Community

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. ... View more

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! ... View more

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! ... View more

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     ... View more

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 ... View more

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?  ... View more

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!  ... View more

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     ... View more

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 ... View more

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!     ... View more

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.  ... View more

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".   ... View more

I don't know if this has been suggested yet, but I would like to suggest the possibility to export the Usage History into an Excel sheet so we can sort the columns "Call Type" and/or "Usage Types".   Thanks. ... View more

Hi,   I have observed that we are required to sign in separately if we want to access 'my account' and PM community account.   Maybe PM could link the two accounts. Following options could be considered: - If the PM community member is also a PM customer (holds an active connection), he can go to PM community page directly once he is already logged into his 'my account'. - Currently, If I am logged into 'my account' and if I want to go to PM community page, it asks me to again sign with PM community id and password. - Since the email id is same on my account and community page, we could do with single sign-in on 'my account'. The PM community account and self-serve account are already linked with the email id and this way we also get credit for the community rewards. - I guess most of us have a look at our account before going to PM community. So its kind of annoying to sign in again to view the PM community page/account.   It could save a few clicks everytime we visit both the accounts. ... View more

Hello,     So I was asking a few  people how to refer a friend. They told me that it's more or less word of mouth, when they go to activate they need to enter the referring members telephone #  in order to be rewarded.      I was thinking, why not include either a link with a member specific code embedded in that's accesed via Self-Serve account that can be copied and pasted and sent to the friend.   OR    A link from the referring members self-serve account, with the same idea as above with a code embedded, but basically you click that link and input the friend or friends email address.     I think once out of BETA, a more convenient and fool proof way of being rewarded for referring a friend would benefit both Public Mobile, as I'm sure there would be many more referrals than there probably was under the current referral system and the member would be more inclined to want to refer their friends.    My two cents. Hopefully it all makes sense.    Cheers! ... View more

I think the right to give kudos/bravos should be restricted to members only. Guests could then only post questions and comments. This is to reduce the tempation to game the Community Reward system as seems to have happened a few times. ... View more

It seems that this recent promo has resulted in a lot of comments on the forums, particulary about porting from one provider to another and other activation related issues. In regards to porting, many of the issues were related to the standard time it takes for a port to complete, in other cases there were actual port failures that needed to be addressed by PM.   I suggest that there be a progress indicator of some sort that indicates where in the port process you are and that this should be visible from your self serve account. In addition to this, it should give you a time estimate for when the process should be complete, automatically notifiy a MOD if there is an extended delay and indicate to the customer who was contacted and where in the queue of that MOD their issue is. Also if the error is the mismatched information provided by the customer, this could be requested as part of the process and the customer could easily refill the port form.   Something like: ____________________________________________________________ Estimated: 2.5 hours remaining   | \\\\\\\\\\\\Port Requested\\\\\\\\\\\\ |  Matching Info |  Wating for Company X   |        Error: Cannot match to Company X's account. Please verify your Port information and re-submit. ___________________________________________________________   A similar progress indicator could be provided for future dated activations, for those switching plans.    I feel like a lot of stress, frustration, and tension could be allieviated just through transparency. The customer doesn't know what is going on behind the scenes and the immediate thought is that something has gone wrong, and no one is helping.  ... View more

I believe this has been suggested before, but I will bring it up again:  I think PM should allow pro-rated immediate plan changes through the self-serve portal.  If not all the time, then how about adopting the current new-plan exemption of being half way through your plan or less as the cut-off, and just keeping that ability all the time, and not requiring PM moderator assistance.   I personally have seen a ton of recent activations that, for whatever reason, have forgotten to add a texting option they wanted, or activated thinking they didn't need a talk option and could just use the LD add-ons (you can't!--but the system doesn't prevent you from buying them anyway), etc.  I think this would eliminate a lot of manual intervention AND customer frustration, particulary for new customers, but even for existing ones whose needs can change.   I'd propose that if you have auto-pay turned on or manually top up, that the system should allow you to change the plan immediately, and charge you only the pro-rated difference (when moving to a more epxensive plan).  If moving to a less expensive plan, then it should credit you the pro-rated difference into your PM account (not a refund, but a credit toward you next renewal/cycle). ... View more

Is it possible to limit the number of bravos given from one person to another in a certain day or you have to give out so many different before returning to the same user?  Here is a screen shot where you can see 2 members obviously abusing the system for the "Financial Reward" of being active and helpful on the board.  After the screen shot was take withing 5 minutes it was up to 31 given and 90 received   ... View more