topic Re: Need a response from Mods Please!! in Get Support

Need a response from Mods Please!!

janapm — Wed, 05 Jan 2022 07:58:25 GMT

Hello Everyone,

Any idea what is happening with the moderators? I have attempted to activate two accounts and have one that was activated but I have no service (phone is unlocked but can't connect to the network, have tried to manually set my APN settings by using the recommendation through the chat bot, no luck, removed the sim card and reinserted, no luck, restarted multiple times, still no luck) I imagine a similar issue is occuring as the last time I was on PM that my number port is stuck and just needs to be recitified by a mod... I sent pm to mods but that was 4 days ago. Couple that with the fact that when I attempted to activate my husband's account it took the payment (TWICE) and gave an error at the end of activation and I can't get into his account.. says it does not exist. Do not want to re-activated as I Refuse to pay 3 times for the same serivce (Again have messaged the MODS and have no response and no service). Any suggestions are welcome I'm a bit frustrated at this point and unsure what to do... Can't even switch providers because of the fact that the porting is stuck (Confirmed with previous carrier that they received and processed the porting request successfully on their end) and I need this number as it is associated with my business.

Any help would be greatly appreciated!

Re: Need a response from Mods Please!!

Alex888 — Sat, 05 Jan 2019 14:09:33 GMT

Try turning off the phone then starting it in reset mode (but don't reset it) delete the cache and restart it. If that doesn't work go into your self-serve account and report your phone as lost/stolen, then report it as found, that can reset the network and fix some errors.

Re: Need a response from Mods Please!!

janapm — Sat, 05 Jan 2019 14:40:26 GMT

Thank you for the reply, clearing the cache did not work and unfortunately I keep getting the continuous error of:

Oh no!
It looks like something went wrong, but don’t panic.

Log out and then log back in again to continue. Or return to the Login Page.

When I try to report as lost or stolen or click on anything other than overview....

I will keep trying and hopefully hear back from a mod sooner rather than later... I have 5 other phones on this service and I love it for them but can't begin to state how frustrated I am that there is so many issues upon activation with no assistance or help from Mods.. any other suggestions would be appreciated!

Re: Need a response from Mods Please!!

will13am — Sat, 05 Jan 2019 14:42:42 GMT

Moderator team response time been be up to 72 hours. Four days is too long, they should have responded by now. Normally, I don't suggest sending the same request multiple times, but under these circumstances a second message may not hurt.

Re: Need a response from Mods Please!!

janapm — Sat, 05 Jan 2019 14:50:15 GMT

Thank you, I have sent a request to the moderator team as well as to a specific mod that I found on the forums. I am weary of sending another request as I have seen the thread that states it will place you back to the bottom of the queue.

Re: Need a response from Mods Please!!

will13am — Sat, 05 Jan 2019 14:55:53 GMT

@janapm wrote:
Thank you, I have sent a request to the moderator team as well as to a specific mod that I found on the forums. I am weary of sending another request as I have seen the thread that states it will place you back to the bottom of the queue.

I don't believe that is totally true. Spamming the moderators with the same request does increase their workload because they need to wade through subsequent requests that have already been resolved.

Re: Need a response from Mods Please!!

janapm — Sat, 05 Jan 2019 14:58:18 GMT

Thank you, I have used my husband's account to send another request for them to fix it so hopefully they are able to look into this today and get it working. Frustrating paying for service (one that was charge twice to boot) and not having anything to show for it. Almost regretting switching but feeling like I'm held hostage as the port being stuck prevents me from going to another company.

Re: Need a response from Mods Please!!

Alex888 — Sat, 05 Jan 2019 15:01:40 GMT

Did you just create a community account? If you didn't create a self-serve account as well then you can't log into into it, I was getting the exact same message before I figured that out . If you haven't, go to the main page, click on 'My Account' and on the right click 'create an account' and register your PM phone number and email for a self-serve account.

Re: Need a response from Mods Please!!

janapm — Sat, 05 Jan 2019 15:12:02 GMT

I have created both for both accounts. Mine I can log into the self serve account and his I am not able to get anywhere with it. The activation process for his gave an error at the end after processing the payment. When I go to log into his it says it's not valid but when I try to recreate it says the sim is invalid and the username (email address) is already in use.

Re: Need a response from Mods Please!!

Alex888 — Sat, 05 Jan 2019 15:29:18 GMT

You could try resetting the password. And have you tried calling *611 from his phone? You can access some account information and make changes from there, or at least see if it recognizes the phone. It should still work even if other calls don't.

Re: Need a response from Mods Please!!

MichelleR — Sat, 05 Jan 2019 15:29:49 GMT

I have been trying to get the attention of @Moderator_Team for over a week. My account has been paid and I have no service. One mod responded @khaled_a and said they would get it sorted right away but then they ghosted me. I've been messaging everyday to get their attention so I can have service or my money back and it's like yelling off a cliff. Sorry, I can't help you but you're not alone in being ignored by this company.

Re: Need a response from Mods Please!!

janapm — Sat, 05 Jan 2019 15:34:19 GMT

I have attempted those both, it says the username is not recognized. I will attempt to call *611 from his phone and see whether that works (we didn't port his number so his previous service is still active so we at least have one phone, but will switch the sim car and make the attempt of calling *611), on my phone *611 does not work...

Re: Need a response from Mods Please!!

janapm — Sat, 05 Jan 2019 15:35:20 GMT

Sorry to hear that you're going through similar issues. I know that once the service is activated it's awesome but unfortunately getting through this process of activing is beyond frustrating. Hopefully your (and our) issues get sorted very soon!

Re: Need a response from Mods Please!!

hzmy — Sat, 05 Jan 2019 15:40:44 GMT

I am in the same situation on activation. The mod helped me actived after 3 days, but somehow messed up with the plan, and now I ends up only having data, no call or text msg.

Sent them a few private messages, but not yet any reply.

I bought a chatr card for now to make thru this waiting period.

@CS_Agent

Re: Need a response from Mods Please!!

janapm — Sat, 05 Jan 2019 15:45:19 GMT

I don't want to resort to that but I was actually just talking to hubby about me going out and grabbing something to hold me over.. unfortuantely we have already paid so will be paying 4 times for service while we are waiting now...

Re: Need a response from Mods Please!!

Alex888 — Sat, 05 Jan 2019 15:52:25 GMT

THAT could be your issue. Some companies lock the phone into their SIM card (even if you didn't buy the phone from them), so switching the cards may not work, you'd have to cancel the other company or get them to unlock the phone.

Re: Need a response from Mods Please!!

hzmy — Sat, 05 Jan 2019 15:58:11 GMT

@Alex888 wrote:
THAT could be your issue. Some companies lock the phone into their SIM card (even if you didn't buy the phone from them), so switching the cards may not work, you'd have to cancel the other company or get them to unlock the phone.

I doubt if it is a locked phone, since if you put a SIM card under a different carrier, the phone should prompt the user for a network unlock code.

If no such pop up shows up, it means the phone accepts the SIM card.

Re: Need a response from Mods Please!!

janapm — Sat, 05 Jan 2019 16:00:55 GMT

Thank you, I confirmed that the phone was unlocked from the previous carrier prior to activation. The phone is unlocked. Finally got a response from a mod who says they are escalating it due to backend issues so fingers crossed my issue will be resolved today at the latest. As for my husband's account they basically have sluffed it off...

Re: Need a response from Mods Please!!

Dunkman — Sat, 05 Jan 2019 16:16:26 GMT

@MichelleR

If you already paid and your account status is active, but your phone does not work, you might want to try the following tricks to activate or re-start your account.

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-funds-but-will-not-renew-or-re/m-p/284552#M20518

Re: Need a response from Mods Please!!

janapm — Sat, 05 Jan 2019 16:19:37 GMT

Thank you, unfortunately that is a feature in my account that I cannot activate those features, as stated, i cannot gain access to as it gives me an error everytime. As for the second account I cannot gain access to it.