topic Re: Customer Service Issue - Help Needed in Get Support

Calls are down?

buildingbid — Thu, 01 Dec 2022 21:49:11 GMT

Need help ASAP call feature is completely down. Can't login to account website seems to be bugged. Password reset doesnt work.

Re: Calls are down?

softech — Thu, 01 Dec 2022 18:26:36 GMT

@buildingbid did you try to put your sim card in another phone?

any chance you have made a chargeback on a Telus, Koodo or PM charge on your credit card earlier?

You can try to open ticket with PM Support and have them to confirm what the issue is:

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: Calls are down?

buildingbid — Thu, 01 Dec 2022 18:27:18 GMT

No, I have not done anything new or out of the ordinary, it just stopped working on a regular day with no changes what-so-ever.

Re: Calls are down?

JK8 — Thu, 01 Dec 2022 18:28:26 GMT

@buildingbid

When was your renewal date? Have you tried rebooting, resetting network settings, reinstalling SIM card? Tried sim in another unlocked phone? Set network to 3G?

Re: Calls are down?

buildingbid — Thu, 01 Dec 2022 18:28:34 GMT

These sound like activities best reserved for when you make changes to your phone

Re: Calls are down?

Yummy — Thu, 01 Dec 2022 18:34:59 GMT

Call/SMS work as expected? Maybe your area is affected due to strong wind (GTA)?

Public Mobile has web page cache issue so you might be looking at obsolete status. Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

After changing password, wait 15-20 min to try to log in again.

Re: Calls are down?

buildingbid — Thu, 01 Dec 2022 19:01:56 GMT

Tried different browsers on different devices, best case scenario I get an error, "try again later"

Im guessing a payment didnt go through maybe, greater vancouver area.

the customer service here is not existant either..

Re: Calls are down?

dust2dust — Thu, 01 Dec 2022 19:59:01 GMT

We're here to help. So calls in and out? Texts in and out? Browse internet on cell data (not wifi)? What recording do you get when you dial 611?

Customer Service Issue - Help Needed

buildingbid — Thu, 01 Dec 2022 20:57:25 GMT

Hi Everyone,

So I had issues logging into my account and found out it was locked. I was sent a link by customer service to verify that I am who I am.

So I did that and I got this back to which I've seen customer service the same screen shot.

I'm being told that I'm not verified and can't be helped. I don't know what to do since it seems i've done what I'm supposed to do.

Is there a higher level of escalation I can take this? It costs me a lot of money every minute my phone line is down..

Re: Customer Service Issue - Help Needed

hycm53 — Thu, 01 Dec 2022 21:05:06 GMT

@buildingbid

Wait one hour, then clear caches and cookies, then using private or incognito mode browser do again.

Re: Customer Service Issue - Help Needed

dust2dust — Thu, 01 Dec 2022 21:05:54 GMT

Do you have an envelope icon next to your avatar? Click on it to get in to private messaging. The "next steps" will be there.

Re: Customer Service Issue - Help Needed

buildingbid — Thu, 01 Dec 2022 21:07:04 GMT

The next step is to tell the rep i've been verified but he is declining that it is true, and has not sent me a new link. He says he can't help me until im verified.. catch 22

Re: Customer Service Issue - Help Needed

buildingbid — Thu, 01 Dec 2022 21:07:13 GMT

This is unrelated to my issue.

Re: Customer Service Issue - Help Needed

hTideGnow — Thu, 01 Dec 2022 21:08:13 GMT

@buildingbid check the Community inbox and PM Agent should reply shortly

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Customer Service Issue - Help Needed

buildingbid — Thu, 01 Dec 2022 21:09:43 GMT

His response was that I'm not verified and can't help until I am, I think he is overwhelmed or something.. doesn't realize that I am indeed verified despite sending a screen shot to prove it.

Im at a loss for what to do since he seems to be the only person available.

Re: Customer Service Issue - Help Needed

buildingbid — Thu, 01 Dec 2022 21:10:10 GMT

Yes.. but that does not help. He says he can't help me because im not verified, which is inaccurate.

Re: Customer Service Issue - Help Needed

dust2dust — Thu, 01 Dec 2022 21:14:27 GMT

Politely ask them to escalate as you have shown them and proven to them you have verified yourself. It says so right there. That's ridiculous.

My questions from your other thread:

We're here to help. So calls in and out? Texts in and out? Browse internet on cell data (not wifi)? What recording do you get when you dial 611?

Re: Customer Service Issue - Help Needed

hycm53 — Thu, 01 Dec 2022 21:15:04 GMT

@buildingbid wrote:
Yes.. but that does not help. He says he can't help me because im not verified, which is inaccurate.

You can try it again, but make sure you type accurate information.

This was last time the customer service ask me to verified :

"At the same time, if you have any inconvenience with the verification link, kindly share with me your phone number and please provide at least three of the following pieces of information:
-Account number
-Full address including your postal code
-Email address
-Alternate phone number
-Last 4 of the credit/debit card on file
-Last top up/payment amount and date"

Re: Customer Service Issue - Help Needed

hTideGnow — Thu, 01 Dec 2022 21:17:30 GMT

Hi @buildingbid reply and ask then to send validation questions again. It is not live call, you can take your time and gather the answers

Re: Customer Service Issue - Help Needed

buildingbid — Thu, 01 Dec 2022 21:21:06 GMT

the account is locked and requires payment. no calls, texts, data.

I don't think he is going to help me escalate the situation to be honest.