topic Re: [Ongoing] Slower Response Times from Agents in Announcements

[Ongoing] Slower Response Times from Agents

J_PM — Mon, 27 Nov 2023 17:38:47 GMT

Hey Community,

Due to unprecedented activity this Black Friday we’re seeing higher-than-normal volumes of tickets. Our agents are actively working on responding to every ticket submission. If you submitted a ticket this weekend and have still not received a response you should hear back soon. Please do not resubmit your ticket

In the meantime, if you have any questions about your Public Mobile service we recommend posting here on the Community or browsing our Help Articles for quick answers.

Thank you again for your patience, we will provide updates as soon as they are available.

Thank you,

The Public Mobile Team

Re: [Ongoing] Slower Response Times from Agents

hairbag1 — Mon, 27 Nov 2023 17:45:16 GMT

👍

@J_PM

thanks for the update ...although obvious ! Keep up the good work.

Re: [Ongoing] Slower Response Times from Agents

Handy1 — Mon, 27 Nov 2023 17:45:57 GMT

@J_PM Thanks for sharing the update !

Re: [Ongoing] Slower Response Times from Agents

flippant — Mon, 27 Nov 2023 19:17:10 GMT

how does one even contact anyone? I keep getting the oops page

Re: [Ongoing] Slower Response Times from Agents

Cheetah24 — Mon, 27 Nov 2023 19:20:13 GMT

Thanks for the update. Keep up the good work. 😀

Re: [Ongoing] Slower Response Times from Agents

Yayster — Mon, 27 Nov 2023 19:26:26 GMT

Have tried to put in a ticket 5 -7 times, always run into the error page, geez, you gotta do better, high demand is not an excuse to not have the submit a ticket page not work!!!

Re: [Ongoing] Slower Response Times from Agents

MrAnders — Mon, 27 Nov 2023 20:09:10 GMT

What's the quickest and most painless way to switch to PM? Is there no phone number or ability to speak to someone?

Re: [Ongoing] Slower Response Times from Agents

sa7375 — Mon, 27 Nov 2023 21:32:20 GMT

Or, in the computer lingo, the situation had turned into a Denial-of-Service (DoS) attack. 😊

Understandable, and my sympathies with the @CS_Agent team for managing it with absolute determination. ❤️ I do hope, though, that necessary lessons have been drawn to avoid recurrence.

Re: [Ongoing] Slower Response Times from Agents

Aymanlab — Mon, 27 Nov 2023 21:51:54 GMT

It is understandable but there should be priority to tickets that are related to having no service at all. My number was ported out yesterday morning from koodo and the activation on public side failed so I am stuck with no service at all. I have so much going on and I know the fix is super easy if I someone have access, all what is needed is just to link the number with the new sim card.

Pleaseeee at least change recovery code to be sent to another number

Re: [Ongoing] Slower Response Times from Agents

LitlLdy — Mon, 27 Nov 2023 21:55:22 GMT

@flippant , @Yayster

You can send a private message to a CS_Agent using the link: -> https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

A CS_Agent will respond back in your Community mailbox (envelope icon) at the top right of this page to the left of your community avatar on your computer or by clicking on your avatar on your device.

Re: [Ongoing] Slower Response Times from Agents

danl44 — Mon, 27 Nov 2023 22:02:19 GMT

As a side note, during the high traffic period i tried both the website and the app, i found the app to be more responsive

Re: [Ongoing] Slower Response Times from Agents

flippant — Tue, 28 Nov 2023 00:56:51 GMT

thanks LitLdy, did that. Though even that was hard to find as an option

Re: [Ongoing] Slower Response Times from Agents

Ahmadjr — Tue, 28 Nov 2023 03:14:03 GMT

My esim failed to activate. I cannot login because it wants to send a message to my number which obviously isn't on my phone. I can't swap sims and need to wait for support. There should be a way to get in to the account and make simple changes like this perhaps using your email .

Re: [Ongoing] Slower Response Times from Agents

Aymanlab — Tue, 28 Nov 2023 03:24:08 GMT

I had the same issue and the support told me to get physical sim from local store then contact them to link your number with the physical sim.

That's what I did and issue got resolved

Re: [Ongoing] Slower Response Times from Agents

Ahmadjr — Tue, 28 Nov 2023 03:27:58 GMT

Thank you! I'll had to the store in the morning so at least I have it in hand as the line is for my dad and now he has no service.

Re: [Ongoing] Slower Response Times from Agents

LitlLdy — Tue, 28 Nov 2023 03:32:07 GMT

@Ahmadjr wrote:
My esim failed to activate. I cannot login because it wants to send a message to my number which obviously isn't on my phone. I can't swap sims and need to wait for support. There should be a way to get in to the account and make simple changes like this perhaps using your email .

@Ahmadjr , if you eSIM installed but didn’t activate all I had to do was these steps below to activate mine!

Reboot your phone.

In cellular settings make sure that “Turn On This Line “ (for iPhone ) is selected. (I am not positive where the setting is on a different phone to turn it on, possibly ‘Turn on your eSIM under Mobile Network’), reboot your phone. (You may need to reset network settings then reboot)

Re: [Ongoing] Slower Response Times from Agents

Ahmadjr — Tue, 28 Nov 2023 03:45:19 GMT

It was stuck on "activating" I tried everything. Waited over an hour after trying to reboot. I did 2 other esims earlier today with Public and no issues.

Re: [Ongoing] Slower Response Times from Agents

LitlLdy — Tue, 28 Nov 2023 04:06:31 GMT

@Ahmadjr wrote:
It was stuck on "activating" I tried everything. Waited over an hour after trying to reboot. I did 2 other esims earlier today with Public and no issues.

@Ahmadjr , oh no! That’s frustrating! I don’t know why some successfully install correctly & some don’t!

CS_Agent will tell you to purchase another eSIM or to purchase a SIM Card but please ask them to credit the account after doing so. Save proof of purchase to show them a screenshot of it. Tell them you can’t get into the account to purchase another eSIM & need them to provide you with a new QR Code so you can scan it with the phone or do a SIM Swap for you after you get the SIM Card.

Re: [Ongoing] Slower Response Times from Agents

Ahmadjr — Tue, 28 Nov 2023 04:09:42 GMT

@LitlLdy thank you for the guidance. I will stop by the store in the morning to get a simcard so I can get this resolved as soon as possible.

Thank you again 🙂

Re: [Ongoing] Slower Response Times from Agents

esjliv — Tue, 28 Nov 2023 14:26:23 GMT

@flippant wrote:
thanks LitLdy, did that. Though even that was hard to find as an option

@flippant unfortunately Public Mobile does not make it very PUBLIC or obvious on how to private message CS_Agent. Usually it is found out through a failed attempt at the Chatbot, or someone asks other community members the question on the forum and other members just share the direct link to CS_Agent.
I believe it is Public Mobile's responsibility to make this apparent to all their customers, but others don't seem to support this. 😐