topic Re: No response from Moderators in Get Support

No response from Moderators

shatilas — Tue, 04 Jan 2022 23:38:14 GMT

Hi there, I just recently joined PM and the very first problem that I am facing is the lack of support. I can not port my number from Koodo prepaid and it has been almost 24 hours since I have messsaged the moderators. Can anybody help?

Update: My issue has been fixed by one of the moderators. Seems like they are having a burst of activations due to recent promos. Be patient, guys!

Re: No response from Moderators

cappaj — Fri, 03 Aug 2018 13:06:28 GMT

@shatilas wrote:
Hi there, I just recently joined PM and the very first problem that I am facing is the lack of support. I can not port my number from Koodo prepaid and it has been almost 24 hours since I have messsaged the moderators. Can anybody help?

The official response time is "up to 48 hours" - usually they're a lot quicker to get back than that, but with all the new sign ups this past weekend and a technical issue that affected a lot of customers this week, the mods have been extra busy lately. But you should hear back soon!

Re: No response from Moderators

Dunkman — Fri, 03 Aug 2018 13:34:08 GMT

@shatilas

Sorry to hear about your port issues. A few people had issues over the last weekend promotion. Is you Koodo account prepaid still active? Otherwise, it should have ported easily since both Koodo and Public MObile are owned by same company

Usually need moderator help then, From my experience, I had a relative simple request for moderator Wednesday morning at 9 AM EST, got a response at 11 AM EST Thursday. Just over 24 hours... Hopefully, moderator should respond soon.

Re: No response from Moderators

dna2016 — Fri, 03 Aug 2018 13:49:44 GMT

@shatilas Really sorry to hear about your porting problem, unfortunately this is an issue that only the MODS can handle, there's nobody else including Oracles who can fix this.

MODS operate on a first come first serve triage system, so they will get to your request. Generally it will take 24-48 hours, however I would suspect possibly up to 72 hours due to the different promotions going on creating a massive amount of activations, which creates more backlog for MODS. As long as you sent a message to @CS_Agent then they will get to you. Good thing is your issue is pretty quick to resolve, they will re-submit your port internally and takes less than an hour once they do that, usually.

Re: No response from Moderators

roniwest — Fri, 03 Aug 2018 14:13:31 GMT

im having the same issue with my lucky mobile port 😞

Re: No response from Moderators

Dunkman — Fri, 03 Aug 2018 14:29:31 GMT

@roniwest

Sorry to hear about the port issues. You are not the only one. Have you contacted a moderator? If so, need to wait unfortunately. It looks like it is taking 1-3 days for porting issues to be resolved. Hopefully, your case will be quicker.

Just in case you have not contacted moderator:

Here is instructions to contact moderator:

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-How-to-Contact-our-Community-M…

Or just send a private message through the following link :
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Community Moderators are available from Monday to Friday 9am (EDT) to 9pm (EDT) and Saturday, and Sunday from 9am (EDT) to 7:30pm (EDT)

Re: No response from Moderators

Anonymous — Fri, 03 Aug 2018 15:17:09 GMT

@Dunkman wrote:
@shatilas
Sorry to hear about your port issues. A few people had issues over the last weekend promotion. Is you Koodo account prepaid still active? Otherwise, it should have ported easily since both Koodo and Public MObile are owned by same company

Usually need moderator help then, From my experience, I had a relative simple request for moderator Wednesday morning at 9 AM EST, got a response at 11 AM EST Thursday. Just over 24 hours... Hopefully, moderator should respond soon.

@Dunkman, @shatilas, since it is a port from Koodo PREPAID, a moderator must get involved. For some reason, the system is unable to do the port from Koodo prepaid to Public mobile (prepaid)without moderator intervention.

Re: No response from Moderators

popping — Fri, 03 Aug 2018 15:30:28 GMT

@Anonymous wrote:
@Dunkman wrote:
@shatilas
Sorry to hear about your port issues. A few people had issues over the last weekend promotion. Is you Koodo account prepaid still active? Otherwise, it should have ported easily since both Koodo and Public MObile are owned by same company

Usually need moderator help then, From my experience, I had a relative simple request for moderator Wednesday morning at 9 AM EST, got a response at 11 AM EST Thursday. Just over 24 hours... Hopefully, moderator should respond soon.
@Dunkman, @shatilas, since it is a port from Koodo PREPAID, a moderator must get involved. For some reason, the system is unable to do the port from Koodo prepaid to Public mobile (prepaid)without moderator intervention.

I read a post yesterday that Koodo prepaid and PM are using the same backend. Therefore, the porting system will treat both Koodo prepaid and PM as the same provider. Therefore, moderator needs to port the number manually. At this point, @shatilas just wait after sending private message.

Re: No response from Moderators

roniwest — Fri, 03 Aug 2018 17:09:53 GMT

I already did but thank you I sent a message yesterday. Im hoping I get some kind of reply before the end of the day.

Re: No response from Moderators

shatilas — Fri, 03 Aug 2018 17:11:39 GMT

Thank you all. I am not used to wait this much. Since PM is solely based on community and moderators, what I can do without waiting. 😄 Patience is a virtue!!

Looking forward to having a faster solution.

Re: No response from Moderators

otty — Fri, 03 Aug 2018 18:36:09 GMT

Similar issue here porting from Koodo postpaid. I Initiated the port from self serve. All the infor was correct. within about 20 minutes I got an email from Koodo confirming my account cancellation but the number is still not ported to public mobile sim. My koodo sim is now inactive and everyone trying to call me is getting "this number is not in service" message. I have restarted my phone numerous times. My self serve acccount online is still showing the wron number. I have contacted the moderator_team more than 24 hours ago and no response. You would think PM and Koodo being the same company could have a smoother process here...

Update: mods fixed the isse. Apparently the port was succesful but the number was not assigned to my account...somehow. Anyways, all fixed up and good to go!

Re: No response from Moderators

tarek_omey — Fri, 03 Aug 2018 23:57:56 GMT

It's been almost 48 hours since I have sent a message to the moderators and no response yet. I have lost 2 days worth of service already, not happy with this second pm line so far. 😞