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Freedom Mobile in Victoria


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#161 laconic

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Posted 11 February 2019 - 10:50 AM

Had two lines from transferred from Koodo to Freedom on Saturday morning. Great deal... went from 1Gig to 12Gig for the same price, around $43/mo with a couple of discounts.

 

They said they were having problems with number porting, so gave us temporary Freedom numbers. They said it might take a couple of days to sort itself out. Later on Saturday afternoon we got a text on the phones saying that the temporaries had been transferred to our original numbers.

 

This morning out calls work fine but all incoming calls go right to voice mail. The phones show that neither recognizes a phone number.

 

Tried logging in to Freedom. The PIN number they gave us was incorrect.

 

Called Freedom. Answered 4 security questions and got the PIN reset. They has trouble locating me. Said the temporary number wasn't a Freedom number (I suspect because it had gone back to the free pool and wasn't tied to an account) Explained that neither phone was connecting yet. Got transferred from 'technical support' to help resolve the connectivity issue. After checking a few things was told they couldn't help me since I was Person B on the account and not the owner, Person A. I said that if if had lied and said I was person A they would have helped on not known the difference. Didn't matter, they insisted on talking to Person A and said they couldn't help.

 

Walked into the Freedom store in Bay Center and talked to the sales person who did our transaction on Saturday. They said they has stopped selling until the issue was resolved. They tried a few things, like dropping back to 3G, but nothing worked. They apologized and said "we're working on it".

 

Notes to Freedom from a long time support person/manager.

 

1) If you have a very new customer and you've sold them something that doesn't work, you need to pull out all the stops to resolve their issue. Adding roadblocks is going to make them very unhappy.

 

2) If someone answers all the security questions then you should be able to help them. This is particularly true when you change their PIN so they can access the online system where they can make any changes they wish.

 

3) Your technical support folks (if not first line contacts too) need so see latest bulletins. When a customer calls from a three day old new market, support should already know there are issues.



#162 Mike K.

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Posted 11 February 2019 - 11:00 AM

There you go, you're paying for that discount in other ways.

 

Sorry you had to go through that mess. 


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#163 laconic

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Posted 11 February 2019 - 11:21 AM

I'm a geek, used to glitches, patient and easily adaptable temporary problems and changes. I'm also famously impatient about having things done right.

 

When I called Freedom, the conversation should have been...

 

"I see you have a days old account from Victoria. We're sorry but at the moment we're experiencing an unexpected roll-out problem. Give me your email and we'll provide updates and let you know when we have the problem resolved"

 

It should have been a one minute conversation, not a half hour, two support people and a trip over to see a real person in a store.



#164 laconic

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Posted 15 February 2019 - 10:49 AM

An update.

 

After three days (Saturday to Tuesday) people were finally able to call my phone without it going to voicemail.

 

My phone connects to 3G, has yet to connect to LTE (downtown Victoria). The phone still doesn't think it has a phone number. If you use something like Google Duo which is tied to the phone's number then you're out of luck.

 

The way I interpret this, they still don't have LTE up and make a temporary workaround so that at least in-calls to phones would work. Until my phone sees its actual number something is still messed up.



#165 Mike K.

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Posted 15 February 2019 - 10:57 AM

Geez, that's not good. I trust you're not being billed for services while this continues to play out?


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#166 laconic

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Posted 15 February 2019 - 11:16 AM

They did advertise that one of the reasons for the six month half off rate was to allow for completion of their network. They still have some areas without home coverage (eg, Cordova Bay) so they use the away network then. They might consider rollout problems to be in the same vein.

 

I get the impression they had their opening date planned without having all the issues worked out first. They were left with politicians doing ribbon cutting at stores and decided to just go ahead.

 

I have all the functionality I need, over 10x the data I had with the previous carrier, all at a reduced rate, so I'm not all that concerned. I can see a lot of customers who wanted bigger data plans with faster data being quite annoyed.



#167 laconic

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Posted 17 February 2019 - 10:54 AM

Thanks to a forum member with a tip about a code for SIM reset. The phones now see their number.

 

Turns out the original pixels sold in Canada don't support Freedoms LTE band.

 

For the newest and best LTE experience you need a phone with Band 66


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#168 VIC.Local

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Posted 26 February 2019 - 09:02 PM

Only 2 more days left of 50% off for 6 months!! 



#169 VIC.Local

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Posted 01 March 2019 - 05:45 PM

50% EXTENDED TO MONDAY!!!

#170 Victoria Watcher

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Posted 13 June 2019 - 09:12 AM

Bell offers unlimited mobile data plans after Rogers sparks price war

Like Rogers offer announced yesterday, plans include no overage fees, but speeds drop after 10 GB


https://www.cbc.ca/n...plans-1.5173641

#171 Victoria Watcher

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Posted 13 June 2019 - 10:32 AM

Telus, meanwhile, also came out on Thursday with a beefed up data plan that would allow customers up to 15 GB per month for $75. Unlike Rogers' plan which the company says is permanent, and similar to Bell's which is a promotional offer, the Telus offering is only for a limited time, available to anyone who signs up by July 2.


https://www.cbc.ca/n...plans-1.5173641

 



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