topic Re: NEW BUG in Get Support

NEW BUG

Luddite — Wed, 05 Jan 2022 06:01:38 GMT

WOWIE and not in a good way. There seems to be a new bug that affects current customers: SERVICE JUST STOPS. Payment is up to date and account may even say "Active". I am responding as follows:

Seems to be a new bug.

Do one, or all, of the following:

- post your issue to PM on Facebook/Twitter

- send tech support the webform found by following the "buttons" in this link, https://publicmobile.ca/en/on/get-help

- send a private message to any moderator ( @Shazia_K for example) with your phone number and a description of what has happened, but given their backlog it will likely be several days before they respond

While your service is down you can make phone calls with an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.

Re: NEW BUG

ShawnC13 — Mon, 28 Nov 2016 17:41:14 GMT

YIKES so your service has just stopped on its renewal date?

Re: NEW BUG

imm1304 — Mon, 28 Nov 2016 22:01:46 GMT

It happened to one of my lines mid-cycle. Luckily, it was just the first day of the new promo and one of the mods was able to sort it out within minutes.

Re: NEW BUG

robertbarrett — Tue, 29 Nov 2016 16:38:24 GMT

I have the same issue. I've had no service since yesterday

Mods, any help?

Re: NEW BUG

daredogg — Wed, 30 Nov 2016 18:19:47 GMT

Wow @Luddite more and more I'm seriously reconsidering changing my plan to anything else, ever. I was saving up for a 90 day plan starting in January, but maybe I'll just stick with the 30 days at a time. Just wondering, did you decide to upgrade to promo plan, or did you stay with what you had?

Re: NEW BUG

srlawren — Wed, 30 Nov 2016 18:22:07 GMT

@daredogg this doesn't seem to affect everyone. I still think you're better off to go to a 90 day plan in Jan if you can. By then, hopefully the backlog will be long gone (there will be some residuals over the next little while of people with scheduled plan changes to the promo plan that won't work, but overall the big bulk should be done well before then), so you should be able to get it resolved pretty quickly if there is an issue. The 90 day plans are a better value, and once you're on it, you're renewals are 3 times less frequent, so even fewer opportunity for renewal related issues.

Re: NEW BUG

srlawren — Wed, 30 Nov 2016 18:23:01 GMT

@robertbarrett did you send a private message to one of the moderators? I'm pretty sure @Shazia_K was working this morning, probably still is.

Re: NEW BUG

daredogg — Wed, 30 Nov 2016 18:37:37 GMT

Thanks @srlawren, makes sense with less opportunity for error with the 90 day plans. My initial experience with the moderators was great, and I hope by the time January rolls around, the speed of response will be back to normal (or at least the new normal, whatever that may be).

BTW, I like your message footer... I had a few people private messaging me, thinking I was a moderator as well.

Re: NEW BUG

Shazia_K — Wed, 30 Nov 2016 18:39:30 GMT

Hello @robertbarrett,

I'm sorry about this,

I did receive your PM but the public Mobile phone number is missing.

Thanks,

Shazia

Re: NEW BUG

srlawren — Wed, 30 Nov 2016 18:41:09 GMT

@daredogg thanks! It was a bit of a desperation move as I was getting quite a few people private messaging me during the promo period thinking I could fix up their accounts. It wasn't a big deal to reply and point them towards a moderator, but sometimes it wasn't convenient for me to get to the message right away, and it would just add more delay to them getting help. I figured the footer (signature in My Settings) was worth a try. It seems to be working.

Yeah I'm sure you and I weren't alone. I'd bet @Rockdaddy22 and the other oracles got a lot of private messagess. Probably several other active community members probably got contacted too.

Re: NEW BUG

srlawren — Wed, 30 Nov 2016 18:41:57 GMT

@Shazia_K to the rescue! @robertbarrett please send her your phone number by private message for assistance. 🙂

Re: NEW BUG

jigginsmcgee — Thu, 01 Dec 2016 00:36:00 GMT

Pretty frustrating to see @Shazia_K come in here and help somebody out when folks have been waiting days without a reply (yes, I'm one of those folks).

I'm one of those that fall under the renewal bug that has dropped service completely. Sad times indeed.

Re: NEW BUG

kav2001c — Sun, 04 Dec 2016 22:10:16 GMT

Hmm

In just over a month...

Failed plan changes YES

Failed activations YES

Payment problems YES

Service interuptions YES

Giving away phone numbers YES

Account deactivations YES

SIM cards unprovisioned YES

Port problems YES

Rewards gone YES

I can only shake my head

I know mods are working hard to fix urgent issues but I hope Public powers are trying to fix the plumbing underneath though

Re: NEW BUG

imm1304 — Sun, 04 Dec 2016 22:14:30 GMT

@kav2001c,

Thats a whole lot of problems to deal with in such a short time.

Incredible is the fact that you kept your cool through all this.

You deserve to win the $100 gift for the survey.

Re: NEW BUG

kav2001c — Sun, 04 Dec 2016 22:18:44 GMT

@imm1304 lol that was for "new" clients

And no I did not personally have every issue on list (prob half )

I was just commenting on what has been happening around here

Re: NEW BUG

imm1304 — Sun, 04 Dec 2016 22:34:30 GMT

My guess is that you are a "new" client to the system because someone at PM refreshed/re-created your account to fix whatever issues your account was having.

Glad to hear that you didn't personally experience that long list of problems.

Re: NEW BUG

cotemat — Sun, 11 Dec 2016 22:09:39 GMT

I have the same issue, it's been more than 4 days now and I can't get any responses from Public Mobile

Extremely disappointed

Reference tag: #3155-5947

Re: NEW BUG

david_l — Mon, 12 Dec 2016 02:04:01 GMT

Uh... is there any known reason why this bug occurs? Does doing something in particular make it more likely for this bug to occur? I ask because I use this phone for business and if my service goes down for a long period of time, I am screwed and may need to jump ship to a more reliable carrier.

Re: NEW BUG

Rockdaddy22 — Mon, 12 Dec 2016 02:06:42 GMT

I've been with PM over a year and have never lost service. I think it's pretty rare

Re: NEW BUG

cotemat — Mon, 12 Dec 2016 02:18:29 GMT

I lost my service on the renewal date, I paid for 90 days, (transaction successful) but not services since... It's been 5days... Can't get any responses from Public Mobile 😞