topic Re: When Public Mobile refuses to help? in Get Support

When Public Mobile refuses to help?

kyle_h — Wed, 05 Jan 2022 13:02:46 GMT

Just wondering what people here do when PM refuses to investigate an issue with data and will not reply to messages?

I've been trying to deal with this issue for a month and a half. PM has lied to me multiple times ("we will investigate and it will take 3-5 days" yet nothing gets investigated, stuff like that) and now will not reply to my messages.

I have filed a complaint with CCTS that I am hoping will result in some sort of effective resolution but I'm not terribly optimistic.

Any thoughts from anyone?

Re: When Public Mobile refuses to help?

GinYVR — Tue, 11 Jun 2019 18:23:53 GMT

@kyle_hSince we don't know the details of your issue.. care to elaborate?

Re: When Public Mobile refuses to help?

kyle_h — Tue, 11 Jun 2019 18:26:12 GMT

Okay.

I've been trying to deal with this issue (a problem with data) for a month and a half. PM has lied to me multiple times ("we will investigate and it will take 3-5 days" yet nothing gets investigated, stuff like that) and now will not reply to my messages.

Re: When Public Mobile refuses to help?

will13am — Tue, 11 Jun 2019 18:27:51 GMT

CCTS is the resolution mechanism if a two party solution is not possible. I have seen complaints about slow response, but no substantiated case of refusal to respond.

Re: When Public Mobile refuses to help?

GinYVR — Tue, 11 Jun 2019 18:28:49 GMT

@kyle_hYou still haven't eleborate what is the data issue.

Re: When Public Mobile refuses to help?

kyle_h — Tue, 11 Jun 2019 18:29:00 GMT

How slow are we talking? That might be the issue. Although I cannot understand why it might take weeks to respond.

Re: When Public Mobile refuses to help?

kyle_h — Tue, 11 Jun 2019 18:29:41 GMT

I don't need your help with the data issue. I need help understanding how to resolve a customer service issue. If you cannot help with that, please do not post.

Re: When Public Mobile refuses to help?

will13am — Tue, 11 Jun 2019 18:32:35 GMT

@kyle_h wrote:
How slow are we talking? That might be the issue. Although I cannot understand why it might take weeks to respond.

Slow as in days, not weeks.

Re: When Public Mobile refuses to help?

kyle_h — Tue, 11 Jun 2019 18:34:26 GMT

Okay, good to know. I guess I just wait out the CCTS process then. Thanks for your help!

Re: When Public Mobile refuses to help?

kselmak — Tue, 11 Jun 2019 18:39:09 GMT

I've read here in the community that it's ok to message back asking about the status update 48 hours later if there was no response to your communication or after the estimated wait time (like 5 days if they told you 3-5 days wait)

Hope you hear from them soon, but I would ask for the status of the ticket either way.

Re: When Public Mobile refuses to help?

oneworld — Tue, 11 Jun 2019 19:30:59 GMT

I'm pretty sure the issue you are having will be resolved. Generally speaking i believe PM has a very good track record on these sorts of things. Good Luck.

Re: When Public Mobile refuses to help?

mh1983 — Tue, 11 Jun 2019 19:15:53 GMT

Though it may be out of our hands, we'd certainly be willing to help if you provide us more info on the data issue.

Re: When Public Mobile refuses to help?

MandyJ — Tue, 11 Jun 2019 20:53:45 GMT

@kyle_h wrote:
I don't need your help with the data issue. I need help understanding how to resolve a customer service issue. If you cannot help with that, please do not post.

But have you tried getting help for your data issue here in the community yet? We understand that the incredible wait times you've faced is what you want help with, but while you are waiting, you could possibly get whatever data issue you are facing solved here in the community.

While it's impossible to know your issue without you offering up some details, remember that the community members are very knowledgeble in the topic and can offer up potential solutions that might indeed solve your issue. They've solved many, many problems, often before the moderators are even able to respond.

Re: When Public Mobile refuses to help?

RossN — Tue, 11 Jun 2019 21:43:24 GMT

@MandyJ you can't help those who don't want to help themselves or at the very least refuse your assistance

Re: When Public Mobile refuses to help?

srlawren — Wed, 12 Jun 2019 00:59:14 GMT

@RossN wrote:
@MandyJ you can't help those who don't want to help themselves or at the very least refuse your assistance

@RossN yes, though this is a shame. It would appear that @kyle_h has only posted in this thread since joining the community over 26 months ago (as you can see in his public community profile). Kyle, are you sure this isn't something the community could help with? A lot of things are actually device issues, and the community is quite good at helping with those. Of course, if it truely is account-related there's nothing we can do, but there is a lot of troubleshooting we could help you with to help determine if that's really the case or not.

Re: When Public Mobile refuses to help?

kyle_h — Wed, 12 Jun 2019 05:54:39 GMT

I appreciate the offer, but in the 26 months since I've joined I have managed to solve every problem (and there have been many) all by myself with the exception of this one. I know what the problem is with the data, I know how it needs to be resolved. Only Public Mobile can resolve the issue, the problem is with Public Mobile's customer service (or lack thereof). If Public Mobile chooses to ignore the problem and refuses to correct it then there is nothing any of you can do to help, unless you have some way to make changes in Public Mobile's IT systems (I'm very skeptical here).

I don't have a lot of use for online communities because many of the people seem to be part of them to fulfill some personal need that I just don't understand, but I have come here to request help in a way I think some of you might be able to help with.

If you sincerely wish to help, great. I sincerely appreciate it. If you feel the need to troll to get your post count up, once again, please do not post here (yes, this is what some of you are doing). If reading comprehension is a struggle for you, perhaps this is also not the thread for you, I just don't have a lot of patience to explain what I am looking for in great detail. Some posters have understood what I am seeking and have replied graciously, others have been useless and have suggested what I need help with is not what I need help with.
Someone was right when they said that you cannot help me if I do not want your help. I really do not want your help with the data issue, so stop trying to help with that.

Re: When Public Mobile refuses to help?

srlawren — Wed, 12 Jun 2019 17:56:14 GMT

Well, at least you're being polite about telling us to back off--that's aprpeciated. If you think I'm posting just to pad my count, I invite you to look back through my posting history and you can see that I've been pretty genuinely helpful for the past 3.5 years. At this point, yes all you can do is wait for either PM or the CCTS to respond. I wish you the best of luck. Please keep us posted.

Re: When Public Mobile refuses to help?

Anonymous — Wed, 12 Jun 2019 18:10:46 GMT

@srlawren wrote:
Well, at least you're being polite about telling us to back off--that's aprpeciated. If you think I'm posting just to pad my count, I invite you to look back through my posting history and you can see that I've been pretty genuinely helpful for the past 3.5 years. At this point, yes all you can do is wait for either PM or the CCTS to respond. I wish you the best of luck. Please keep us posted.

Call that polite?! There was another customer not long ago who posted and then proceeded to tell everybody not to post...rudely...like this guy flinging insults all over the place in that last post.

Re: When Public Mobile refuses to help?

kyle_h — Wed, 12 Jun 2019 22:27:31 GMT

How about I just take your word for it and accept you're helpful? Then I don't have to take the time to creep through your profile.

z10user4 I'm sorry your feelings have been hurt. Although I question why you're letting someone on a public message board who you've never met get to you.

Get over it, and please stop posting here. Every time you do I get another email and I get high hopes that it's someone posting something like the secret Public Mobile customer service hotline phone number, but then I come here and it's you whining that I'm not polite. It's okay, we can all agree that I'm a jerk, but please only post useful information. If your feelings are still hurt, perhaps a bit of quiet self reflection is in order.

Re: When Public Mobile refuses to help?

Anonymous — Wed, 12 Jun 2019 22:30:53 GMT

@kyle_h wrote:
How about I just take your word for it and accept you're helpful? Then I don't have to take the time to creep through your profile.

z10user4 I'm sorry your feelings have been hurt. Although I question why you're letting someone on a public message board who you've never met get to you.
Get over it, and please stop posting here. Every time you do I get another email and I get high hopes that it's someone posting something like the secret Public Mobile customer service hotline phone number, but then I come here and it's you whining that I'm not polite. It's okay, we can all agree that I'm a jerk, but please only post useful information. If your feelings are still hurt, perhaps a bit of quiet self reflection is in order.

I have rather thicker skin that. There. There's another meaningless email notification for you. Enjoy.