topic Re: 10 Days and the Issue still remains. Incomplete Port. in Get Support

10 Days and the Issue still remains. Incomplete Port.

W3 — Wed, 05 Jan 2022 06:00:13 GMT

I have transfered services from Wind to Public Mobile for 10 days now and I still have the same problem. I cannot recieve incoming calls. I have a support request (#2694-5408) for this problem already, asked for help from the community a while back ( http://productioncommunity.publicmobile.ca/t5/Discussions/Incomplete-port-from-Wind-No-incoming-calls/m-p/106674#M31439 ), and PM one of the mods. No response.

I work a job with a necessity of a phone, and its has been very difficult for my employer and myself. This is definitely frustrating and disappointing.

Re: 10 Days and the Issue still remains. Incomplete Port.

seannseto — Sun, 27 Nov 2016 14:57:44 GMT

I am in the same boat as you (porting from Rogers), been 7 days now and still no response from either of the two mods. I understand that the promo must've caused a huge backlog so we just have to be patient. I just hope that our billing cycle resets to the first day we actually get service.

Re: 10 Days and the Issue still remains. Incomplete Port.

rashmo — Sun, 27 Nov 2016 15:03:55 GMT

I agree, I have been waiting 9 days and reach out multiple different methods with absolutely no response. This includes submitting Help tickets which generates an auto-reply indicating a response within 48 is expected.

I can appreciate the unexpected influx of support issues Public Mobile is facing due a great promo ending. However Public Mobile does need to take responsibility and shoulder the blame on the result and how its is still being handled over a week later. When I say public mobile I am referring to the management team not the moderators who have been shouldering the burden.

Self-service does NOT mean NO customer service. Public mobile is a subsidiary of Telus one of the largest telecom service providers in Canada. There is no excuse for the public mobile team not to be taping into the wealth of resources at Telus's to assist with backend issues.

In the times of customer service I can say this has been been one of my worth experiences dealing with support. Very close to 2 weeks and no way of effectively trying to engage assistance.

Re: 10 Days and the Issue still remains. Incomplete Port.

aphantom — Sun, 27 Nov 2016 15:04:43 GMT

Same here. 10 days.

This is the worst customer service I've ever had.

Re: 10 Days and the Issue still remains. Incomplete Port.

rashmo — Sun, 27 Nov 2016 15:14:04 GMT

The lack of response is what is really frustrating to me. I can understand issues taking a few days or even a week + to resolve but to not even get a response is extremely disappointing.

There doesn't appear to be any other outlet at Public Mobile that I can try. CCTS is a independent body setup to assist consumers with resolving issues with their telecom provider. https://www.ccts-cprst.ca/complaints/complaint-form . At this point this may fall into those situations.

Re: 10 Days and the Issue still remains. Incomplete Port.

seannseto — Wed, 30 Nov 2016 13:44:11 GMT

Just as an update, my phone was successfully ported yesterday. Took about 12 days just to give a sense about wait time.

Re: 10 Days and the Issue still remains. Incomplete Port.

Rockdaddy22 — Wed, 30 Nov 2016 13:46:45 GMT

Thank you so much for the update @seannseto do you mind telling us how you got it solved, who contacted you? Welcome to the PM family 🙂

I had sent a message to Shazia_K and provided her with my...

seannseto — Wed, 30 Nov 2016 13:58:38 GMT

I had sent a message to Shazia_K and provided her with my (1) PM Sim, (2) phone number that I wanted to port, (3) Rogers Account Number and (4) IMEI of my phone. Everything else was taken care of for me. My Rogers Sim stopped receiving service and that's when I knew it had gone through

Re: 10 Days and the Issue still remains. Incomplete Port.

Rockdaddy22 — Wed, 30 Nov 2016 14:00:45 GMT

She's awesome, I thought it might be her. Thank you for the update 🙂