topic Re: no service in Get Support

no service

darlicious — Wed, 05 Jan 2022 14:54:28 GMT

My renewal was last night but it did not take my payment only applied my rewards. Payment history shows the plan charge of $10 applied but not my $10 promo or the $30 other part of my plan charge. Overview says $0 owing and next payment due Jan 3rd 2020. Won't take a payment. I'm in incognito....suggestions?

Re: no service

will13am — Wed, 04 Dec 2019 14:14:40 GMT

@darlicious , there is a bug that affects renewal with plan change. IIRC part of the system thinks there has been no plan change and part of the system sees the plan change. As a result, lack of coordination means insufficient funds are taken to renew to the new plan. You know the drill, you need the moderator team to look after account woes. The moderator team can be reached via private message using smartforms which is initiated by clicking on the ? on the lower right corner of the webpage or try using this link. The guided process will facilitate documentation of the issue or concern and the required resolution which will be submitted to the moderator team. Refer to this announcement link for additional details on smartforms and the ticketing system for moderator team interactions. If use of smartform brings no joy, then use the following direct link to private message the moderator team. Refer to the following knowledge base article for additional information on the moderator team.

Re: no service

darlicious — Wed, 04 Dec 2019 14:34:19 GMT

@will13am Now I know what it feels to a frustrated customer. Can you give me a link to the private message to the mods. Simon won't work and my pm won't send either.

Re: no service

ShawnC13 — Wed, 04 Dec 2019 14:37:25 GMT

@darlicious wrote:
@will13am Now I know what it feels to a frustrated customer. Can you give me a link to the private message to the mods. Simon won't work and my pm won't send either.

The link in my signature will get you to the private messages for mods

Re: no service

will13am — Wed, 04 Dec 2019 14:38:45 GMT

@darlicious wrote:
@will13am Now I know what it feels to a frustrated customer. Can you give me a link to the private message to the mods. Simon won't work and my pm won't send either.

It is all in my big wall of words. See the part about getting no joy with SIMon? There is a hot link to private messages. One word of warning, it seems like the moderators have been trained to go after SIMon initiated tickets first. I sent a private message to the moderators using the old method as I am not a fan of SIMon and it went unread for two days. I sent the same message using SIMon and it was processed the same day. My private message is still lost in the shuffle. BTW, were you downgrading your RBC plan?

Re: no service

darlicious — Wed, 04 Dec 2019 14:45:12 GMT

@will13am Made no changes. Topped up my account as I never rely on autopay. But I don't understand why my pm @CS_Agent as a recipient.

Re: no service

Triguy — Wed, 04 Dec 2019 14:49:43 GMT

If you are having trouble with your services, the next step is to contact a moderator. Here is the link to create a ticket through SIMon:

https://www.publicmobile.ca/en/bc/get-help -> on the line "ask me something" write "moderator" -> then click on "account specific question" -> afterward click on "no, I want a human" -> finally you will see an answer "submit a ticket Click me!"

Re: no service

darlicious — Wed, 04 Dec 2019 14:54:35 GMT

@Triguy As stated Simon is not working...big surprise. I have messaged the mods by replying to a pm from them 2 weeks ago. The only thing that would work to send a message.

Re: no service

Triguy — Wed, 04 Dec 2019 15:00:38 GMT

@darlicious It was working earlier this morning. I submitted a ticket and got a reply from a moderator.

Re: no service

will13am — Wed, 04 Dec 2019 15:21:41 GMT

@darlicious wrote:
@Triguy As stated Simon is not working...big surprise. I have messaged the mods by replying to a pm from them 2 weeks ago. The only thing that would work to send a message.

I started a blank ticket . Try filling it in.

Re: no service

darlicious — Wed, 04 Dec 2019 15:44:19 GMT

@will13amIt won't verify me...by my community account. And wontvaccept my phone number in the other verification process. I really hate Simon.

Re: no service

darlicious — Wed, 04 Dec 2019 16:13:42 GMT

@will13am So I guess I'm stuck....waiting for them to respond to my reply to a 2 week old message. That is the only way I have to send a message to them. What is up with the inability to contact them any other way?

Re: no service

Anonymous — Wed, 04 Dec 2019 16:20:02 GMT

@darlicious wrote:
@will13am So I guess I'm stuck....waiting for them to respond to my reply to a 2 week old message. That is the only way I have to send a message to them. What is up with the inability to contact them any other way?

Alan_K had said some time ago that pm's would get lower priority. I still think they should have some kind of direct link to submitting a ticket rather than futzing around with figuring out the right incantation to get to the ticket page. But that's all above my pay grade.

Re: no service

will13am — Wed, 04 Dec 2019 16:31:38 GMT

@Anonymous wrote:
@darlicious wrote:
@will13am So I guess I'm stuck....waiting for them to respond to my reply to a 2 week old message. That is the only way I have to send a message to them. What is up with the inability to contact them any other way?
Alan_K had said some time ago that pm's would get lower priority. I still think they should have some kind of direct link to submitting a ticket rather than futzing around with figuring out the right incantation to get to the ticket page. But that's all above my pay grade.

It wasn't like that before. Even after it was mentioned that they would prioritize SIMon/smartform initiated interactions over direct private messaging, I was still able to do private messages without issue. The last one I sent was completely ignored, no priority.

Re: no service

will13am — Wed, 04 Dec 2019 16:34:55 GMT

@darlicious wrote:
@will13amIt won't verify me...by my community account. And wontvaccept my phone number in the other verification process. I really hate Simon.

@darlicious , relax, let's try one more time. See if this one will work for you.

https://www.publicmobile.ca/en/bc/get-help/form/U2FsdGVkX186TmsJZiI8yb2AQYWPr_QgxAcvb25IK1-2aNe3_Z1xY95U73895dT7wqEJWOo9jEhgNHixWWUxTw

Re: no service

darlicious — Wed, 04 Dec 2019 17:03:09 GMT

@will13am wrote:
@darlicious wrote:
@will13amIt won't verify me...by my community account. And wontvaccept my phone number in the other verification process. I really hate Simon.
@darlicious , relax, let's try one more time. See if this one will work for you.

https://www.publicmobile.ca/en/bc/get-help/form/U2FsdGVkX186TmsJZiI8yb2AQYWPr_QgxAcvb25IK1-2aNe3_Z1xY95U73895dT7wqEJWOo9jEhgNHixWWUxTw

@will13am I was able to submit that ticket using my pin#. However I can't send a follow up message. Have they disabled the ability to sed private messages to the moderators unless you are responding to a message from them? It's ridiculous that it has taken 3 hours and this much community effort for me to submit a service ticket. Previous to this I could send a pm and it would be answered in less than half an hour. Now I have go waste time with bunch of back and forth explaining that the issue is not with the account tied to my community account. I will have to re-explain my issue and verify my other account. After they will have wasted their time checking into the wrong account and messaging me that it does not renew until tomorrow night. How is this system better? All this after singing the praises of public mobile improving Simon, moderator response times and the ticketing process. They just took a giant leap backwards. And they forced me into buying the $5/500 min add on for my other account so I have phone service....because I couldn't wait a further 36 hours for that account to renew and give me plan minutes back. Luckily enough I have another service to fall back on unlike most customers. But I had to spend money that should not have had to do. While I'm certainly not going anywhere I am very disappointed in public mobile right now. Now how is it that bang on 9am it. Pm can send me a text telling me they successfully applied my rewards but I cannot receive or send personal texts, calls or use data?

Re: no service

darlicious — Wed, 04 Dec 2019 17:49:51 GMT

@will13am @Anonymous Ok weirder still...i noticed that suddenly there was data used in my add ons so to double check I turned my WiFi off and played a YouTube song...wiggy wiggly wiggly....

Lo and behold my data add ons work but nothing else...other than receiving texts from pm.

Re: no service

will13am — Wed, 04 Dec 2019 19:29:59 GMT

@darlicious wrote:
@will13am wrote:
@darlicious wrote:
@will13amIt won't verify me...by my community account. And wontvaccept my phone number in the other verification process. I really hate Simon.
@darlicious , relax, let's try one more time. See if this one will work for you.

https://www.publicmobile.ca/en/bc/get-help/form/U2FsdGVkX186TmsJZiI8yb2AQYWPr_QgxAcvb25IK1-2aNe3_Z1xY95U73895dT7wqEJWOo9jEhgNHixWWUxTw
@will13am I was able to submit that ticket using my pin#. However I can't send a follow up message. Have they disabled the ability to sed private messages to the moderators unless you are responding to a message from them? It's ridiculous that it has taken 3 hours and this much community effort for me to submit a service ticket. Previous to this I could send a pm and it would be answered in less than half an hour. Now I have go waste time with bunch of back and forth explaining that the issue is not with the account tied to my community account. I will have to re-explain my issue and verify my other account. After they will have wasted their time checking into the wrong account and messaging me that it does not renew until tomorrow night. How is this system better? All this after singing the praises of public mobile improving Simon, moderator response times and the ticketing process. They just took a giant leap backwards. And they forced me into buying the $5/500 min add on for my other account so I have phone service....because I couldn't wait a further 36 hours for that account to renew and give me plan minutes back. Luckily enough I have another service to fall back on unlike most customers. But I had to spend money that should not have had to do. While I'm certainly not going anywhere I am very disappointed in public mobile right now. Now how is it that bang on 9am it. Pm can send me a text telling me they successfully applied my rewards but I cannot receive or send personal texts, calls or use data?

TL;DR. You are singing to the choir. Complaining to me doesn't help.

Re: no service

darlicious — Wed, 04 Dec 2019 19:36:13 GMT

@will13am Oops sorry I didn't mean to make it sound like I'm complaining to you personally. Have you heard of my renewal issue still allowing access to data add ons? A couple of us have discovered our data from our add ons work but no plan services work.

Re: no service

darlicious — Wed, 04 Dec 2019 19:39:11 GMT

@will13am BTW....thank you for sending me the link that finally worked. Where are my manners today?