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chrstyles
Good Citizen / Bon Citoyen
Status: Already exists

I'd like to pass on a suggestion regarding data access (over 3G/4G/LTE) for Public Mobile customers. When accessing "local" websites (if you will) such as the community or self serve portal, it would be a great initiative to allow all customers access to this regardless of their data plan, or without deducting from their allotted usage. This would a) allow and encourage community participation while on the go and b) allow customers to track their usage and make account changes over a cellular connection easily. From a business perspective, this may seem not very cost-effective, but companies like Wind and Fido/Rogers have .mobi pages that allow customers to access basic account info at the very least with zero-rated data. It would also be a great substitute for the lack of direct access to a representative on the phone. Your consideration is appreciated! 🙂

6 Comments
chrstyles
Good Citizen / Bon Citoyen

Also, some customers are on grandfathered plans or do not have wifi access at home. It would be very useful and encouraging to give them cellular access to the forum community for support.

srlawren
Retired Oracle / Oracle Retraité

 I'd definitely lend me support to this idea, sounds like a great one.  Has anyone confirmed that it doesn't already work this way?  (I've never looked)

Brooke_C
Retraité / Retired
Retraité / Retired

Hey @chrstyles,

 

Thanks for your idea! We currently zero- rate data for customers when they are using self serve. Based on your and @srlawren's comments, it looks like we could do a better job communicating this to our customers so I'll be sure to share this feedback with the team. 

 

We originally zero-rated data usage while customers were on the community too. However, when we did this, we ran into some complications with people gaming the system. Some tech savvy individuals figured out that if you have the community page up at the same time as a video or other web page that the data would be zero- rated for both of those activities. Unfortunately, we don't have a way of overcoming this issue right now and don't zero-rate data for customers browsing the community as a result. 

 

Public Mobile Community team

 

 

Status changed to: Already exists
Brooke_C
Retraité / Retired
Retraité / Retired
 
srlawren
Retired Oracle / Oracle Retraité

Thanks for the explanation, @Brooke_C!  That's too bad about the issue freeing up the community, but I guess understandable that it had to be excluded.

Shutdown
Model Citizen / Citoyen Modèle

@Brooke_C what if you zero rated data through an PM app instead? Would that still have an issue?

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