Status:
Already exists
Submitted on
05-05-2015
11:55 AM
Submitted by
daniela94
on
05-05-2015
11:55 AM
what I as a customer would like to see is a application of public mobile for phones. Where you can easily accessed your account on the go without going to internet searching the site and loging in. Also in this app customer could easily top up with their debit/ credit cards. This idea will be more practical for those who are contanstly on their cell, and with one click can accessed their accounts
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Status:
Brand new
Submitted on
11-21-2016
12:58 PM
Submitted by
PoweredByPho
on
11-21-2016
12:58 PM
Would love to have Visual Voicemail or Voicemail to Text option added in the future - that's definitely something I miss (using the archaic voicemail system is sooo slow). The cost of implementing it will likely pay for itself by making it a paid plan addon.
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Dear Public Mobile community team, In continuing with the general theme of frustration felt on the community the past couple of weeks, I'd like to put forth this suggestion, which you are probably already aware of and are hopefully already working on. Once again this is in no way a slight against our awesome community mods Shazia, Mary, Saray, and Caroline--I know they are working tirelessly to help everybody! That said, there really needs to be a better way for the community mods to: - receive issues - assign an issue or case number - respond to the person with issue or case number (automated) - allow the person to check their issue status using their case number themselves - determine and assign a priority and sequencing to the issues - communicate resolution (preferably in automated way). In short, your team needs an issue tracking/management tool. There are many commercially available, both on-premise packages, or cloud-based services you could subscribe to. It sounds like the email team already use such a system, you could consider that. Or another system. I'm not fussy, but the current community activity suggests that either none or a sub-optimal system is in place currently. Again, not at all a slight to our moderators, whom I think are awesome! Please strongly consider putting this in place before running another promo plan like the current one. Thank you for your consideration!
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Status:
Brand new
Submitted on
10-28-2015
04:50 PM
Submitted by
aguyfromontario
on
10-28-2015
04:50 PM
Visual voicemail is available at almost ALL major providers, for as little as $2 with Telus for example! Can you please please please x infinity add this feature!!!!!!???!!?!!???? Thanks Die Hard V-Vmail fan!
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This idea has been posted before (even by myself once) but really needs another look It seems silly that a call originating in Ottawa & terminates in Gatineau is a LOCAL call, yet those on provincial calling plans are unable to do so A provincial long distance plan SHOULD cover a LOCAL call, regardless of what area code is Whether Public makes an exception for those living there or lets anyone in ON dial it (after all with a Province wide long distance plan we can then call Gatineau from ANYWHERE in ON) This issue needs to be resolved; many people make this daily commute and it sounds really weird repeatedly explaining that on a Province wide plan they can dial a city hundreds of kilometres away but can not place a LOCAL call
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Status:
Brand new
Submitted on
12-12-2016
02:13 PM
Submitted by
cheddarburrito
on
12-12-2016
02:13 PM
Hey there, It would be great if we could also get wifi calling now that Telus has released support with iOS 10.2! This would allow us to still make calls even if our signal isnt the greatest, but we still have a strong wifi connection. Source
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I see that PM found the sweetspot for middle data users. But, there are many others who just need enough data for some occasion like transiting or going on a local trip. It even comes in handy when there is a problem with Wi-Fi. I am sure having as little as 1GB was the option that suited many. I see that PM is targeting user for that awesome $120 plan, but it will not be the choice for many other who don't need that 6GB or 3GB data. I don't see this hurting when you will be targeting light and medium data users. For light data users, they got no choice. There is a big difference between 1GB @ $90 and 3GB @ $111. I do not see the point to just ignore light data users. That 3GB options should not be offered because there is only $9 difference to get extra 3GB so who wouldn't? So, i think PM should bring back that $90 / 1GB plan because getting on the plan without data and than adding $30 add-on would be too much. Thanks.
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The current add-on purchasing system in self-serve is too confusing for folks that are trying to use it for the first time (or the first time in a long time). This is being compounded by the a lot more folks wanting to purchase add-ons recently due to the new US Roaming add-ons roll-out. The current system stems from the fact that in the entirely pre-paid PM system, everything needs to be paid for by funds from your PM account. Because of this, if you don't already have enough available funds* in your account to pay for the add-on purchase, you first have to make a one-time payment for the amount, and then purchase the add-on from those newly-available funds. (*most people usually have an available amount of zero, especially if they are using auto-pay for renewals.) This system is really confusing because it looks like you are purchasing the add-on during the first step, and some people stop there and then wonder why their add-on isn't working and they are showing an available balance. It should be possible for PM to merge the two steps into one. You should be able to add the funds as part of the purchase, in one step. This is effectively how auto-pay works--the system first pulls money from your stored credit card and adds it as available balance on your PM account, and then makes the purchase of your renewal from that stored available balance. Purchasing add-ons should work in exactly the same way, transparently. Thank you for your consideration! EDIT I really like @david_l's suggestion to at least update the first step to make it clear to the customer that they are not finished at that point. Maybe this could be done quickly now, while we wait for the full feature to be prioritized and implemented?
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With the recent additions to the subscriber base for PM (including myself), could an app be available in the near future...? It would definitely be much more convenient for tracking my data usage and the long distance minutes I have used. This was most likely requested in the past but in the past couple of days, the number of subscribers must have substantially increased!
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Hello PM Community, I think this would be Cool and Useful at the same time. We should have a USSD code to check the Data Balance like in Speakout. When I want to check my Data Balance in Speakout I dial *777*4# from my phone and I get this: Could Public Mobile implement a USSD Code to check the Data Balance? ( Please give me bravos if this could be useful for you ) Sometimes is not convenient to launch a web browser and loggin into "My Account". Thank you, JL
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Status:
Not for us
Submitted on
10-23-2015
07:28 PM
Submitted by
7789849803
on
10-23-2015
07:28 PM
Given how some problems require troubleshooting on a few different levels (device settings, self-serve configuration, backend/technical issues, among other things), I think PM Support would save a lot of productive time (and a lot of disgruntled customers) if it started calling customers on their main or alternate phone numbers (provided during sign up) to solve the problems in one shot. Back and forth emails often create confusion among PM support staff and take significantly longer to resolve complex issues. Just to clarify: I'm not asking for a 611 type inbound support centre, but just an outbound support process for a very small percentage of complex problems that take a disproportionate amount of effort to resolve. And the main argument is actually to save PM's precious personnel resource so they can continue to offer low prices on their rate plans.
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Status:
Yes, but not yet
Submitted on
09-05-2015
03:18 PM
Submitted by
Cookin
on
09-05-2015
03:18 PM
Signing up with Public Mobile requires you to create 3 online accounts which is very annoying. I had to create an account with Shopify to order the SIM. I had to create an account with Public Mobile to register and activate my SIM I had to create an account to participate in the community forums. Some (or preferabbly, all) of these should be combined into one account.
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I had this Idea to add for another payment option. What if PM allowed ppl to use Paypal as another method of payment? Really, this should be another option as well. The options available can certainly do Great Wonders
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This idea came out of @Luddite's hypothetical question about early renewal if one ran out of data and did not want to wait, nor buy an add-on, nor change their plan (to force an early renewal). Shazia confirmed for us that this is not possible in the self-serve system: http://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Early-renewal-of-data-only-plan/m-p/74667/highlight/true#M7017 I'm thinking this is probably an uncommon scenario and may not warrant much priority, but it would be great to see an abiltiy added for folks to force an early renewal in self-serve without requiring a plan change. It would be totally fair to include the same forfeit that you get today if you were to do an immediate plan change. Basically, it would be an immediate plan change but to the same plan. Thanks for your consideration!
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After using up your data limit, your data should just be significantly throttled instead of cut off completely. So you should still be able to send and receive emails, load web pages, etc. Even on the 150mb data plan you should get an unlimited amount of throttled data after you use up your 150mb. I hate the fact that you could miss important emails if you use up your data cap. Wind already does something similar on their unlimited data plans where you get 5gb at full speed and after you use that up it's throttled, it's too slow to watch videos or download big aps or anything like that but at least it still lets you receive emails and (slowly) load webpages. If this is not feasible, then how about introducing a new addon for an unlimited amount of throttled data, for those of us who don't need high data speeds but want to make sure we never miss an email. Even if it's severely throttled (eg dial-up speeds from the 1990s) it should still be sufficient for emailing.
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Submitted on
03-17-2017
01:02 PM
Submitted by
srlawren
on
03-17-2017
01:02 PM
Hi PM. There has been a fairly regular stream of people posting in recent memory asking about an inability to reactivate a suspended account onto a new plan, and being unable to do so. This came up in a recent discussion in the oracle area, where @Jeremy_M confirmed that this isndeed currently impossible to do yourself in self-serve, and that the system was designed this way. At Jeremy's suggestion, I'm here to ask for that to change. Sometime's people circumstances change, and they may need to select a different plan just to restore their service. I'm sure you could imagine various reasons why this might be needed. The current system is a bit frustrating as you have to reactive on your current plan and then either (a) schedule a plan change for next renewal and wait, (b) change it right away and forfeit the payment you just made, or (c) contact a moderator for assistance. If your account was suspended, (b) is almost certainly not an option, and if you are indeed short on cash and needing a cheaper plan for a while to stay in contact, then (a) isn't ideal either. Which leads most people to (c), or a variation of (c) where they can't just reactivate their previous plan and need help. I can't see why reactivating and plan change could not be combined into a single step, provided you have or can add the funds to pay for the new plan you want right away. Thanks for your consideration!
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I just switched to Publc Mobile and I was in disbelief when I saw that in order to have an invoice generated for you (for business or tax purposes for example), you need to e-mail PM or message a PM mod to get one. I was told there can be a 30 day delay to get an invoice. Surely that can't be more financially sensible than just having a system that automatically generates invoices when you consider the labour spent by these mods and PM customer service agents generating invoices.
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Status:
Brand new
Submitted on
11-17-2016
12:18 PM
Submitted by
PoweredByPho
on
11-17-2016
12:18 PM
From a customer support standpoint, I think there are some benefits to be gained for both PM and the customer to implement some sort customer support ticket system instead of this unorganized madness. It can be simple and doesn't have to be super advanced or extemely costly to implement. These poor overworked mods are doing the best they can, but it's very frustating for a customer to feel like they are ignored. With limited resources, it is even more imperative to have an effective/efficient error tracking/resolution system. From what I've read over the past couple weeks on the forums, some people are getting lucky and having mods respond in a day, sometimes even a couple hours, and having their issue resolved immediately. Great for them, but sucks for everyone else that couldn't get a response for weeks and have no cell service. In it's simplest form: 1. Every issue is logged and assigned a ticket number chronologically. That way the Mods can see which issues should be dealt with first. - I don't think mods should be handling cases that come in while it's convenient for the mod to handle it, but rather in a First in First Out basis for fairness and transparency. Some refinements would be: 1. Our self-serve portal is able to view our ticket and ticket status. Therefore knowing our issue has been reviewed and acknowledged/prioritized in terms of severity. Many people don't even know if their issue has been received (Direct Messages in "unread" state). 2. Someone (i.e. automated or mod) is reviewing the tickets as they come in and are assigned a priority (i.e. 1 for critical cell services, 2 for payment, 3 for misc. questions). Mods would then go through the highest priorty on a FIFO basis before moving onto groups 2 and 3 etc. Either way, I think the current method of handling errors is unsustainable with only a few mods and some behind the scenes support staff. I guarantee 100% that some direct messages go unread and are lost in a swamp of support requests. Those that are lucky enough to catch a mod when the mod happens to have some free time or are in between tasks get lucky. This further increases the amount of messages and backlog - since people see these results and just increase the volume of their requests until they get "lucky".
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We have seen numerous people making a mistake or misunderstand the plan details and get stuck on the plan they didn't want. This happens because a plan change would cause them to lose the money they have already paid, even if it has been just a day. I understand that this is a prepaid service and there are no refunds. Thats fine. However, for new customers who are likely to make an honest mistake, it would make a lot of people happy if there was a grace period of anywhere between 2-7 days where the new customer can make 1 plan change and only pay the difference (or receive credit in the account for future use if downgrading the plan).
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This has been my first experience with PM. I applaud the approach taken of minimal support staff, dependence on community members and no physical bricks-and-mortar presence in order to bring the cost down. I've used this model elsewhere on the Internet for a variety of things, and created some customer service interfaces as well. As I go through the PM registration process -- during the hectic period of a popular promotion that taxes the capacity of staff and the patience of the community -- some things stood out. You can't please everyone and not everything will run perfectly. But there have been some self-inflicted wounds that I have seen that IMO can be fixed with a little effort that will offer long-term benefit. When the dust settles next week -- but not for too long, we are going into Xmas shopping season after all -- I hope PM managament looks at the logs from here and takes away some lessons. Two ommissions clearly stand out to me: Lack of a killer Frequetly-Asked Questions section Lack of a customer-facing support ticketing system A number of repetitive questions could have easily been avoided with a good FAQ section. There was even community disagreement on some things (such as whether or not you can port a number to an existing account or need to start a new one) that could be solved. As the thread progresses, the original announcement (post #1 on the thread) could have contained an FAQ for the promotion that would be regularly edited/augmented based on ... questions that were frequently asked in the thread such a listing makes life easier for community support helpers and may even reduce the number of redundant posters if people have a definitive "READ THIS FIRST BEFORE ASKING" section. At very least it provides definitive answers on policy and procedures so that nobody is guessing. Sorry, but the KnowledgeBase just doesn't work as well, at least not in my experience. But just as critical, the lack of a good ticketing system has caused needless confusion between newcomers, mods and PM staff. Having a single place to raise a support issue -- rather than just picking the last Mod or PM staff to have posted -- will offer stability and continuity to both customer and support. A single place where someone can find the status of their request also lessens anxiety because you know your question is "in the queue" even if staff is highly backlogged. It also stops people from harrassing staff; if you know your issue is registered and awaiting action, you're not likely to pester Mods and PM staff a dozen times more, or to send the same issue to four different people who might all be trying to answer in parallel -- not a good use of peoples' time. And good ticketing systems need not be expensive, I am aware of a number of installations quite happy with the open source "Request Tracker" software. I'm not the first one here to mention a ticketing system, but it's really important. Staff and mods will eventually be driven crazy without one. And since you depend on community members for a lot of help you don't want to burn them out either. I hope these comments are seen in the spirit of constructive feedback, and an attempt to help. I really like the concept and really hope that it can be demonstrated to Telus that this business model is viable. Thanks for reading this far. The promotion has probably caused a rough week for everyone and it's not over yet.
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