topic WE NEED LIVE PERSON ASSISTANCE! in Get Support

WE NEED LIVE PERSON ASSISTANCE!

Ale11 — Tue, 04 Jan 2022 19:20:46 GMT

Is anyone here also frustrated without live person help! We are paying for services and cannot get immediate answer when our services is not working!

Re: WE NEED LIVE PERSON ASSISTANCE!

Martin — Sun, 14 Feb 2016 17:41:48 GMT

Hi @Ale11,

Please provide specifics regarding the problem that is causing you frustration so that we can help to resolve it.

I look forward to your reply with details.

Cheers.

Re: WE NEED LIVE PERSON ASSISTANCE!

Ale11 — Sun, 14 Feb 2016 18:40:58 GMT

I am talking about just as simple as to verify why my phone was not working even if I had enough funds all the way to today where I cannot place calls for whatever reasons, I am getting not registered on any network. Call 611 and the only option there is to make a payment. Do you think I am will or should have Internet to be coming here online to make a complaint. What nonsense is this? I am quite sure am not the only one.

Re: WE NEED LIVE PERSON ASSISTANCE!

Luddite — Sun, 14 Feb 2016 18:42:04 GMT

Nope. Support is exactly as advertised; to wit: ask/search this Community for suggestions, if those fail send email and get response within 48 hours. Some issues do take some additional time to resolve, but PM is still in "beta" mode.

PM is definitely not the place for customers requiring accessible phone support.

Re: WE NEED LIVE PERSON ASSISTANCE!

Luddite — Sun, 14 Feb 2016 18:44:04 GMT

Still not clear what problems you currently have, or are you just voicing an opinion of the need for phone support?

Re: WE NEED LIVE PERSON ASSISTANCE!

Ale11 — Sun, 14 Feb 2016 18:47:39 GMT

48hrs 2 whole days..when a phone call could have inform me or help me.. With in couple minutes for a response as why my phone cannot place nor receive call even if I had sufficient funds...its madness! Hope you can understand my frustration. I'm saying they have the telephone service for the old customers...but the new customers have no such luxury! Or the customer service rep. cannot even access the account.

Re: WE NEED LIVE PERSON ASSISTANCE!

Ale11 — Sun, 14 Feb 2016 18:48:48 GMT

My phone is telling me it's not registered on any network when I want to place a call! N in not receiving calls!

Re: WE NEED LIVE PERSON ASSISTANCE!

makkahn28 — Sun, 14 Feb 2016 18:49:24 GMT

@Ale11, The way PM works from now on is that when ppl have issues, the community is the first stop to ask, unless it requires access to one's account due to technical billing or data issues, example, then ONLY a PM staff can do that, then you send PM an email, or you can ask a PM Community Staff via email, and within 48 business hrs they will respond and look into the issue at hand.

Re: WE NEED LIVE PERSON ASSISTANCE!

makkahn28 — Sun, 14 Feb 2016 18:50:25 GMT

What phone do you have? Where was phone bought originally? Is it unlocked if not from Telus/Koodo?

Re: WE NEED LIVE PERSON ASSISTANCE!

Ale11 — Sun, 14 Feb 2016 18:55:04 GMT

There is a HUGE different between ASKING AND GETTING A PROBLEM RESOLVE! I don't want to hear from people WHAT THEY THINK IS OR MIGHT BE THE PROBLEM.... I'm saying if we have a problem why do we need to wait 48hrs to have it address via email! Do u think I have that luxury to have the internet with me...24/7. When it's a phone company that provides lines for ppl...they can have live help!

Re: WE NEED LIVE PERSON ASSISTANCE!

makkahn28 — Sun, 14 Feb 2016 19:00:16 GMT

First off, let's try to be calm. Second, I am a PM client as you are, no one gets preferential treatment.

3rd, PM changed the format because they are trying something new and to help all get best prices on plan(s) that we want.

Now, what phone do you have, was it bought from Telus/Koodo, or is it from another carrier?

Does it support the bare minimum 3G 850/1900 Frequencies required for talk/text and/or data?

Re: WE NEED LIVE PERSON ASSISTANCE!

Ale11 — Sun, 14 Feb 2016 19:00:16 GMT

Now do you see my point... Ugggghhhhh I'm trying to find a needle in a hay sack! I have 3people over an hour and half...confusing me...but not answering me....why my phone is telling me it's not registered on any network..y can't I place calls....do u think a live person who have had me here for 1hr and half....making all other into my business!

Re: WE NEED LIVE PERSON ASSISTANCE!

Ale11 — Sun, 14 Feb 2016 19:01:41 GMT

It's a nexus 5 unlocked had it since august with PM

Re: WE NEED LIVE PERSON ASSISTANCE!

makkahn28 — Sun, 14 Feb 2016 19:01:47 GMT

Who was your previous carrier prior to Public Mobile?

Re: WE NEED LIVE PERSON ASSISTANCE!

makkahn28 — Sun, 14 Feb 2016 19:03:07 GMT

Was it working before on PM? Did you use it on PM's network since Aug of last year?

Re: WE NEED LIVE PERSON ASSISTANCE!

Martin — Sun, 14 Feb 2016 19:06:58 GMT

Hi @Ale11,

There seems to be a head-knocking contest underway here, with no one at fault.

Two responders have explained what the policy IS, whereas you've stated what it SHOULD BE.

With regard to the difference between asking a question and having it resolved, if you think that we here are ignorant of solutions, you're wrong. I cannot think of how many people have come to this community, seeking problem-resolution, after being left dissatisfied with customer assistance.

Food for thought.

Re: WE NEED LIVE PERSON ASSISTANCE!

Ale11 — Sun, 14 Feb 2016 19:11:44 GMT

Use it with PM since last Aug

Re: WE NEED LIVE PERSON ASSISTANCE!

Ale11 — Sun, 14 Feb 2016 19:15:25 GMT

Who is talking about preferences here! All I want is live person service! Until you experience being outside without data ( as my plan don't have the added data) and you need help to simply verify my your phone cannot accept or make call...then you will understand that a simply customer service rep. Just might have been ideal.

Re: WE NEED LIVE PERSON ASSISTANCE!

Ale11 — Sun, 14 Feb 2016 19:31:49 GMT

I'm confused now than before... Trying to follow more than one conversation! I'm out...I have recommend PM. In our family we only use PM, but the customer service is getting on my last nerve! I do hope when the beta session is over they really analyze their decision carefully! I guess I will have to be satisfy with my full payment and their partial service for this month and a long story board of answers as to what might should could and would be! Thanks for your help who tried!

Re: WE NEED LIVE PERSON ASSISTANCE!

Martin — Sun, 14 Feb 2016 19:36:40 GMT

Hi @Ale11,

Without trying to be presumptuous, anyone reading your posts would empathize with you. That said, you are not entitled to live customer assistance. That will not change regardless of how many posts that you publish in frustration.

The bottom line is this: Either click Contact Us in the lower left column of the page (homepage if on a phone) and wait for customer assistance's reply. Due to efficiencies, its response time has been reduced from 48 hours to less than 15. Customer assistance is available 7 days a week, including statutory holidays and long weekends.

If the above is unacceptable to you, I sincerely wish you the best of success in finding a carrier whose policies meet your needs.