topic Re: Service response in Get Support

Service response

Nate1980 — Mon, 04 Dec 2023 17:39:29 GMT

I have submitted at least two tickets and probably send three private messages from my message area to CS_Agent since Saturday night and have yet to receive a response. Now as I look to my “sent “ items. It’s showing nothing sent. Despite getting the message bar “message sent” when I composed the message. I need a SIM card cancelled and refunded as I’ve moved my son to another cell service because public mobile never responded to my requests for assistance. How do I get someone online to organize the cancellation of this SIM card.

Re: Service response

hairbag1 — Mon, 04 Dec 2023 17:45:46 GMT

@Nate1980

once you successfully port away, your PM account is deactivated. Nothing more to do...no refunds here.

Re: Service response

Nate1980 — Mon, 04 Dec 2023 17:46:43 GMT

Didn’t port. Couldn’t open the account. Set him up with a new number completely. It kept giving a “forbidden A1” error every time he tried to log in

Re: Service response

hairbag1 — Mon, 04 Dec 2023 17:50:27 GMT

@Nate1980

use this link to message Customer Support and ask to have credit card info scrubbed from the account. Don't know if you'll be granted a refund though. Watch the little envelop icon on top right side of page is highlighted when they respond.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Service response

Nate1980 — Mon, 04 Dec 2023 17:54:50 GMT

Third time I’ve done this. But let’s hope someone can answer

Re: Service response

Phil_Adelphus — Mon, 04 Dec 2023 17:58:58 GMT

@Nate1980 Check your sent items right after you send the message since it seems your previous attempts didn't go for some reason. I wonder if there's a glitch somewhere. I sent a private message to customer service over the weekend and the response was within the hour, maybe even the half hour. If they're not getting your messages it's kind of hard for them to respond. (Edit, if you don't see an envelope icon indicating a reply, click on your avatar for Messages)

Re: Service response

Nate1980 — Mon, 04 Dec 2023 17:59:03 GMT

I now have one sent item. Let’s see what happens

Re: Service response

hairbag1 — Mon, 04 Dec 2023 18:22:26 GMT

@Phil_Adelphus

@Phil_Adelphus wrote:
@Nate1980 Check your sent items right after you send the message since it seems your previous attempts didn't go for some reason. I wonder if there's a glitch somewhere. I sent a private message to customer service over the weekend and the response was within the hour, maybe even the half hour. If they're not getting your messages it's kind of hard for them to respond. (Edit, if you don't see an envelope icon indicating a reply, click on your avatar for Messages)

When CSA's reply, ~~that reply will show up not in the avata~~r, but in that little envelop icon on top right side of the page. ...when and if they reply !! Seem to be a common problem today...very slow or no response from CSA's. I think some potential new customers have already abandoned attempts at creating a PM account. Porting in to PM also seems to be not very intuitive either.

edited...I see the responses will show up under the avatar using the app. You are correct. Using a laptop, just the envelop icon.

Re: Service response

Phil_Adelphus — Mon, 04 Dec 2023 18:20:54 GMT

@hairbag1 "When CSA's reply, that reply will show up not in the avatar, but in that little envelop icon on top right side of the page"

It depends on device. In Safari on this iPad there is never an envelope. You have to tap/click the avatar for a drop down menu that has Messages. If there is a reply there will be a red number on Messages. I think this is why some people miss that they got a reply because there is nothing that shows on the avatar itself.

Re: Service response

LitlLdy — Mon, 04 Dec 2023 18:34:36 GMT

@Phil_Adelphus , that’s different, on my iPad’s browsers including Safari the envelope icon always shows on mine! No wonder Customers get confused since it is not in the same place for everyone! 😔 If it wasn’t for us sharing our experiences some would never find it!

Re: Service response

Phil_Adelphus — Mon, 04 Dec 2023 19:03:10 GMT

@LitlLdy Maybe because it's an iPad Mini? I tried requesting desktop site but still no envelope. Yes it confused me to start with. There's absolutely no indication there's a message unless you tap on the avatar to check.

Re: Service response

Nate1980 — Mon, 04 Dec 2023 20:19:02 GMT

It’s been 2hrs. No response

Re: Service response

Nate1980 — Mon, 04 Dec 2023 21:57:53 GMT

4hrs no response

Re: Service response

Phil_Adelphus — Mon, 04 Dec 2023 22:05:15 GMT

@Nate1980 Have you tried to log in to the account today? It seems Forbidden A1 often happens when the account system is down, as it was on Friday night into later Saturday morning. If that's when you were trying to log in, maybe it would work now? You could also ask the new carrier to port the PM number to your new account and that would close the PM one.

Re: Service response

Nate1980 — Mon, 04 Dec 2023 22:30:19 GMT

Account is still “forbidden” New provider is unable to port the number without the account number. Can’t get the account number because the account is forbidden. And around and around we go.

Re: Service response

Phil_Adelphus — Mon, 04 Dec 2023 22:31:49 GMT

@Nate1980 How frustrating! Your new provider may be able to port the phone number using the IMEI instead of the account number, maybe ask them?

Re: Service response

Nate1980 — Mon, 04 Dec 2023 22:42:02 GMT

Just want the account closed. He’s Already set up with new number. No attachment to the number. So just need them to acknowledge their website sucks and they’ll close the account and I can move on

Re: Service response

Phil_Adelphus — Mon, 04 Dec 2023 23:18:56 GMT

@Nate1980 The suggestion was not about the number as much as if you port out the number it automatically closes the PM account. Just a work around.

Re: Service response

Nate1980 — Tue, 05 Dec 2023 01:26:41 GMT

But if I port out the number don’t I have to pay for it elsewhere or transfer it back to him?

Re: Service response

Phil_Adelphus — Tue, 05 Dec 2023 01:32:06 GMT

@Nate1980 You just get his new provider you already have to request the number from PM. You would need to have the PM sim in a phone to respond to the port authorization text. Having said that, if you prefer him to keep the new number then porting isn't an option