion of the split data is shown for incoming. Top right shows the summation.
(Above) A portion of the outgoing calls to get a sample of what they look like. Note that the darker column is the rounded "seconds" because I wanted to add them as minutes.
Haha I did think of that too, but I did check it as well. (It's just really hard to get the screenshot since the minutes are at the bottom of the right column where the addons are under the data addons and the left column is so short)
So it's been a few hours, nothing has changed about the text bar. It's still missing. But here's the minutes add-on (I bought the 500 minutes and they just edited it to add 500 to that. So it looks funny there too)
(Above) Showing minutes addon and current minutes in account, both still currently at 0. There's a timestamp too, but it will be Alberta time. Screenshot has such an awkward place because I tried to get both the left side minutes and right side minutes to show in the same picture and my screen is only this tall. (I guess I could zoom out)
(Above) It's the same photo as the previous one, but I zoomed out just so we can see all the stuff at once
I actually believe you that there's something still messed up, since all the things you have pointed out are indeed weird and don't make any sense. (Plus I have another account that looks just like Grinch's) I'm not 100% convinced about the "seeing another plan" either, because my other account can also see the other plan. (Account2 was changed to the $15/month plan in either December 2021 or January 2022. I know this for a fact, so this cannot be a super outdated plan.)
However, it does feel like the current plan is at least working as intended (??? Watch me be getting charged for texts somewhere secretly. I should've tested out the 1mil texts or whatever it was.)
CS_Agent told me that they escalated my ticket, and gave me a reference number, and that the replies are usually between 24-72H. If they can give me a straight answer -- I will probably change the solution to this post.
Actually, I went to check my other account (account2)-- and it shows the same plan as the account with the problem (account1). I also checked the subscription and I can see that I can still select a different $15 plan, which means I'm also on a different $15/plan
However, the text display is different for the text messages.
Still not sure if my account was just messed up or it was actually my plan, and not sure if by switching my plan I destroyed all the evidence, haha.
(Above) A different account with the $15/month plan, but the wording on the text messages looks different. The subscription looks the same as the account with problems though
(Above) Screenshot showing that I can click a different $15 plan
Just tagging @Nezgar because I guess life is weird. But hey! If the "new plan" works that's fine too, but I guess there's no guarantee that I wasn't bugged.
Hey @dust2dust @Nezgar
I just wanted to give you guys a quick update. Tagging dust2dust because I just wanted to show you that my account is even weirder now lol.
CS_Agent:
-Nothing new here
I went ahead and followed Nezgar's suggestion and "swapped" plans. (From $15 -> $15). I swapped right away instead of waiting for October 24, so we can see everything reflected immediately (?)
(Above) This is my account now. There's no texting listed though, hahaha so it still doesn't look like Grinch's screenshot
-So I went ahead and tried receiving an incoming call (<1min).
-I also texted myself to see if the text thing will show up.
-Then I spammed the refresh icon to see if anything would change. (I clicked it at least 10x, I even clicked a different page, came back and clicked it again.)
(Above) My "Usage" with a new incoming call of 44 seconds, and 1 incoming text message. That's all for today besides the test incoming call earlier
(Above) After refreshing a lot, it seems like my minutes don't get used (?) but my texts also don't show up so it is what it is
I also went ahead to check on a different browser while writing this post. (So it's been a few minutes, etc)
(Above) Screenshot of two different browsers but both displaying same information. So surely it was updated... right?
Thank you both for replying and keeping up with me until now!
I called myself after I sent you those screenshots and I did lose a minute. So yeah my incoming calls are definitely without a doubt, counted as minutes.
(Above) Screenshot showing usage, refreshed after an incoming call was received (Total 38 seconds call was received)
Dang I thought something changed because my screenshot looks different now that I added minutes, but I also received a reply from CS_Agent (am I allowed to share private messages here?)
(Above) Unmodified full-screenshot showing my new minute add-ons and my current minute usage. However, upon further investigation-- the CS Agent manually adjusted my minutes so that I could test calling and see if it works.
However, following your suggestion I went into the subscriptions tab. There is indeed a $15 plan at the bottom, and my wording is different from yours. (I am not going to change my plan at this very second just in case it's better for the CS_Agent to review)
(Above) Full-screenshot showing the wording of the "current plan" on the subscriptions page
(Above) Photo of what the "new plan" looks like if I click on it. Screenshot is minimized because I'm not interested in showing off my payment methods to the world, lol
@Xue1- One additional thought to confirm if you have an old version of the $15 plan... When you go into your account to change your plan, if it shows a $15 plan as an option to select in the options below, that would further confirm that the $15 plan you are on now is different than the one currently offered.
When I go into my account right now, I do not see a $15 plan listed in the options to switch to. Also you can compare the exact wording of your plan against mine, which I "switched to" last month, September 2023:
