topic Re: [Resolved] Service Impacts in Announcements

[Resolved] Service Impacts

J_PM — Wed, 08 Mar 2023 15:58:39 GMT

Hey Community,

Update: March 8 | 11:00AM

Everything has been resolved and service has been restored for everyone impacted. As mentioned, we will be reaching out to those who were impacted as soon as we've identified everyone.

Thank you for your patience.

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Please be advised we are dealing with an isolated technical issue that is impacting calling for a select group of customers. Please note: emergency services are not impacted. We are actively working to resolve this issue and will have service restored as soon as possible.

We apologize for any inconvenience this may have caused and will reach out directly to impacted customers, as well as continue to keep you updated through this thread.

Thank you,

Public Mobile Team

Re: [Open Issue] Service Impacts

Handy1 — Fri, 03 Mar 2023 21:09:24 GMT

@J_PM Thanks for the update

Re: [Open Issue] Service Impacts

esjliv — Fri, 03 Mar 2023 21:10:39 GMT

Thanks for posting and updating the Community @J_PM .

Re: [Open Issue] Service Impacts

dust2dust — Fri, 03 Mar 2023 21:18:01 GMT

A little slow on the acknowledgment. Is there any reason why you cant flash a pop-up when coming into any part of the site from anywhere? That way the community doesn't continue to get flooded with a million threads asking the same thing.

Re: [Open Issue] Service Impacts

J_PM — Fri, 03 Mar 2023 21:23:28 GMT

@dust2dust We do our best to ensure we've investigated the open issue thoroughly, to ensure our updates are verified by our service teams, and resolution is underway.

Re: [Open Issue] Service Impacts

XionBunny — Fri, 03 Mar 2023 21:31:48 GMT

I agree that there needs to be a notification banner at the top of forums when outages like this have been confirmed so the forums aren't flooded with the same issue, other communities issue such a notice alert when there are issues, it would go a long way.

Re: [Open Issue] Service Impacts

LitlLdy — Fri, 03 Mar 2023 21:42:33 GMT

@J_PM wrote:
Hey Community,

We are aware that some of you are currently unable to make or receive calls, and we understand how frustrating this can be. Our teams are working diligently to find the cause and resolve this issue as quickly as possible to restore full service.

We apologize for any inconvenience this may have caused and will continue to keep you updated through this thread.

Thank you,

Public Mobile Team

@J_PM , are you pinning this post for everyone to see to help avoid many more posts from customers about their phone services not working? This way they will know it’s being worked on. Many of us have complained about it repeatedly asking for help in the community forum & in turn some have blamed other customers saying it’s their device not a Public Mobile issue! Some CA_Agents have done the same. I know myself its been an ongoing issue which I wasn’t always aware of missing many important calls from Physicians!
Personally I hate contacting CS_Agents due to so many have refused to help/won’t even try or don't know what they’re doing! The constant fight for help is not worth it for me especially when I’m not being heard! It’s very stressful & severely affects my poor health. When I express that I am told Public Mobile is not for me then! How is that an answer to give paying Customers? Wanting/pushing Customers to leave?

Sorry, had to vent!

Re: [Open Issue] Service Impacts

XionBunny — Fri, 03 Mar 2023 21:52:43 GMT

I have to agree in general with you, the way things are handled here doesn't look great for the Telus group of brands when that happens to customers, there's a long way to go to improve.

Re: [Open Issue] Service Impacts

wetcoaster — Fri, 03 Mar 2023 22:12:23 GMT

@J_PM wrote:
@dust2dust We do our best to ensure we've investigated the open issue thoroughly, to ensure our updates are verified by our service teams, and resolution is underway.

I've just scrolled back in the post list, and the earliest posts I could find that mention symptoms that point to this issue are from Wednesday afternoon. That's 40+ hours (depending where you are). We have reports from yesterday afternoon from people that got helped by some technician (escalated by a CSA, I assume) 24+ hours ago.

This announcement is 24 - 40ish hours late.

People are understanding that a resolution has not been found yet. Just the acknowledgement that there seems to be something going on and that you working on it to get affected customers back on the line asap and that you'll update this thread with new findings... It would have gone a long way.

Edited to add: I get hit by the survey pop-up here quite often, some days several times a day, and there are websites that routinely flash pop-ups to entice you to sign up for their newsletter... If the forum software allows you to do so, a pop-up would be the most efficient way to let people know about issues? (I'm not an IP pro, it's only a question.)

Edit to the edit: Sorry @dust2dust I overlooked that you had already suggested the same thing!

Re: [Open Issue] Service Impacts

ZestyCheese — Fri, 03 Mar 2023 22:06:34 GMT

I trust that a credit will be made available once the issue is resolved? Not happy paying for phone service I can't use.

Re: [Open Issue] Service Impacts

Anonymous — Fri, 03 Mar 2023 22:12:50 GMT

Hello,

We are reaching out to the impacted customers directly.

Thank you

Re: [Open Issue] Service Impacts

esjliv — Fri, 03 Mar 2023 22:16:32 GMT

This isn't the first time that it has been suggested to advertise Here On the Community Forum by Public representatives when outages happen, or the community 'blows up' from many posts due to service issues.

I recall seeing this discussion many times in the past, even before the updated forum. Wonder if this 'cookie-cutter' platform could support it. Or, rather Public think this is important enough to implement?

Heck, even the Announcements get buried or don't stand out that much. They are dependant on members bringing them to the attention of others.

Re: [Open Issue] Service Impacts

LitlLdy — Fri, 03 Mar 2023 22:17:29 GMT

@wetcoaster wrote:

This announcement is 24 - 40ish hours late.

@wetcoaster , I agree on all that & yes the constant popup I keep getting would work well also if they sent popups stating they're aware of ongoing service issues & are working on fixing it as quickly as possible! Seems logical to me! Or would that cost more for them to do that causing them to charge us more? 🙄

Re: [Open Issue] Service Impacts

LitlLdy — Fri, 03 Mar 2023 22:23:26 GMT

@dust2dust wrote:
A little slow on the acknowledgment. Is there any reason why you cant flash a pop-up when coming into any part of the site from anywhere? That way the community doesn't continue to get flooded with a million threads asking the same thing.

@dust2dust , my thoughts exactly! Or would that cost them more to do that & in turn cost us more for our services? 🙄 I wouldn’t think it would though. Seems like it would be easy enough but I’m not a tech!

edit: I didn't see you get answered on that though in the response back!

Re: [Open Issue] Service Impacts

LitlLdy — Fri, 03 Mar 2023 22:30:01 GMT

@esjliv wrote:
This isn't the first time that it has been suggested to advertise Here On the Community Forum by Public representatives when outages happen, or the community 'blows up' from many posts due to service issues.

I recall seeing this discussion many times in the past, even before the updated forum. Wonder if this 'cookie-cutter' platform could support it. Or, rather Public think this is important enough to implement?

Heck, even the Announcements get buried or don't stand out that much. They are dependant on members bringing them to the attention of others.

@esjliv , well said! Thank you! Thank goodness some of you can post the words/thought I have but not able to write them out!

edit: It is pinned now but a popup along with it would certainly help more & faster even stating see announcement posted!

Re: [Open Issue] Service Impacts

Anonymous — Fri, 03 Mar 2023 22:29:02 GMT

Thank you for your feedback. Our priority is the current issue, however, ensuring our customers have all the information they need is of the utmost importance to our team. Thank you

Re: [Open Issue] Service Impacts

Jessine — Fri, 03 Mar 2023 22:32:18 GMT

This started yesterday and today was my billing day. It is showing account suspended but public did not even try and with-drawl my payment. When i try and and make the payment manually it says oops something when wrong…

now on day two with no phone. When i call*611 it says sorry you have no plan.

Re: [Open Issue] Service Impacts

wetcoaster — Fri, 03 Mar 2023 23:09:42 GMT

@Anonymous wrote:
Thank you for your feedback. Our priority is the current issue, however, ensuring our customers have all the information they need is of the utmost importance to our team. Thank you

@Anonymous

You'll have to forgive me for not holding my breath. The regulars here have voiced these concerns re: delay or complete lack of communication about service or account issues so many times, it sounds like a broken record and nothing happens.

As mentioned above, we'll happily let you dive into the trouble shooting and don't expect you to give us a minute by minute progress account.

Just acknowledge that there seems to be such and such problem and that you are working on it. Then come back and update when it makes sense to do so.

I also noticed that the op has been edited at least 3 times since it's gone up and has a quite different message now... Just to be clear I'm talking about getting updates, and not edits, so that there's some transparency. (But I'm not holding my breath on that either.)

Re: [Open Issue] Service Impacts

HALIMACS — Fri, 03 Mar 2023 23:10:36 GMT

Acknowledgement is, indeed, progress @J_PM & @Anonymous

Thank you.

Re: [Open Issue] Service Impacts

Anonymous — Fri, 03 Mar 2023 23:16:00 GMT

Thank you. I am just learning how to post and edit (J_PM is our expert) so this is very helpful to understand! I will start adding posts instead. As for the rest, we reply as soon as we can, but I will review and we'll see if there's anything we can do to improve.