Long-Time Customer Locked Out of Better Plans - Makes No Sense

[paddington11121]

I’ve been a Public Mobile customer for years, in two accounts, consistently paying more than I should have for outdated plans. When I recently tried to switch to the clearly advertised $34/month 60GB plan, I was told these are for new activations only, despite them appearing in my account and on the website with no clear warning.

What’s truly frustrating is that I could cancel my service today, rejoin as a “new customer” five minutes later with the same phone and ported number, and suddenly be eligible. That’s not a customer retention strategy . that’s a system designed to push loyal users away.

Why are long-term members penalized for staying, while new customers are rewarded? It’s disappointing, and frankly, it’s hard to justify staying with a provider that offers less loyalty, less value, and no flexibility.

If you’ve had similar experiences, I’d like to hear how you handled it — because right now, switching providers looks like the smarter choice.

To make matters worse, the tone of responses from customer service has been dismissive and scripted -  empathy, no effort to retain me, just policy copy-and-paste

[paddington11121]

I genuinely believe providers like Public Mobile have been getting away with too much for too long, largely because customers don’t speak up. As a business owner myself, I’ve always lived by the idea that the customer is right—or at the very least deserves to be heard and respected. Yet with telecom companies, it feels like the opposite. Customers are treated as disposable, loyalty means nothing, and the only priority seems to be new acquisitions. This attitude is frustrating and, frankly, unacceptable

[SKSuh]

I’ve successfully downgraded from a $39 / 68 GB to $27 / 20 GB plan over two billing cycles as my data needs are minimal and no more travel outside of Canada until at least 2026

[will13am]

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@paddington11121 wrote:

Thanks for the advice.    I have it downgrading to 30/moth in next cycle now.  Will see how it goes

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@paddington11121 , there have been many $30 plans offered, not sure exactly which one you are offered.  I am going to guess it is the $30/20GB plan.  If so you are way ahead of the game already.  You can see what new offerings become available that are more expensive than $30 if you need even more data of course.

[paddington11121]

Thanks for the advice.    I have it downgrading to 30/moth in next cycle now.  Will see how it goes

[slusagm]

You might not get to $35 plan in one shot

Lower the plan to the cheapest one you see first (use Change on Renewal).

Check again after the new plan kicks in and you should see a cheaper plan then

[paddington11121]

This is what I have. It’s actually for my daughter. All I want is to spend around 30-35/month and have enough data

 

[will13am]

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@paddington11121 wrote:

I get that this is common in the industry, but that does not make it reasonable or customer-friendly.

What’s especially frustrating is that I’ve been paying between $65 and $95 per month with Public Mobile when factoring in regular top-ups for extra data. That is far more than the $35 per month base plan I am on, and significantly more than what is being offered to new customers today. I am not asking for a deal, I am already paying more.

Public would rather I cancel, re-sign up, and port my number back than simply apply the same plan internally. That is not just inefficient, it feels like a slap in the face to long-time members. “Wait and maybe get a better deal later” is not a compelling retention strategy.

I am not asking for a special exception, just equal access to the plans that are clearly being promoted.

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@paddington11121 , with Public Mobile, it is imperative that you choose a plan that suits your needs without the need to buy top ups.  What plan are you currently on?  From time to time, there are options to downgrade to a lower priced plan.  The trick is to take advantage of this temporarily to enable access to better plans the following month.  

[paddington11121]

I get that this is common in the industry, but that does not make it reasonable or customer-friendly.

What’s especially frustrating is that I’ve been paying between $65 and $95 per month with Public Mobile when factoring in regular top-ups for extra data. That is far more than the $35 per month base plan I am on, and significantly more than what is being offered to new customers today. I am not asking for a deal, I am already paying more.

Public would rather I cancel, re-sign up, and port my number back than simply apply the same plan internally. That is not just inefficient, it feels like a slap in the face to long-time members. “Wait and maybe get a better deal later” is not a compelling retention strategy.

I am not asking for a special exception, just equal access to the plans that are clearly being promoted.

[slusagm]

not a PM only problem.  You will say the same when you are in Rogers or Bell or any other providers

That's why there is no loyalty with your mobile provider anymore, go with the price.  And be prepared to change often if you want the cheapest or best plan for you

[TheSterlinger]

I could say I feel your pain, but it also happened to me too. So what to say?? every industry does it.

Good luck

[hTideGnow]

hi @paddington11121 

this is how this industry works.  All the good plans are for new activations.  Existing customers might not get as good the plan.  But check Change Subscription page and see what they offer you.  If you don't see a plan you like, wait and check often and they might give you better choices later