topic Re: Ticket system is not working in Get Support

Ticket system is not working

Rob_ — Tue, 28 Nov 2023 23:02:50 GMT

The ticket system is not working. We transferred our phone number to Public Mobile and it's been two days without it working. I can't receive phone calls. We have gone through the help chat and it takes me to a 404 page when trying to submit a ticket.

Error 404 – Gone, but not forever

I am getting very frustrated paying for two different providers while waiting to get this resolved.

Re: Ticket system is not working

BKNS27 — Tue, 28 Nov 2023 23:08:31 GMT

@Rob_

Chatbot haven’t been work properly for a longtime. Best to private message by clicking on your avatar then Messages click on pen/paper icon or at this hyperlink:

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

Re: Ticket system is not working

Rob_ — Tue, 28 Nov 2023 23:15:59 GMT

Thanks. It leaves a bad impression when there is no seamless way to get urgent help for phone not working for new users. We'll reach out to that DM. Thanks again.

Re: Ticket system is not working

Andy85 — Tue, 28 Nov 2023 23:27:20 GMT

Hi @Rob_,

I can understand the frustration. It looks like there have been an abundance of porting issues during this past Black Friday event. The networks were likely congested with thousands of new clients looking to grab the new deals being offered. I can attest that I have not had any issues with Public Mobile ever and I've been a client with them for the past 4 years. Once you get past this little bumpy road by submitting a ticket to customer support, you'll be in the clear!

It should be noted that due to higher ticket volumes, you may get a response back within 24-48 hours. Keep an eye on your community inbox for Customer support's response.

Re: Ticket system is not working

gpixel — Wed, 29 Nov 2023 00:17:10 GMT

@Rob_

I totally agree, PM needs to advertise this company as a DIY company again and not mislead customers. that seems to be there motto nowadays

Re: Ticket system is not working

Rob_ — Sat, 09 Dec 2023 13:41:12 GMT

We resolved issue. It appears the old phone service provider did not release the phone number. There was a mix up in communication on first attempt but all is good. A second attempt at port and now it works.