topic Re: Moving forward together in Announcements

Moving forward together

Dave_M — Mon, 21 Nov 2016 18:42:08 GMT

Hello Public Mobile community,

I want to thank all of you for your interest in Public Mobile’s fall promotion, which expired last night at midnight. The interest we have seen has been overwhelming and we are so happy to welcome all of you to our brand!

We realize many of you are still experiencing issues and I want to assure you that our team is continuing our focus on resolving customer issues faced during the promotional period. This is our number one priority.

To accelerate resolving our backlog of issues we have our core support team working overtime, and we have asked for extra help throughout the organization. In addition we have our systems folks doing deep dives into the issues we’ve seen to find solutions ASAP.

I thank you for the patience you continue to show, and I look forward to continuing our conversation on the community as we move forward together.

Sincerely,

Dave.

Re: Moving forward together

jlm1991 — Mon, 21 Nov 2016 18:44:07 GMT

Thanks for the reply Dave. Glad to see the company is orking on fixing issues for many people

Re: Moving forward together

Civic_E — Mon, 21 Nov 2016 18:44:40 GMT

@Dave_M Hey Dave,

Can't port my Freedom Mobile (WIND) number to PM. It's been 3 days without service! Still paying WIND and PM. I am not rich like you. Otherwise I would have been with Rogers

Re: Moving forward together

doucanada — Mon, 21 Nov 2016 18:45:22 GMT

Thnaks for the update, glad to know you're doing something about the backlog.

Re: Moving forward together

ToniCipriani — Mon, 21 Nov 2016 18:45:54 GMT

Should we continue to use PMs, or should we use the Support ticket system? I have PMs from last Thursday still unread, whole situation seems very disorganized.

Re: Moving forward together

ShawnC13 — Mon, 21 Nov 2016 18:48:57 GMT

Thanks for the update and to all working overtime to get the issues resolved and all these people back with a functioning phone!! Hope things settle down and will be a little more "normal" around here. I don't know what normal around here is as I came in on the promo but I can't imagine what I have seen here in 3 weeks is normal state. Great community that do a lot to help out others and try to resolve issues before requiring a mod.

Re: Moving forward together

saje_ward — Mon, 21 Nov 2016 18:53:53 GMT

Thank you Dave. So how do we get support? I have been charged $270 and I have no service.

I have sent the following message (with the full details, I have edited for this post) via PM to @Jeremy_M but welcome actual help in the interim.

I am (attempting to be) new to the PM community. I just tried to activate my new SIM and port my Telus account 613####. My email address is ######. When I got to the final page, after entering payment information it said that the account activation had failed (even though I received two text messages on 613-####which is my alternate number). When I tried to do it again I am being told that the SIM is invalid. The number of the SIM is 8912230000287...... There is a charge of $135.60 from Telus Pre auth on my VISA and a $120 charge from Public Mobile as well. I am not able to log in to my account to see it or make any changes. I did try both my email address (#####) and my spouse's email address (####) and neither is recognized by the system.

My Telus account number (for both phone numbers) is #######. The account is under #####. The Telus account is active and our contract with them ends on the 28. When I called they said that we could port anytime.

The SIM card is not being read by my phone, it says it is not activated, and my Telus SIM still works just fine.

I have a second PM SIM for my spouse's phone. Which I have now activated. Problems with that are listed below.

I have also emailed PM. Yes the phone is unlocked, we've used it in several countries.

~~~~~~~~~~~~~~~~~~~~~

The second phone was activated this morning. The SIM for that one is 89122300002878..... I tried to use the phone above as the referrer but was unable to so I left it blank. Please rectify that once we get this all resolved.

I opted to do the port later since I had problems above. I did successfully activate the SIM. The account number is ######. I attempted to port in my number from Telus (6######) on the “plans and add ons” but the whole page is riddled with errors. After multiple attempts I am giving in to the red text telling me to contact Public Mobile for assistance.

My Telus account number (for both phone numbers) is ###. The account is in my name ####. The Telus account is active and our contract with them ends on the 28. When I called they said that we could port anytime.

I appreciate your help as I see that there are many like me who are having problems. I am sure that you are up to your ears in requests for help.

We are happy to have the $120 and 90 days for each account start on the day that proper service commences for both.

Thank you

Re: Moving forward together

imcphers — Mon, 21 Nov 2016 18:54:44 GMT

@ShawnC13

Normal was - put a question/issue into the moderators and have a solution/response within an hour.

If you tagged them in a post they jumped right in with a comment.

The service was fantastic.

Hopefully we return to "normal" over the next couple of weeks. The support model really worked well when there wasn't such a high influx of new customers with issues.

Re: Moving forward together

Civic_E — Mon, 21 Nov 2016 18:54:50 GMT

@Dave_M yah i have been sending PM but no one is reading it. I have been seeing Mod's are replying to people related to reward issue!!! come on some of us have bigger problem than resolving reward issues

Re: Moving forward together

ShawnC13 — Mon, 21 Nov 2016 19:08:07 GMT

@imcphers I can see that happening again once the issues are resolved as from my experience (liile as it maybe) the mods do get things done when they get to it. Just such a huge back log for some that is the issue. Again I would really love to find out how much is system error vs user error

Re: Moving forward together

ToniCipriani — Mon, 21 Nov 2016 19:10:21 GMT

@ShawnC13 wrote:
@imcphers I can see that happening again once the issues are resolved as from my experience (liile as it maybe) the mods do get things done when they get to it. Just such a huge back log for some that is the issue. Again I would really love to find out how much is system error vs user error

But it does highlight the model's lack of capacity to expand. Unless they don't do promos anymore, this will happen again.

I understand the need to cut out support resources as a low-cost carrier, but then focus should be on efficiency.

Re: Moving forward together

wshrews — Mon, 21 Nov 2016 19:17:06 GMT

I had Shazia begin working on my issue on Friday and she hasn't been back online since. It's almost time for another Koodo bill to come in... Could somebody else take over where she left off? @Dave_M @Jeremy_M

Re: Moving forward together

akpo — Mon, 21 Nov 2016 19:22:31 GMT

A lot of people, including me, are stuck in Port. Everything works great but we cannot get incoming calls (gets sent to voicemail).

Any help is appreciated and keep up the good work!

Re: Moving forward together

marta — Mon, 21 Nov 2016 19:25:54 GMT

It's good to hear there is some movement on resolving all the issues people are facing.

Personally, i hope the team is working through the backlog of support tickets in the order received.

I opened a support ticket exactly 7 days ago, and PM'd a mod 2 days ago. I have a failed port with no incoming calls, so now i have 2 partially working sims, one from PM and one from my old carrier. And i'm being rebilled from my old carrier in 2 days unless i get ported over.

Hoping you guys get to my week old ticket soon.

Re: Moving forward together

Kylam1015 — Mon, 21 Nov 2016 19:47:07 GMT

Good to hear you're adding more resources to deal with the back log. Hopefully everything gets resolved and we can all be happy customers! ^^

Re: Moving forward together

McLaren — Mon, 21 Nov 2016 19:50:52 GMT

And lets all move forward together by not sending multiping messages to them and cauing more of a backlog.

Re: Moving forward together

makkahn28 — Mon, 21 Nov 2016 19:52:59 GMT

Luv what PM is doing. We all love PM, and our eternal thanks

Thanks @Dave_M, @Jeremy_M, @Shazia_K, @Mary_M, @Val_T, @Saray_O

@David_J, @Brooke_C

Special thanks to @Lachlan_M, @Mansi_G, @Moid_I, @Mat_F, @Caroline_B

Special thanks to The Founder of PM, Alek Krstaic, w/o we wouldn't have an awesome carrier today

Re: Moving forward together

CaNuCk07 — Mon, 21 Nov 2016 20:05:20 GMT

@ToniCipriani Believe this was addressed by Dave. They've hired additional help and they're tech deep is delving into the cause of hte issues, which one could infer would allow them to be prepared for the next promo.

Re: Moving forward together

kevdanga — Mon, 21 Nov 2016 20:06:45 GMT

@Dave_M, what will PM be doing for those who ordered a sim with lots of time before the promotion, I ordered on November 7th, and never received one and thus couldn't sign up for the promotional rate? Are you able to resend the sim and allow me to signup for the promotional plan? I can send order # if needed.

Re: Moving forward together

WearySky — Mon, 21 Nov 2016 20:17:18 GMT

@saje_ward - @Jeremy_M isn't one of the mods that offers support - you'd want to message one of the 4 mods mentioned in the "All you need to know about our community moderators" post. That would be @Shazia_K, @Mary_M, @Saray_O and @Caroline_D.

And @kevdanga - they've announced that people who ordered sims before the cutoff will indeed be able to take advantage of the promo. I imagine you'll have to send a message to the mods and they'll help you sort out your order of your sim card. But folks currently without service will likely take priority over your problem, so it may take a bit to get it sorted out.