topic Re: New Customer - So many issues :( in Get Support

New Customer - So many issues :(

shafarrah — Wed, 05 Jan 2022 11:44:03 GMT

I signed up for a new PM account yesterday at 5pm for my teenager (first phone for her!).

Got home setup a new phone and was able to login in to My Account to setup.

Tried resetting VM password and it says it's been reset to the 10 digit phone number but still unable to access the VM. When you call the new number, it has the voicemail recoring for some other person!

We are not able to call or send any text as well.

I sent a PM to the mods at 11:30pm last night and haven't heard back yet.

Pretty disappointing that a new line activataed just doesn't work as it should. No call, no text, no VM, nothing.

Signed up for the $15 plan.

Any suggestions on what to do?

@CS_Agent

Re: New Customer - So many issues :(

Triguy — Thu, 29 Aug 2019 16:17:19 GMT

It can take 48 - 72 hours for a moderator's response. When you log into the self serve account what is the status ?

Re: New Customer - So many issues :(

JackQuint — Thu, 29 Aug 2019 16:19:59 GMT

Unfortunately, moderators can take some time to respond (days in some cases).

As for your issues, try either a network reset or a full reset of the phone. That may clear up a lot of the issues (except the VM ... not sure about that one).

Re: New Customer - So many issues :(

shafarrah — Thu, 29 Aug 2019 16:22:43 GMT

Account status says "Active"

Re: New Customer - So many issues :(

hairbag1 — Thu, 29 Aug 2019 16:24:13 GMT

@shafarrah wrote:
I signed up for a new PM account yesterday at 5pm for my teenager (first phone for her!).

Got home setup a new phone and was able to login in to My Account to setup.

Tried resetting VM password and it says it's been reset to the 10 digit phone number but still unable to access the VM. When you call the new number, it has the voicemail recoring for some other person!

We are not able to call or send any text as well.

I sent a PM to the mods at 11:30pm last night and haven't heard back yet.

Pretty disappointing that a new line activataed just doesn't work as it should. No call, no text, no VM, nothing.

Signed up for the $15 plan.

Any suggestions on what to do?

@CS_Agent

If you have more than 1 Public Mobile account...make sure you use a different email address for each account. You can use same name and credit card...but different email address is req'd.

Good luck.

Re: New Customer - So many issues :(

shafarrah — Thu, 29 Aug 2019 16:24:27 GMT

Phone was setup from scratch (new phone). Resetting would not be fun but if we had to I could. 😞

Re: New Customer - So many issues :(

shafarrah — Thu, 29 Aug 2019 16:25:55 GMT

We only have one account with PM - this is the first one.

Re: New Customer - So many issues :(

Triguy — Thu, 29 Aug 2019 16:28:30 GMT

Try the lost/stolen feature. Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone. You could potentially lose any rewards that you have. 2. Manually add $1 into your account and restart the phone.

Re: New Customer - So many issues :(

hairbag1 — Thu, 29 Aug 2019 16:29:12 GMT

Try this...log into My Account / Plan & Add-ons/Lost-Stolen tab. Click it and click Suspend..then log out. Log back in and repeat steps only this time Resume. Log out and reboot phone. Let us know if that helps.

Re: New Customer - So many issues :(

shafarrah — Thu, 29 Aug 2019 16:46:14 GMT

Tried the suspend service, reboot, resume service, reboot... No luck

Re: New Customer - So many issues :(

GinYVR — Thu, 29 Aug 2019 17:36:11 GMT

@shafarrahPublic Mobile prices is low because they don't have a call centre.. it takes a moderator up to 48 hours to get back to you.. you just have to be patient. It sounds like a provisioning error.. I would suggest enjoy the rest of the summer until the moderators get back to you.. there is nothing you can really do right now.

Re: New Customer - So many issues :(

JackQuint — Thu, 29 Aug 2019 19:55:37 GMT

@GinYVR wrote:
@shafarrahPublic Mobile prices is low because they don't have a call centre.

Why perpetuate this hooey in a support thread? There is no to almost no marginal cost to Telus providing phone or online chat support to PM customers. It is a marketing decision, not a cost one.

Re: New Customer - So many issues :(

GinYVR — Thu, 29 Aug 2019 20:05:55 GMT

@JackQuintCan you provide proof of your conjecture? I like my conjecture better to descalate the situation, but I take it you like to scorch the earth?

Re: New Customer - So many issues :(

funpig — Thu, 29 Aug 2019 20:13:08 GMT

Shafarrah, do you have a dedicated Public Mobile kiosk nearby? I am talking about one of those carts in a shopping mall that sell PM sims and plans exclusively, not a drug store or electronics store that sell all brands of sims or plans. If so, you can go to one or even phone them to help.

I used a kiosk to activate two plans for me and my father. They gave me their business card and told me to phone if I ever have any trouble. I just got off the phone and asked if they would help a customer like you even if the customer bought the sim off the internet. They said yes, they will do whatever they can to help activate your account. The only caveat is that if they only have the same access to the website server like any other customer and if the server is having an issue, they will be stuck. Think of these guys as oracles working for an hourly wage instead of bravos and somebody you can talk to or even deal with face to face.

Re: New Customer - So many issues :(

shafarrah — Thu, 29 Aug 2019 20:59:45 GMT

@funpig Thanks for the suggestion. Went in to a store near me and they said they couldn't do anything. Didn't even try. Just said to go to the forums and wait for help... If you could PM me the number of the place you called, maybe I could call them and get help?

@funpig wrote:
Shafarrah, do you have a dedicated Public Mobile kiosk nearby? I am talking about one of those carts in a shopping mall that sell PM sims and plans exclusively, not a drug store or electronics store that sell all brands of sims or plans. If so, you can go to one or even phone them to help.

I used a kiosk to activate two plans for me and my father. They gave me their business card and told me to phone if I ever have any trouble. I just got off the phone and asked if they would help a customer like you even if the customer bought the sim off the internet. They said yes, they will do whatever they can to help activate your account. The only caveat is that if they only have the same access to the website server like any other customer and if the server is having an issue, they will be stuck. Think of these guys as oracles working for an hourly wage instead of bravos and somebody you can talk to or even deal with face to face.

Re: New Customer - So many issues :(

GinYVR — Thu, 29 Aug 2019 21:07:29 GMT

@shafarrahThe kiosks @funpig can be referenced here. They are not any stores, they are manned by Public Mobile employees.

Re: New Customer - So many issues :(

shafarrah — Thu, 29 Aug 2019 21:26:58 GMT

@GinYVR wrote:
@shafarrahThe kiosks @funpig can be referenced here. They are not any stores, they are manned by Public Mobile employees.

Thanks. First experience and extremely frustrated that it just doesn't work like it should when you activate 😔

Re: New Customer - So many issues :(

JackQuint — Thu, 29 Aug 2019 23:07:52 GMT

@GinYVR hardly conjecture. Telus already maintains significant real-time customer support operations for its landline, business, TV, wireless, and flanker wireless (Koodo) customers. They have staffed call centres and chat support with the infrastructure already in place They pay to heat, power, and maintain those offices/buildings already.

The term marginal is used in economics to describe the added cost by expanding a service. To add real-time PM support carries only the costs of any additional staff that would be necessary to provide the service. That is not a 1:1 calculation because likely their current support staff are not 100% utlized. Telus' 2017 wireless revenuws were just under $7billion. I have no idea what PM's share of that is, but 25% of that subscriber base has data plans of less than 1GB which would be mostly Koodo/PM. Let's say 15% of that is PM (and that is speculation but being conservative), that's $262 million in revenue. Even a million in added staffing costs is de minimis ... hence my comment that there's none to negligible real costs involved.

Re: New Customer - So many issues :(

funpig — Thu, 29 Aug 2019 23:09:13 GMT

pm sent. The kiosk employees are paid on hourly basis, not on commission. As long as the employee is not a jerk or busy with another customer, I have found that they are usually very helpful. They have the same access to the same website as the customer, but they have a lot of knowledge and experience. If there is some trick or workaround, chances are they know about it. However, if the problem is a technical issue with the server or service, there is litte that they can do. One of the employees told me that they used to have a direct hotline to call for additional help. Either that number is no longer in service or the official PM policy has been changed by the higher ups not to acknowledge that there is any hotline number in front of customers and only tell customers that they should join this community and ask for help from forum or moderators. That is the price you have to pay for the cheaper PM service.

I used to be with Telus and I do not miss them. For a while, I used to be able to call in to Telus and leave a message for customer service to call me back without losing my place in the queue. My last few experiences was being forced to wait on hold for up to an hour to talk to somebody. I could cook dinner and be halfway through the meal before speaking with somebody.

Re: New Customer - So many issues :(

Shutdown — Thu, 29 Aug 2019 23:18:38 GMT

Sounds like you got someone else's number? You can change your number free once a month maybe that will fix things?