[Feature] Please sent email notification before account get's disabled.

[Tilo]

Would it be possible to sent an email notification like 7days and 2 days before an account get disabled? 

Just got surprised out of the blue for my mother in law account I help her manage. 

E-Mail notification would be very useful. 

[Korth]

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@wetcoaster wrote:I'm sure you don't expect today's CSAs to manually monitor every single account and actually sending you a personal note about any potential problem?? 

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Of course I don't expect the CSAs to automatically or manually monitor accounts, anticipate and proactively correct problems, send reminders, etc.

And I didn't expect these things circa-2016 either. But I still received this service and I appreciated it greatly. I lament that those days are long gone. The Public Mobile I signed up with is not the Public Mobile I'm with today.

[wetcoaster]

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@Tilo wrote:

Thanks. @wetcoaster , That seals it. By chance do you have the subject line and the from address you got it from.

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Subject: Your phone number xxxxxxxxxx will expire in 14 days

From: Public Mobile • publicmobileservice@info.publicmobile.ca

Reply-to: Public Mobile • publicmobileservice@info.publicmobile.ca

Funny enough, despite that reply-to line there's this on the very bottom of the e-mail:

This email address is used for outgoing messages only. Incoming messages are not monitored.

@Korth 

This is a screen shot of an automated e-mail, dated April 14/2023.

Five years ago is a different era, heck, even 2018's Public Mobile was quite different from the pre Fall 2016 promo days.

I'm sure you don't expect today's CSAs to manually monitor every single account and actually sending you a personal note about any potential problem?? 

Granted, things have changed to pretty much the same as we are used to from bigger players in the market, and I agree that the quality of frontline customer service here is quite mixed these days.

[Tilo]

Thanks. @wetcoaster , That seals it. By chance do you have the subject line and the from address you got it from.

I didn't get such emails(yes I checked spam and got other PM emails like auth code, shopping notifications and community updates).

But based on my Chatting with the CSA something was off on the account it seems. 

Thanks everybody for the great replies 

[computergeek541]

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@Korth wrote:

@wetcoaster 

I've received exactly the same email from Public Mobile, about 5 years ago. Can confirm.

But a lot has changed at Public Mobile in the last 5 years. That was the era of active PM mods who had agency and initiative, who fixed customer problems on a one-to-one basis - they would make special attempts to remind customers of impending doom. Now it's the era of impersonal outsourced Telus CSAs following the scripts and shuffling support tickets in a call center - they are unaware of customer problems, unable to fix them, and unmotivated to prevent them.

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The part about the CSAs being outsourced isn't correct. All current Public Mobiles customer support agents are Telus employees.  The former moderators being mentioned from several years ago were actually outsourced and weren't employed by Telus.

[Korth]

@wetcoaster 

I've received exactly the same email from Public Mobile, about 5 years ago. Can confirm.

But a lot has changed at Public Mobile in the last 5 years. That was the era of active PM mods who had agency and initiative, who fixed customer problems on a one-to-one basis - they would make special attempts to remind customers of impending doom. Now it's the era of impersonal outsourced Telus CSAs following the scripts and shuffling support tickets in a call center - they are unaware of customer problems, unable to fix them, and unmotivated to prevent them.

[wetcoaster · Accepted solution]

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@Tilo wrote:

this entire thread went off the rails very quick....

My feature request was for an email notification before account deactivation. (Which I'm pretty sure doesn't exist)

Yes auto-pay/reminder on phone & calendar are great but before the provider is killing the account with no way of getting it back would be great to have final notice via email (as the text without a plan wouldn't arrive on phone)

If you claim such a email notification exist please paste the email text here (without any private information tho)
If you like this suggestion vote up and we hope PM listens.... 

Thanks🙏

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I think there was a second one 3 days before deactivation, but it looks like we deleted that one directly.

[hTideGnow]

HI @Tilo   if the account just passed 90 days and deactivated, PM support might be able to help to reassign her back the number.  You just need to activate a new account.  Please check with agent  first

[HALIMACS]

Actually, @Tilo , you asked originally before your account was "disabled", not "deactivated".   

These may sound the same, however could be interpreted differently depending on intent/meaning/language or audience here reading and responding.

So, it seems they were having a very fruitful discussion, nothing off the rails.

This type of reminder before account deactivation (where ALL is lost) would likely not be something PM will spend the effort doing for the select few it may benefit.

However, we can hope, I suppose... and regret to hear your mother-in-law's account was lost.

[LitlLdy]

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@Tilo wrote:

this entire thread went off the rails very quick....

My feature request was for an email notification before account deactivation. (Which I'm pretty sure doesn't exist)

Yes auto-pay/reminder on phone & calendar are great but before the provider is killing the account with no way of getting it back would be great to have final notice via email (as the text without a plan wouldn't arrive on phone)

If you claim such a email notification exist please paste the email text here (without any private information tho)
If you like this suggestion vote up and we hope PM listens.... 

Thanks🙏

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@Tilo , I’m sorry we were not giving you answers that you were looking for! Sometimes when we think we are helping we are not! 😕

I understand you want PM to listen but unfortunately PM doesn’t read these posts for them to listen. We’re all just Customers here. Sorry. In order for PM to know our request we need to submit a support ticket to CSA’s for them to see it. Did you ask a CSA if  “Would it be possible to sent an email notification like 7days and 2 days before an account get disabled? ” It doesn’t hurt to give them your feedback & concerns. Especially when they’re really important to you. 🙂 They won’t know what isn’t ask for. 

[softech]

@Tilo  

I don't have such email myself, by OP on this confirmed she got the email

https://productioncommunity.publicmobile.ca/t5/Get-Support/Deactivate/td-p/959363

Received email my phone number will be deleted in 3 days for non payment 

[Tilo]

this entire thread went off the rails very quick....

My feature request was for an email notification before account deactivation. (Which I'm pretty sure doesn't exist)

Yes auto-pay/reminder on phone & calendar are great but before the provider is killing the account with no way of getting it back would be great to have final notice via email (as the text without a plan wouldn't arrive on phone)

If you claim such a email notification exist please paste the email text here (without any private information tho)
If you like this suggestion vote up and we hope PM listens.... 

Thanks🙏

[DDM69]

@Tilo 

Why not set up auto pay to make things easier?

[dabr]

@computergeek541   Yes, it's just a reminder email to pay up before the account gets deactivated and I also receive an email message saying "something went wrong with autopay renewal" a day after the account gets suspended for lack of payment.

[LitlLdy]

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@Tilo wrote:

Would it be possible to sent an email notification like 7days and 2 days before an account get disabled? 

Just got surprised out of the blue for my mother in law account I help her manage. 

E-Mail notification would be very useful. 

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@Tilo , I never get any email notification reminders from Public Mobile before payment is due. I have my calendar on my phone set to notify me with sounds & popups on the screen of all my bills payments due date 1 week in advance so I will make the payments in time & reminds me again 2 days prior so I can add funds to my Public Mobile account ahead of time. Otherwise I will never remember!

[computergeek541]

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@dabr wrote:

@Tilo   I can definitely confirm a reminder email being received for suspended accounts but not for account renewals.

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At that point, it's really only a reminder to pay again before the account gets closed. The service would have already stopped working. 

[dabr]

@Tilo   I can definitely confirm a reminder email being received for suspended accounts but not for account renewals.

[hTideGnow]

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@Tilo wrote:

Thanks for the input,

Can anyone confirm that PM send out email notification. I'm pretty sure they don't

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Hi @Tilo   if you meant the monthly renewal, yes, they do via Text.  (again, it has been on and off for me in the last couple months, probably some glitches somewhere)

the 90 days deactivation, they do via email

[hTideGnow]

HI @Tilo   You meant suspended or deactivated ?

yes, PM sends text couple days before account renewal date (although last couple month, it has been on and off for me)  and also sends either email or text couple days before the 90 days deadline too.  You just need to make sure you are getting PM's email and text and not blocking them as spam  🙂

Also, if you are talking about the 90 days before deactivation, just setup a reminder yourself, I like to use my Google Calendar for that.  I will get pop up notification on my phone as well as an email

[Tilo]

Thanks for the input,

Can anyone confirm that PM send out email notification. I'm pretty sure they don't

[computergeek541]

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@dabr wrote:

@Tilo    I'm quite sure PM does send out an email notice a few days before 90 days of suspension is up as I've received that when I suspend one of my accounts. 

Make sure your mother's account has the correct email in her self serve account but it's also a good idea to set up a reminder on calendar (phone) a few days before 90 days of suspension is up to be able to make a payment before it's too late.

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I don't recall ever hearing about Public Mobile sending payment reminders by e-mail.  Public Mobile used to send remdindesr by text message but that is no longer done.

[dabr]

@Tilo    I'm quite sure PM does send out an email notice a few days before 90 days of suspension is up as I've received that when I suspend one of my accounts. 

Make sure your mother's account has the correct email in her self serve account but it's also a good idea to set up a reminder on calendar (phone) a few days before 90 days of suspension is up to be able to make a payment before it's too late.

edit:  unless you're asking about PM's payment reminder SMS texts that used to be sent to customers a few days ahead of account renewal?  Those are no longer being sent to customers, unfortunately, and have been MIA for several months now.