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Re: US plan

RINDAL
Great Neighbour / Super Voisin

I bought the $ 50 Plan unlimited CAN/US minutes and 10 gb of data.  There is nothing under that plan that states this is ONLY for Canada on Telus lines. Most cellular providers have a monthly US plan. I thought I was buying that for Arizona since we Winter down here.  Crossed the border and had nothing.  I think your plans need better descriptions so new customers know what they are signing up for.  Your 10 day plans become $ 60 for a month which is expensive.  I just wasted $ 50 on this plan so I don't plan on buying anything now.  I think credits should be given to keep your customers loyal to you.  Very disappointed in how Public Mobile / Telus presents their plans

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Accepted Solutions

@RINDAL 

I suggest you mention your point to the CSA when you chat with them. That until it was pointed out to you by the kind community members you missed it when you skimmed thru the small print. Unlike most customer service when you have to muster up for the fight when you call them the CSA 's here are very understanding and accommodating.

 

They want to make you a happy customer and they want a good review when you ask for the review link at the end of your conversation. Approach them politely and with niceties and you may be surprised at their response. Even if you are not satisfied with their response ask for a second opinion. 

 

Get a senior colleague to intervene if you get a new CSA or close your ticket and open a new one. There is no point in presenting your argument to us we can't change anything in your account but running it by us so we can offer advice does help you get your facts straight when you do finally open your support ticket request. Best of luck!

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19 REPLIES 19


@RINDAL wrote:

I bought the $ 50 Plan unlimited CAN/US minutes and 10 gb of data.  There is nothing under that plan that states this is ONLY for Canada on Telus lines. Most cellular providers have a monthly US plan. I thought I was buying that for Arizona since we Winter down here.  Crossed the border and had nothing.  I think your plans need better descriptions so new customers know what they are signing up for.  Your 10 day plans become $ 60 for a month which is expensive.  I just wasted $ 50 on this plan so I don't plan on buying anything now.  I think credits should be given to keep your customers loyal to you.  Very disappointed in how Public Mobile / Telus presents their plans


As you already know, calling to the U.S. is included while you're Canada.  Your were trying to use a service called roaming.  No carier anywhere includes roaming unless they specifically mention it.  Roaming add-ons are available for purchase.

Nezgar
Mayor / Maire

@RINDAL Sorry to hear you missed that detail of the plan. Indeed these plans only cover usage when you are in Canada. For all current plans, your only option is a 10-day US roaming add-on. You can still add this to your existing plan to get service immediately. You can try your luck opening a ticket with the CS agents to see if they might be able to rebate/change your plan to a lower one in light of the error in plan selection.

 

Here is the details that show when you click that plan from the home page:

 

"6 - Talk, text and data services refer to services offered while connected to the Telus/Public Mobile network. For service when not connected to the Telus/Public Mobile network, a roaming package must be purchased. Calls must originate from Canada to the US."

softech
Mayor / Maire

@RINDAL wrote:

I bought the $ 50 Plan unlimited CAN/US minutes and 10 gb of data.  There is nothing under that plan that states this is ONLY for Canada on Telus lines. Most cellular providers have a monthly US plan. 


Most providers have but not all I guess?

 

It was said in the Team & conditions clearly on https://www.publicmobile.ca/en/on/plans#plans-start

 

(also as @Nezgar  quoted) 

 

If you are in US a lot , consider getting local US plans there in US, it is cheaper and more data than any Canadian providers can offer you.

@RINDAL 

Well that's unfortunate. At this point you have a couple of options starting with customer support. Explain to the CSA that you made an honest mistake when choosing your new plan. Ask kindly if they will prorate a credit back to your account and perform an immediate plan change to the $15 plan and add one of the US 10 day roaming bundles which if they agree should be fair exchange for the time since your $50 plan started and now and will start a new 30 day plan with the first 10 days of it covered with roaming in the US.

 

You can take those 10 days to explore US providers like mint mobile (90 day plans starting at $15/4gb per 30 days with unlimited texts/calls in the US and to Canada and Mexico) and decide if you want to continue purchasing pm's 10 day US roaming add ons or use a US provider with the ability to still recieve incoming pm text messages and check your pm voicemail and/or change your greeting to include your new US number or use the extended absence option.

 

Keep in mind most providers that offer a "Roam like Home" option charge $9 to $10 per day to use your existing plan's features capped at $120 per month + your plan cost. With tax this can reach upwards of $200 per month to roam in the US. By comparison paying $15+$60(3×$20)=$75 to use pm's service and US roaming add ons is still quite reasonable.

HALIMACS
Mayor / Maire

@RINDAL wrote:

I bought the $ 50 Plan unlimited CAN/US minutes and 10 gb of data.  There is nothing under that plan that states this is ONLY for Canada on Telus lines


It's right here @RINDAL .    Please review point#6 in it's entirety:

 

HALIMACS_0-1641218183391.png

 

Eh. Not many clients read all small prints. PM being Canadian company offers their services in Canada only. PM does have roaming US but it is most likely aimed for cross-border jumpers and not for longer use as it will become expensive.

If $50 plan is not what you were thinking it is, while in US consider downgrading your plan to cheapest one ($15 - do schedule plan change, do not do immediately plan change) and consider getting local SIM as it will be most likely cheaper.


@Yummy wrote:

Eh. Not many clients read all small prints.


When they missed the fine prints, it must be the Provider's fault.  Customers are always right  🙂


@softech wrote:


When they missed the fine prints, it must be the Provider's fault.  Customers are always right  🙂


Well, yes and no. Small print can be written in weird language and most of the time you need clarification. And how to get it when there is no live support at PM?

If you would to read banking small print most likely you would never open an account there...

@Yummy 

 

If people were to read the small print on lots of things, including pharmaceutical drugs, some may never take those either.  Some people make a conscious decision not to read the small print in some circumstances.  

 

I personally do not feel Public Mobile  misrepresents their coverage. 

 

Some people simply look for it, and others don't.