topic Re: Still no service!! After Three days in Get Support

Still no service!! After Three days

dollarmatian — Tue, 04 Jan 2022 19:32:47 GMT

My service was interrupted somewhere in the suspended plan issue. I sent a message to moderator and also posted on the forum with some kudos from members. I have noticed some people posting that their accounts had been reactivated by moderators who had gone and individually reactivated their accounts. Somehow I was missed in this debauchery. And I do not find it particularly becoming of a company to have issues that are caused by their systems, yet completely abandon their paying clients amidst their issues. I have to question the moral and ethical stance of this company. I have been content with the service. But, the handling of this interrupted service is concerning for me. I do think that prorated credits are in order for all the clients without. Maybe 3 dollars a client doesnt make a difference for the person. But, as a company if you have charged 20,000 consumers for a service you were not providing even for a day or two. You have pocketed over $50,000 dollars for dishonouring an agreement. I would love to hear about people posting that they are seeing SERVICE INTERRUPTION CREDITS to their account.. This company must be held at fault for their actions, or lack thereof!

Re: Still no service!! After Three days

dollarmatian — Sun, 20 Aug 2017 15:03:37 GMT

I should add. I still would like someone to turn on my service!!!! And for that matter. Anyone elses who is still without!

Re: Still no service!! After Three days

Luddite — Sun, 20 Aug 2017 15:10:26 GMT

If you have no response by noon today I suggest you send another private message to the moderators with somthing like this in the subject line: "SERVICE DOWN 3 DAYS: 2'ND MESSSAGE".

Meanwhile, if you need to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.

Not much else you can do.

Re: Still no service!! After Three days

mimmo — Sun, 20 Aug 2017 16:12:34 GMT

I would second the service interuption credit. This is not like when bell's cables were cut on Aug 4th. it was an internal/backend issue. @dollarmatian maybe start a public lab thread, I'm sure you will get lots of agreement

Re: Still no service!! After Three days

dollarmatian — Sun, 20 Aug 2017 16:40:53 GMT

This is something i am more than willing to start a thread on this subject. With definite reason for cause. I am completely comfortable with accepting a Provider that does not have customer service for me to rely on. And also appreciate the forum in which we can recieve some form of customer service. All that being said, I agreed to accept this when entering terms with PM assuming that they would hold up their end of the agreement in regards to keeping services operating. Any guidance in how to set up this thread would be greatly appreciated @mimmo

Re: Still no service!! After Three days

mimmo — Sun, 20 Aug 2017 16:56:42 GMT

@dollarmatian I would simply start a new thread in the public lab section.

call it SERVICE INTERRUPTION CREDITS

and give a little explantion ie due to the service intruption many clients saw due to internal issues i believe PM should provide clients with an account credit to show their good will to clients.

A big however, is how were things fixed. ie were orriginal renewal dates kept or did the renewal date move to 90 days from the the interuption date. if its the second then there is already a small "bonus".

Re: Still no service!! After Three days

MarieHelene_L — Sun, 20 Aug 2017 17:04:36 GMT

@mimmo

To answer your question, everyone affected by the glitch got their plan renewed from the start. So everyone on a 90-day plan saw their renewal date move to November 17th, and everyone on a 30-day plan got their renewal date moved to September 18th. Sounds like a pretty decent bonus to me!

Re: Still no service!! After Three days

mimmo — Sun, 20 Aug 2017 17:14:24 GMT

@MarieHelene_L I was not sure, hence i posted the question... thanks for the clarification that the solution actually reset a persons plan. it can be a big bonus for some depending when their renewal date was.

Hopefully today is a calmer day for you.

Re: Still no service!! After Three days

MarieHelene_L — Sun, 20 Aug 2017 17:23:10 GMT

@mimmo

Less hectic for sure! Fortunately the situation seems to now be under control, but still got a few hundreds messages to go through! We'll get through this

Re: Still no service!! After Three days

skmkenn — Sun, 20 Aug 2017 17:24:38 GMT

@MarieHelene_L

Thanks for the information and for all of your hard work!

Re: Still no service!! After Three days

will13am — Sun, 20 Aug 2017 17:55:55 GMT

@MarieHelene_L wrote:
@mimmo

To answer your question, everyone affected by the glitch got their plan renewed from the start. So everyone on a 90-day plan saw their renewal date move to November 17th, and everyone on a 30-day plan got their renewal date moved to September 18th. Sounds like a pretty decent bonus to me!

Ouch! The corporate wallet is going to take a huge beating. This has got to be a good incentive to patch up the self serve portal software bugs.

BTW, here I thought I was a lucky one to have fully functional accounts during this period of turmoil. Perhaps I was not lucky at all. Please break my accounts next time! 😅

Re: Still no service!! After Three days

mimmo — Sun, 20 Aug 2017 18:09:25 GMT

my gut feeling is, and i could be 100% wrong, is that most of the people affected were those who signed up since the new rate plans were announced. All my 4 accounts pre rate plan were unaffected and the one post rate plan was. also most of the people who posted were saying i just siged up a week a ago etc...

but yes an incentive for some changes and fixes sooner than later and the possability for mods/oracles to sticky posts would be great rather than treasurehunting for information in varried posts