topic Please help on how to contact a Moderator in Get Support

Please help on how to contact a Moderator

Derk — Wed, 05 Jan 2022 05:37:28 GMT

I've waited close to 48 hours for my number to be ported over. I did get a notice from Bell that it has been cancelled ... so it must be somewhere!

Anyways, trying to follow the process to contact a moderator via messaging but unable to enter the "@moderator_team", whenever I type it into the address box and move to start typing the message the address dissapears.

What am I missing here?

Derk

Re: Please help on how to contact a Moderator

Dunkman — Wed, 22 Aug 2018 13:47:02 GMT

Here is instructions to contact moderator:

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

Recommendation: do not send multiple message to moderators. Each new message will put you further down the job list.

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

Please include in the private message your phone number, account number and PIN code.

Re: Please help on how to contact a Moderator

jp2 — Wed, 22 Aug 2018 13:48:20 GMT

just click the link it will put the address in for you

How can you get help with your account, activation, or service?

Click here to send them a private message.

In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue.

How long until they reply?:

Office Hours: Mon-Friday 9 am to 9 pm, and Saturday & Sunday from 9 am to 7:30 pm [Toronto Time]

Typical response time is between 1-3 hours, depending on how many messages in the queue, but can be up to 48 hours.

There is no need to send multiple messages. In fact, each message you send will put you all the way to the back of the line.

Re: Please help on how to contact a Moderator

joannjules — Wed, 22 Aug 2018 15:23:35 GMT

Hello all! I'm having problems getting in touch with a moderator as well. Sent a DM to one (Steph) on Sunday and haven't heard back yet. I have a payment due but can't make it until a moderator helps me with getting back into my account. I haven't resent a msg since everyone says not to (and I understand why), but waiting four days seems a bit long. Should I send another msg? I kinda need my phone in a workable state, lol! 🙂

Re: Please help on how to contact a Moderator

mimmo — Wed, 22 Aug 2018 15:29:59 GMT

@joannjuleshave you tried calling 611, you can make a payment through there with a voucher or if your cc is on file and you know your pin.

I would probaly message the mods again. they seem to be on a 24 hour reply time now i thiink.

Will tag them just incase as well. @CS_Agent can you look into this its been four days since a message was sent.

Re: Please help on how to contact a Moderator

Derk — Wed, 22 Aug 2018 15:32:21 GMT

An update .... first thanks to those that replied to my query. I haven't heard back from a moderator as of yet, but my number did get ported over shortly after my post. I don't know if this was due to the normal processing time or if a moderator assisted.

thanks again!

Re: Please help on how to contact a Moderator

dna2016 — Wed, 22 Aug 2018 15:46:19 GMT

@Derk, porting can take anywhere from 15 minutes to 1-2 days sometimes. If a Moderator had done something then they would have reached out to you, I suspect there was just a bit of a delay in the switch. Any time you message a MOD they will reach out to you, but depending how busy they are they can take up to 48 hours to 72 hours to contact you. Glad to hear everything worked out for you.

Re: Please help on how to contact a Moderator

joannjules — Wed, 22 Aug 2018 16:20:37 GMT

Hi Mimmo_L, thank you so much for your response, and for tagging the moderators. With dialling 611 the problem lies in my phone...the speaker is shot so I can't hear the prompts (dial one for....etc.) Somebody else has suggested headphones but I haven't had a chance to go out and get a pair, in the meantime I'm getting really good at txting on a teensy little keyboards, lol. Will send moderators another msg with the account number etc. in it, the first one didn't have that since I wasn't aware it was needed (d'oh!) 🙂

Re: Please help on how to contact a Moderator

joshuacardinal — Wed, 22 Aug 2018 17:07:15 GMT

@joannjules wrote:
Hello all! I'm having problems getting in touch with a moderator as well. Sent a DM to one (Steph) on Sunday and haven't heard back yet. I have a payment due but can't make it until a moderator helps me with getting back into my account. I haven't resent a msg since everyone says not to (and I understand why), but waiting four days seems a bit long. Should I send another msg? I kinda need my phone in a workable state, lol! 🙂

I sent a dm to two diff moderators and moderator team within the last 2 weeks and never got a response at all from any. It's crazy how long it takes

Re: Please help on how to contact a Moderator

Mike40999 — Wed, 22 Aug 2018 17:18:45 GMT

hi here is some info to contact moderator.

Here is the link explaining how to contact moderators (onle select one) https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moder... (click any of the mods name then select send private message) When private messaging the mod (just select one) send them: 1) account email address 2) PM phone number 3) explanation of what is happening Just an FYI they are extremely busy right now with all problems that other people have had, but they will get to you!

Re: Please help on how to contact a Moderator

cappaj — Wed, 22 Aug 2018 17:19:06 GMT

@joshuacardinal wrote:
@joannjules wrote:
Hello all! I'm having problems getting in touch with a moderator as well. Sent a DM to one (Steph) on Sunday and haven't heard back yet. I have a payment due but can't make it until a moderator helps me with getting back into my account. I haven't resent a msg since everyone says not to (and I understand why), but waiting four days seems a bit long. Should I send another msg? I kinda need my phone in a workable state, lol! 🙂
I sent a dm to two diff moderators and moderator team within the last 2 weeks and never got a response at all from any. It's crazy how long it takes

I don't have any immediate help, but I think best way in the future is to send one message to Moderator_Team (that way, it goes to all the moderators) - and then make sure you don't send any follow-up messages before they reply - apparently that sends you to the bottom of the queue.

Re: Please help on how to contact a Moderator

Mike40999 — Wed, 22 Aug 2018 17:23:37 GMT

hi there , this is better link.

Please help on how to contact a Moderator

Here is instructions to contact moderator:

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

Recommendation: do not send multiple message to moderators. Each new message will put you further down the job list.

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

Please include in the private message your phone number, account number and PIN code.

Re: Please help on how to contact a Moderator

ShawnC13 — Wed, 22 Aug 2018 17:27:16 GMT

@joshuacardinal wrote:
@joannjules wrote:
Hello all! I'm having problems getting in touch with a moderator as well. Sent a DM to one (Steph) on Sunday and haven't heard back yet. I have a payment due but can't make it until a moderator helps me with getting back into my account. I haven't resent a msg since everyone says not to (and I understand why), but waiting four days seems a bit long. Should I send another msg? I kinda need my phone in a workable state, lol! 🙂
I sent a dm to two diff moderators and moderator team within the last 2 weeks and never got a response at all from any. It's crazy how long it takes

Do not address your Private messages to individual Moderators. For service it should ALWAYS be addressed to Moderator_Team

Re: Please help on how to contact a Moderator

joannjules — Wed, 22 Aug 2018 17:30:23 GMT

Thank you, Shawn! Have sent msg to all moderators and promise I won't send another. Will be patient, I know how busy they can get. 🙂

Re: Please help on how to contact a Moderator

ShawnC13 — Wed, 22 Aug 2018 17:34:14 GMT

@Mike40999 wrote:
hi here is some info to contact moderator.

Here is the link explaining how to contact moderators (onle select one) https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moder... (click any of the mods name then select send private message) When private messaging the mod (just select one) send them: 1) account email address 2) PM phone number 3) explanation of what is happening Just an FYI they are extremely busy right now with all problems that other people have had, but they will get to you!

Mike your link was bad it gave me a permanently deleted message. As well we do not send customer service requestst o individual moderators. All requests should be sent to Moderator_Team https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/The-Public-Mobile-Moderator-Team/ta-p/251759

Re: Please help on how to contact a Moderator

superbaby52 — Wed, 22 Aug 2018 17:43:17 GMT

i waited to for someone to contact me too. so i went to profile who contacted me.and there i saw she was online.hopeful you get a answer soon..

Re: Please help on how to contact a Moderator

joshuacardinal — Wed, 22 Aug 2018 18:13:42 GMT

@ShawnC13 wrote:
@joshuacardinal wrote:
@joannjules wrote:
Hello all! I'm having problems getting in touch with a moderator as well. Sent a DM to one (Steph) on Sunday and haven't heard back yet. I have a payment due but can't make it until a moderator helps me with getting back into my account. I haven't resent a msg since everyone says not to (and I understand why), but waiting four days seems a bit long. Should I send another msg? I kinda need my phone in a workable state, lol! 🙂
I sent a dm to two diff moderators and moderator team within the last 2 weeks and never got a response at all from any. It's crazy how long it takes
Do not address your Private messages to individual Moderators. For service it should ALWAYS be addressed to Moderator_Team

I went to a store and they called Public Mobile and I talked to the lady on the phone and she specifically told me to look at the list of moderators and contact one.

Probably something that should be posted somewhere on the site so people know vs having to read through other peoples discussions and finding out the Moderator_Team is the right one to PM. Seems like half the discussions on this forum are about how to contact moderators

Re: Please help on how to contact a Moderator

Anonymous — Wed, 22 Aug 2018 18:19:40 GMT

@joshuacardinal wrote:
Seems like half the discussions on this forum are about how to contact moderators

We're all fellow customers. We can all help each other as much as we can. But when it comes to deeper technical issues or of course account/money issues then that needs the attention of the mods.

The worst one is the non-working automatic password reset. All. This. Time.

Re: Please help on how to contact a Moderator

wetcoaster — Wed, 22 Aug 2018 18:36:05 GMT

@joshuacardinal wrote:
@ShawnC13 wrote:
@joshuacardinal wrote:
@joannjules wrote:
Hello all! I'm having problems getting in touch with a moderator as well. Sent a DM to one (Steph) on Sunday and haven't heard back yet. I have a payment due but can't make it until a moderator helps me with getting back into my account. I haven't resent a msg since everyone says not to (and I understand why), but waiting four days seems a bit long. Should I send another msg? I kinda need my phone in a workable state, lol! 🙂
I sent a dm to two diff moderators and moderator team within the last 2 weeks and never got a response at all from any. It's crazy how long it takes
Do not address your Private messages to individual Moderators. For service it should ALWAYS be addressed to Moderator_Team
I went to a store and they called Public Mobile and I talked to the lady on the phone and she specifically told me to look at the list of moderators and contact one.
Probably something that should be posted somewhere on the site so people know vs having to read through other peoples discussions and finding out the Moderator_Team is the right one to PM. Seems like half the discussions on this forum are about how to contact moderators

@joshuacardinal

It's in the Knowledge Base: How to Get Help...

Part of the support system design here is that the community can (and will) help with a lot of technical problems, and often it's not necessary to contact a moderator.

There are some members in the community who use "contact the moderators" as standard reply even if your fellow community members or oracles can solve the problem (which most of the time has already been discussed several times before and a solution could often be found by doing a search...) And I agree with @Anonymous that the majority of threads would be non-existent if the password reset would be fixed properly.

Moderators are the only ones who can help with account problems though.

Re: Please help on how to contact a Moderator

joannjules — Wed, 22 Aug 2018 19:59:55 GMT

Thank you, Joshua! I did do a search before trying to contact a moderator but it's a good thing to point out. People so often just don't take the time when in reality it sometimes takes *less* time to find a solution on your own rather than wait for someone to respond. Thanks for pointing it out. 🙂