topic Re: Did all the moderators resign? in Get Support

Did all the moderators resign?

AlexBw — Wed, 05 Jan 2022 10:32:10 GMT

I have no service since yesterday morning and sent 3 messages to the moderators so far, no response at all. The last activity by moderator team was sometime early yesterday Did they all resign or are they on strike or worse

No wonder many are leaving PM for good

Re: Did all the moderators resign?

RobertQc — Tue, 28 Aug 2018 18:23:26 GMT

Sorry I know it sucks 😞 They are really busy. But thats why this service is such low cost. For me, the extremely rare time I need a moderator to respond I have to wait but all the rest of the time I save a lot of money. I save about $490 a year with public mobile.

You have already contacted the mods so there is not much more you can do but wait they are really busy but will get back to you a soon as they can.

Should be within 48 hours. No need to send multiple messages or it will just slow down the process unless you forgot to include your identity / pin number for verification then sending a second message (Click to send) will speed it up for you as the first response from them will be "who are you? " or "whats your pin?". For more information about contacting a moderator Click Here

Re: Did all the moderators resign?

KMG — Tue, 28 Aug 2018 18:25:21 GMT

As mentioned in previous posts by the Moderator Team, do NOT send multiple messages regarding the same issue. Sending additional messages actually moves you further down the list, so you will end up waiting even longer for a response.

Re: Did all the moderators resign?

Anonymous — Tue, 28 Aug 2018 18:26:30 GMT

@AlexBw wrote:
I have no service since yesterday morning and sent 3 messages to the moderators so far, no response at all. The last activity by moderator team was sometime early yesterday Did they all resign or are they on strike or worse

No wonder many are leaving PM for good

Don't send multiple messages to the mods! The way they have set it up is that your additional messages drop you back down the queue.

Ditto what RobertQC said.

Press Post and the same answer has already appeared 🙂 Oh well.

Re: Did all the moderators resign?

RobertQc — Tue, 28 Aug 2018 18:26:01 GMT

@AlexBw wrote:
I have no service since yesterday morning and sent 3 messages to the moderators so far, no response at all. The last activity by moderator team was sometime early yesterday Did they all resign or are they on strike or worse

No wonder many are leaving PM for good

I don't see any other posts by you asking for help or what the exact issues are. It may not be the case however more often than not the community can come up with the solution to your issues before the moderators even have time to respond because they are so flooded with people contacting them multiple times about issues that have nothing to do with the service.

Re: Did all the moderators resign?

mimmo — Tue, 28 Aug 2018 18:26:46 GMT

No the mods are active. Only send one message to mods. Sending more just makes issues worse.

I think there is a 24-36 hour backlog

Many People are not leaving because of the service just that koodo is offering great deals to migrate.

@CS_Agent can you disclose what the current response time is.

@AlexBw what is your issue new sign up ? Payment failure? If the second try paying via 611 and you can also buy vouchers online at recharge.com

Re: Did all the moderators resign?

MoreYummy — Tue, 28 Aug 2018 18:32:21 GMT

What issues are you facing?

Post here see if something others can help a little.

Re: Did all the moderators resign?

stonechucker — Tue, 28 Aug 2018 18:43:39 GMT

With some of the trash talk that some of the posters have been having, I wouldn't be surprised if they're on stress leave. But seriously, they are working, and the backlog of issues is long. It's not normally like this - so many promotions, and so many issues cropping up.

They will get to your issue.

Re: Did all the moderators resign?

AlexBw — Tue, 28 Aug 2018 19:01:08 GMT

Thank you all for trying to make me understand. The wait time seems to be too long as I have no service, I'm frantically trying to get back kup and running.

I wanted to switch to a lower-cost plan. Yesterday was my plan renewal day, so I tried to change my plan, but I am unable to as I'm being prompted to top up the current plan. I followed the link to change the plan, only to be told that I don't have enough balance. So, I topped up the amount required for the plan I want to switch to along with the GST, but I got dropped back to the same page that tells me I have to top up my current plan which doesn't make sense

As I don't have enough balance as I'm being told, my account was suspended and I don't have service

I waw not aware of providing the mods with PIN. I followed the instructions on how to contact the mods, which doesn't mention about PIN. Should I just wait or go ahead and send another message to the mods providing my PIN.

Re: Did all the moderators resign?

stonechucker — Tue, 28 Aug 2018 19:05:40 GMT

Ah... the dreaded plan change on an expired plan. This is not changeable at this time by a subscriber. You've done the right thing by sending your message in.

For your future reference, plan changes can be scheduled to occur on your next renewal during your active cycle. There are two options, one is the immediate update (which cost a full payment), the other is the option to "change plan on next renewal".

I suggest the latter option and pay ahead of your top-up date by at least 1 day.

Re: Did all the moderators resign?

dgallen — Tue, 28 Aug 2018 19:21:02 GMT

@stonechucker wrote:
Ah... the dreaded plan change on an expired plan. This is not changeable at this time by a subscriber. You've done the right thing by sending your message in.

For your future reference, plan changes can be scheduled to occur on your next renewal during your active cycle. There are two options, one is the immediate update (which cost a full payment), the other is the option to "change plan on next renewal".

I suggest the latter option and pay ahead of your top-up date by at least 1 day.

In the same boat here, although I had my service change (to $10 plan) requested before the renewal date but because of the downgrade of plans (from 90day/12gb to $10/50min) the automated billing and service systems borked each other and now my service shows inactive, even though autopay is enabled and funds were debited from my account on renewal.

I've been totally OOS (no calls incoming/outgoing or text messages) since Sunday and have been awaiting moderator response for over 36 hours now. No fun. I wish I new a timeline so I can broadcast an email to let people know my phone isn't working and when I expect it to work again...

Re: Did all the moderators resign?

DuncanC — Tue, 28 Aug 2018 19:22:28 GMT

lol. No apparently this is normal. They are fully staffed. It's just ok for it to take 48 hours before they get back to you and then hours between replies to get it sorted. But it's cheap, so no matter how truely awful the customer experiance is the fanboys tell me it's awesome and that I'm whining.

Re: Did all the moderators resign?

Anonymous — Tue, 28 Aug 2018 19:52:54 GMT

@DuncanC wrote:
lol. No apparently this is normal. They are fully staffed. It's just ok for it to take 48 hours before they get back to you and then hours between replies to get it sorted. But it's cheap, so no matter how truely awful the customer experiance is the fanboys tell me it's awesome and that I'm whining.

Yup. I'm a fanboy for keeping my hard-earned money in my jeans. I can live with the odd problem for keeping my money.

Re: Did all the moderators resign?

dna2016 — Tue, 28 Aug 2018 20:10:36 GMT

@AlexBw, unfortunately you'll just have to wait until a MOD reaches out to you. They'll send you a private message and they will include everything that they'll need from you. No point in sending another message to the MODS at this time. When you send multiple messages to MODS it just adds into their triage list and they just go in order it was received. So if you've sent one yesterday then that's the one they'll see and then reach out to you. All the others you've sent they'll either recognize it's the same issue and ignore, or they'll send you another private message offering their services, which you should reply back saying issue was resolved or is being looked after. So sending multiple MOD messages won't speed up the process. But I can understand your urgency, no service is definitely not a fun moment.

Re: Did all the moderators resign?

CS_Agent — Tue, 28 Aug 2018 20:26:08 GMT

Hi @AlexBw

I will be reaching out to you shortly via Private Message, so please be on the lookout 🙂

Also, if you haven't included your phone number and 4-Digit PIN in your message, please have it ready.

Thanks and talk to you soon! 😉

Ashley

Re: Did all the moderators resign?

MoreYummy — Tue, 28 Aug 2018 20:27:12 GMT

@Anonymous How long does it take to solve your issue? Did you wait few days to get it solved?

Re: Did all the moderators resign?

Anonymous — Tue, 28 Aug 2018 20:30:35 GMT

@MoreYummy wrote:
@Anonymous How long does it take to solve your issue? Did you wait few days to get it solved?

???

Different person maybe?

Re: Did all the moderators resign?

Alissa — Tue, 28 Aug 2018 20:31:24 GMT

Sometimes it takes a little time. Keep an eye on your inbox and make sure to give them all of your info. It helps to speed things up when they respond. They may not be the fastest if its a busy time but its definitely worth the savings!! Hopefully your problem is solved soon!

Re: Did all the moderators resign?

dgallen — Tue, 28 Aug 2018 20:39:19 GMT

@Alissa wrote:
Sometimes it takes a little time. Keep an eye on your inbox and make sure to give them all of your info. It helps to speed things up when they respond. They may not be the fastest if its a busy time but its definitely worth the savings!! Hopefully your problem is solved soon!

We all like to save $$$. Unfortunately its challenging when your phone is OOS and there is no way to guage when it will be fixed. When I signed up for service in 2016 I went 10 days without being to call out, but at least I could receive calls. Now I've been out of service since Sunday, so I hope I don't have to wait that long this time. I'm somewhat encouraged that the original poster of this thread received a message from a moderator within a day... I continue to wait however.

Re: Did all the moderators resign?

AlexBw — Tue, 28 Aug 2018 20:52:35 GMT

@dgallen wrote:

We all like to save $$$. Unfortunately its challenging when your phone is OOS and there is no way to guage when it will be fixed. When I signed up for service in 2016 I went 10 days without being to call out, but at least I could receive calls. Now I've been out of service since Sunday, so I hope I don't have to wait that long this time. I'm somewhat encouraged that the original poster of this thread received a message from a moderator within a day... I continue to wait however.

Yes, I did receive a reply from Ashely couple of minutes ago and I provided all the details needed. Hopefully it will be resolved soon.

I hope yours will be resolved soon too, good luck.