topic Re: How soon to get a help the Moderator_Team ? in Get Support

How soon to get a help the Moderator_Team ?

markch — Wed, 05 Jan 2022 06:49:40 GMT

I have transfered a number from koodo to PM yesterday. but both the old number and transfer number has been not working from yesterday. I sent a msg to Moderator_Team yesterday, no reply until now. How soon will they reply and fix my phone problem ?

Re: How soon to get a help the Moderator_Team ?

markch — Mon, 17 Sep 2018 18:03:50 GMT

by the way, is this the only way to get help ?

Re: How soon to get a help the Moderator_Team ?

smp99 — Mon, 17 Sep 2018 18:09:46 GMT

If you need to contact a Moderator, then yes, a private message is the only way to contact them.

The current wait time as of last week was about 48 hours - but I sense things have calmed down a bit so wait time may have improved.

What steps have you done to try and trouble shoot your problem?

Re: How soon to get a help the Moderator_Team ?

ashleyb — Mon, 17 Sep 2018 18:17:34 GMT

There is no contact number. If you need help from the Mods you have to PM them. I am sure the volume is quite high and they are working through any PMs they may get. I would just wait for a reply. The wireless sales associate advised me it's only online support. No contact number to reach them.

Re: How soon to get a help the Moderator_Team ?

srlawren — Mon, 17 Sep 2018 18:44:44 GMT

@markch to answer your question of how, please see below:

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

Please contact the Community Moderator Team to get gelp with you account.
They are Public Mobile support employees who can help with your issue (More details).
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

If you have a Porting issue, please also include:

The number you want to port, PM sim number, old account number, old account name exacly as on bill

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
Messages are replied to during business hours and in the order they are received
Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
There is no need to send multiple messages.

Additional Useful Information:

Search PM-GUIDE (remove "-" during the search) to find some informative posts and answers to many common questions about Public Mobile

Re: How soon to get a help the Moderator_Team ?

markch — Tue, 18 Sep 2018 01:18:47 GMT

1 It has been over 48 hours.

2 have restarted the phone a few time. no luck. it shows the phone registers to PM network, but can't make a call or use any data. even calling to 611 fails.

Re: How soon to get a help the Moderator_Team ?

Dunkman — Tue, 18 Sep 2018 01:21:24 GMT

@markch

Unfortunately, it can even be longer. The moderators are finished work for today 9 PM EST, so hopefully, by tomorrow morning sometime..... It can be definitely frustrating.....

Re: How soon to get a help the Moderator_Team ?

Luddite — Tue, 18 Sep 2018 01:22:31 GMT

@markch wrote:
1 It has been over 48 hours.
2 have restarted the phone a few time. no luck. it shows the phone registers to PM network, but can't make a call or use any data. even calling to 611 fails.

Sorry, it's a waiting game testing your patience. 🙏

Meanwhile, if you need to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi (or on cellular data).

Hang in there.