topic Re: Chatbot Ticket Issue is Resolved! in Announcements

Chatbot Ticket Issue is Resolved!

J_PM — Fri, 01 Mar 2024 19:16:02 GMT

Hey Community,

We are pleased to announce that the issue many users have encountered while trying to contact support through our chatbot has been fixed. Our team was aware of this issue and has successfully resolved it, thanks to the experiences you shared in the Community.

If you need support from a Customer Support Agent, we strongly recommend using the chatbot when submitting a ticket (not a private message). Using the chatbot and choosing the appropriate category for your ticket is the quickest way to receive a response from a CSA.

Please let us know if you experience any further issues in this thread, as we continue to monitor the situation.

- The Public Mobile Team

Re: Chatbot Ticket Issue is Resolved!

hTideGnow — Sat, 02 Mar 2024 17:15:08 GMT

Great news @J_PM !!!

Happy to see this finally fixed. I love using Chatbot to create ticket

Re: Chatbot Ticket Issue is Resolved!

HALIMACS — Sat, 02 Mar 2024 21:47:55 GMT

Doesn't work for me @J_PM

Using Microsoft Edge on laptop, primarily.

I always get these error messages:

@LitlLdy advises on another thread that it works for them on Safari browser.

Perhaps we can have diverse input from all as to which browsers work and which don't.

Thanks

Re: Chatbot Ticket Issue is Resolved!

LitlLdy — Sat, 02 Mar 2024 21:57:32 GMT

Yes, I have successfully submitted a support ticket through the chatbot using the Safari browser in incognito/private mode using my iPad on Wednesday and today (Saturday) 35 minutes ago!

Providing this feedback will help determine who is able to and who isn’t able to by stating which method they’re using.

Edit: Fixed typo!

Re: Chatbot Ticket Issue is Resolved!

Croft — Sun, 03 Mar 2024 01:25:38 GMT

I am unable to contact an agent on my laptop / Firefox and the typing input on my phone is incredibly slow so as to be unusable, about five seconds per typed character.

Re: Chatbot Ticket Issue is Resolved!

Croft — Sun, 03 Mar 2024 01:44:31 GMT

I got my trouble ticket accepted by using the Private Window option in Firefox! Thanks, the above message can be ignored.

Re: Chatbot Ticket Issue is Resolved!

Navee — Sun, 03 Mar 2024 21:07:44 GMT

Still have difficulty ti chat with an Agent, it keeps circling to the question types

Re: Chatbot Ticket Issue is Resolved!

Navee — Sun, 03 Mar 2024 21:09:20 GMT

service hours 9am-10pm Mon to Sun they say but i have been trying for 2 days to connect with an agent. Not a good service

Re: Chatbot Ticket Issue is Resolved!

AliG1 — Sun, 03 Mar 2024 21:37:12 GMT

No agents are available at 4:25 CST IN Manitoba

Re: Chatbot Ticket Issue is Resolved!

Navee — Sun, 03 Mar 2024 22:15:38 GMT

why not? It's still 5pm in EST. Notification says 9am-10pm EST agents are available

Re: Chatbot Ticket Issue is Resolved!

Navee — Sun, 03 Mar 2024 22:16:14 GMT

This is not true. Issue persists or returned back

Re: Chatbot Ticket Issue is Resolved!

Navee — Sun, 03 Mar 2024 22:17:11 GMT

Having a touch time even before activation. Cant think what the service is post activation

Re: Chatbot Ticket Issue is Resolved!

AliG1 — Mon, 04 Mar 2024 14:14:54 GMT

No one responds to a ticket on a Sunday afternoon even though it was in the middle of the posted hours that csa is available.

Re: Chatbot Ticket Issue is Resolved!

hTideGnow — Mon, 04 Mar 2024 14:50:19 GMT

HI @AliG1

did you check the Community inbox?

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

if still no reply, please message support again. You can go to the inbox, and change to the Sent item and then look for the ticket you sent and reply on that

Re: Chatbot Ticket Issue is Resolved!

AliG1 — Mon, 04 Mar 2024 15:00:11 GMT

I got a reply asking for more information a few minutes. Now awaiting another reply.

Re: Chatbot Ticket Issue is Resolved!

Navee — Mon, 04 Mar 2024 20:25:42 GMT

Why will they not respond? If they don't then why would they mention support 7 days a week from 9am to 10pm? You don't use your phone on a weekend? How come other service providers are able to respond and also take calls with a real person? This indicates that customer is not the king here but no less than a beggar trying different ways to get support.

Re: Chatbot Ticket Issue is Resolved!

Croft — Mon, 04 Mar 2024 23:02:29 GMT

It's all a choice. We get more data for our money but customer care/service suffers. If we want better service then we could go to Rogers or Telus who give less data in return for the extra service. I am not complaining, I have made my choice and have gotten adequate service through the Community. Would I like booths in every mall where I can take my phone for adjustments? Yes. Am I willing to pay a lot every month on my bill for that? No. It is all choices.

Re: Chatbot Ticket Issue is Resolved!

AliG1 — Tue, 05 Mar 2024 00:49:03 GMT

I finally got through this morning and then because I mistyped a number it took until 3 to get my account up and my number ported from Koodo. It's all good now. But the lack of support on Sunday when it is stated it is available was a frustration for sure

Re: Chatbot Ticket Issue is Resolved!

phhawk — Sun, 10 Mar 2024 05:06:25 GMT

it still sucks most of it is get a ticket when i rather have some actually look into the matter like on the call

Re: Chatbot Ticket Issue is Resolved!

sigdog — Sun, 10 Mar 2024 14:08:52 GMT

I just saw this today... is this issue fully resolved? I could not contact support or submit a ticket for my issue (the link went to an error page) through Chatbot yesterday and was directed to message cs-agent... Will I even get a response?