topic Re: Insufficient Service for reasons unknown in Get Support

Disgusting Service

iamnopreacher — Wed, 05 Jan 2022 07:12:19 GMT

My daughter's plan ends today and she changed the plan 3 days ago and today she is without service for the whole day. After numerous messages via Help and also via Facebook, the PM moderators have chosen to ignore her and do nothing. This is most awful service ever. I really wish there was a person to talk to rather than depend on moderators who are probably in their jammies, smoking pot. If the service is not back up in the next hour I will close all my accounts with PM. We have 4 accounts. I'd rather pay more and get better than average service. This service is crap. Shame on you. What, further, surprises ,me, that, after 2 years of being with PM the same issues exist in the Self-Serve. Unbelievable.

Re: Disgusting Service

mimmo — Thu, 18 Oct 2018 23:56:39 GMT

I do agree that fixing issues is taking way to long.

The only way to get help from mods is to send them a private message and wait.

Can you post a screenshot of the selfserve page and payment history page (remove any personal info)

If plan says expired and enough funds are available you can try enabling lost stolen mode for 5 -10 mins then turn it off. And you can also try adding a nominal amount say $1, both these sometimes help trick the system to activate accounts when expired and enough funds are available

Re: Disgusting Service

ShawnC13 — Fri, 19 Oct 2018 00:00:59 GMT

@iamnopreacher wrote:
My daughter's plan ends today and she changed the plan 3 days ago and today she is without service for the whole day. After numerous messages via Help and also via Facebook, the PM moderators have chosen to ignore her and do nothing. This is most awful service ever. I really wish there was a person to talk to rather than depend on moderators who are probably in their jammies, smoking pot. If the service is not back up in the next hour I will close all my accounts with PM. We have 4 accounts. I'd rather pay more and get better than average service. This service is crap. Shame on you. What, further, surprises ,me, that, after 2 years of being with PM the same issues exist in the Self-Serve. Unbelievable.

I understand it must be very frustrating to have this happen. For someone that has been here for 2 years it surprises me that you tried facebook for customer service and are still wishing for a call centre. Your comment about the moderators is totally uncalled for and inappropriate. You have no idea what their workload is and to make a statement like that is slanderous. I understand when we have issues we want to be number 1 in line for service but there are many other that are also wanting to be #1.

If you are looking for a resolution in the next hour or you are leaving you might as well pick your new provider as current wait times are 48-72 hours. To port out any numbers they must be active so you may have to wait a few days for your daughters to get ported out.

Re: Disgusting Service

iamnopreacher — Fri, 19 Oct 2018 00:05:39 GMT

@ShawnC13 I have tried all day with help messages and didn't get a response. There used to be some great MODs before but now the quality has degraded. Basically pot-heads working in support. If you don't like my comments then don't read them. If you can't help then stay away. I need people who can help and not some person contributing to the community uselessly to get loyalty rewards.

Re: Disgusting Service

iamnopreacher — Fri, 19 Oct 2018 00:10:01 GMT

@mimmo Thanks for your response. My daughter's account in set for AutuPay and the payment was due yesterday. It has been comihg out as usual without hiccups. It's just that she changed her plan 3 days ago and then this happens. Being without service for a day is bad as she will not be compensated for this. Following is the message showing. We've tried the Reactivate option and then we get an error about the transaction. Nothing seems to be working. This brings back memories from 2 years ago when I was new to PM. I faced the same situation. After that long it seems their system has not improved.

Re: Non-Sufficient Service

makkahn28 — Fri, 19 Oct 2018 00:15:28 GMT

@iamnopreacher, I do agree, PM has spent more of their capitol on Promos, and not enough on the efficiency of the system. Though the PM Mods and Reps may have too much on their plate, Logistics+Insufficient $$$ = Recipe of Uncertainty.

Re: Malnourished Logistics leads to broke down system

makkahn28 — Fri, 19 Oct 2018 00:19:23 GMT

I think PM needs to slow down on Promos, and start to pour $$$$ into the logistics, this is what keeps the cogs moving smoothly.

PM's system I think needs to move away from the Koodo Model, and have it's OWN, and have a COMPLETE dedicated Mod staff, with better Logistics and systems in place to keep the Cog wheels running at peak efficiency

Re: Disgusting Service

Luddite — Fri, 19 Oct 2018 00:20:55 GMT

@iamnopreacher Yep, except for your comments on the moderators, everything is true. This, and other bugs, continue to exit, and there is currently the decline in moderator availability for Community issues. This decline is unrelated to their work ethic, but is related to workload from an influx of new activations.

I'm sure you have seen my suggestion but here it is again: 100% SERVICE.

Good luck here, or wherever, you all end.

Re: Disgusting Service

mimmo — Fri, 19 Oct 2018 00:25:20 GMT

@iamnopreacher

What is the available balance in self serve? Does the proper plan display.

What does payment history show?

Both of these are helpful in suggesting possible workarounds.

If plan says expired and no funds available make a payment via payment tab not reactivate button

If enough funds try lost stolen mode or adding a nominal amount to try reactivating the plan

Re: Disgusting Service

iamnopreacher — Fri, 19 Oct 2018 00:35:50 GMT

The balance showing is $4 and the new plan is showing but it says Plan Expired. And we have tried Reactivating the account by trying to make a payment but then an error occurs in the payment. Nothing is working.

Re: Disgusting Service

iamnopreacher — Fri, 19 Oct 2018 00:40:27 GMT

Here's what I am getting when I try to make a payment to reactivate the account:

Re: Disgusting Service

makkahn28 — Fri, 19 Oct 2018 00:42:42 GMT

@iamnopreacher, JUST curious, have ya tried the Amount owed, OR Manual amount?

I have encountered this, and find that doing a Manual Amount would fix

Re: Disgusting Service

iamnopreacher — Fri, 19 Oct 2018 00:45:46 GMT

Just tried entering a Manual amount to make the payment and I got the same payment error as show before.

Re: Insufficient Service for reasons unknown

makkahn28 — Fri, 19 Oct 2018 00:45:54 GMT

What I mean, is when you go to make a payment, Choose CC, Then there's where amount owed, and enter amount

Choosing Enter amount is what I found fixed the issue when I had this.

Try that, let us know IF it worked. If so, then PM Mods need to do root canal on system to fix

Re: Insufficient Service for reasons unknown

iamnopreacher — Fri, 19 Oct 2018 00:46:48 GMT

Yes, that's exactly what I did and it gave me the same error. Thanks for the help.

Re: Insufficient Service for reasons unknown

makkahn28 — Fri, 19 Oct 2018 00:46:50 GMT

Then it's the system, a Glitch, and one that will have consequences

Re: Disgusting Service

Anonymous — Fri, 19 Oct 2018 00:47:15 GMT

@iamnopreacher wrote:
Just tried entering a Manual amount to make the payment and I got the same payment error as show before.

How about dashing over to recharge.com and buying a voucher and applying it to your payment instead of using your credit card. Maybe there's some kind of issue there.

Re: Insufficient Service for reasons unknown

iamnopreacher — Fri, 19 Oct 2018 00:57:03 GMT

So it turned out that for some strange reason the credit card on file was not working. I tried another card and it worked. To make sure that nothing was wrong with the previous card on file, I made a small purchase online and it worked. There's got to be a glitch in the system. It was the same card being used for 2 years and now when the plan changed it stopped working. Very strange. Thanks to all of you who have helped here. No thanks to the Moderators.

Re: Insufficient Service for reasons unknown

mimmo — Fri, 19 Oct 2018 01:57:41 GMT

@iamnopreacher glad things got resolved. This is the model. I understand the fustration. But there is no need to disrespect the mods who are employees of the company and who have no control over staffing levels or the system. EVERY interaction I and most others other had with mods is to notch service. They go above and beyond to help clients, Unlike many of the call centers of other providers that were showcased in an article the other day.

Re: Insufficient Service for reasons unknown

stonechucker — Fri, 19 Oct 2018 02:11:04 GMT

@iamnopreacher, I have been a member just as long as you, or slightly longer. I joined in July 2016, right before the Fall 2016 Promo, when delays with only 3 full time moderators, who are full time employees of Public Mobile, got severely back logged due to the heavy uptick in new activations. There was at least a 12 day response time on issues. The 48-72 hour delay now is nothing in comparison.

Your rude and inappropriate comments about pot smoking moderators ignoring your same day requests for help I are completely uncalled for. At no time will you ever be charged for time without an account, because if your payment doesn’t go through, you can’t use the service anyway, as it’s a prepaid service. You must as they say, pay to play.

Yes, there was a glitch with your credit set up on file for payment. You said another one has worked. Great! You said the other credit card worked elsewhere after this online, great also! Is it possible that this card has recently been replaced with a new expiry date, and was possibly the reason that the payment failed?

Yes, anytime service is down, it sucks. I get it. But being a hot headed, rude, and frankly annoying online pain In the butt in a community forum full of supportive, and wanting to assist fellow customers, you need to be more polite.

I read your first post and thought, okay, this is a new subscriber who doesn’t know what’s going on, but you’ve been here with 4 accounts for 2 years. If you’ve had no reason for support previously, you know how good the service is. If this is your first issue in 2 years on 4 plans, you’ve been extremely lucky. But at minimum, you need to understand that Telus doesn’t want to put money into Public Monile. This is there bottom of the line, get them here, and hope they move up the chain so that Telus can hook you in, get you on a postpaid account, and get you to pay more.

If you’re still unhappy here, fine, be that way, and leave as soon as you find a carrier who offers you the service, and support services you are desperate to have. But if you can apologise for your statements towards the moderators who are frankly overworked, and not supported by the Corporate overlords at Telus, and the shareholders who refuse to improve the service of Public Mobile, then I will retract this post and call it even.

Every front line worker deserves respect... you have not shown that respect to the moderators.