topic Re: not getting a response in Get Support

not getting a response

Renée — Tue, 04 Jan 2022 20:15:23 GMT

Two days ago I activated my SIM card, a new number. I have been able to place calls, send and receive text, and I have received a call from a cell phone on the Rogers network. But I am unable to call my phone from my home phone or from my old cell phone which is on the Bell network. I get the recording "This call cannot be completed as dialed". I have contacted the moderator numerous times and have not received a response. Is there a way to contact someone at the company? Is this lack of support normal for Public Mobile?

Re: not getting a response

crtowns — Sat, 06 Jan 2018 15:45:49 GMT

Hi @Renée so sorry to hear of your challenges.

My understanding is that support is only available through the community. That is how PM can offer cheaper plans. If someone in the community can’t help then a private message to the moderator team (@Moderator_Team) is the best option. They respond to requests as they come in. If they are super busy it could take up to 48 hours. I’ve heard they are faster than that usually. I’m still waiting for a response myself. I’m assuming they are swamped as all phone companies are this time of year.

Cheers!

UPDATE: You can also check the current wait time via the bot. It looks like it’s currently just a few hours.

Re: not getting a response

will13am — Sat, 06 Jan 2018 16:17:09 GMT

@Renée, this link provides the working hours for the moderator team. I am not sure what time you contacted them. Rest assured they will get to your case at the earliest based on the order in which issues are received.

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

Re: not getting a response

fsm7268 — Sat, 06 Jan 2018 16:33:04 GMT

I have the same issue. sent 3 private messages but no response. So far not very happy of public mobile service.

Re: not getting a response

crtowns — Sat, 06 Jan 2018 16:47:59 GMT

Don’t give up on PM yet. My opinion is that same day service is acceptable for a discount provider. But some people would rather pay more and have 1-800 number they can call.

I’m new as well (just activated yesterday). I’m assuming support volume is crazy high this time of year as this is when many people get new phones and make changes etc.

My previous provider was having waits of multiple hours (and they have big expensive call centre).

Cheers.

Re: not getting a response

fsm7268 — Sat, 06 Jan 2018 17:16:26 GMT

thanks. I will wait patiently. good thing is it's weekend.