topic Re: What's the response time for issues? in Get Support

What's the response time for issues?

Atreya — Wed, 09 Oct 2024 14:13:20 GMT

I am having an issue where my old account's email address is no longer valid to log in because it doesn't end in '.com'. I have been messaging CS_Agent since Friday to try and transfer the old account to this one, or at least change the email address on the old account. But I keep getting automated replies such as, 'refresh your app' or 'log out and log back in'.
How long does it usually take to resolve these kinds of issues?
My phone got deactivated due to an expired card but because I cannot login, I cannot update my payment or even make a payment.

Re: What's the response time for issues?

Handy1 — Wed, 09 Oct 2024 14:21:14 GMT

@Atreya If having issues with payment you can also buyy payment voucher from shoppers drug mart and load it *611 to resume service right away . Then make it easier to log into because the code will be sent to your phone . The in your account profile page “manage ever safe “ you can change the email there . As for response times from agents usually with in 2 hours to resolve issues sometimes longer

Re: What's the response time for issues?

BKNS27 — Wed, 09 Oct 2024 14:32:24 GMT

@Atreya

Normally submitting a ticket on Chat is faster than pm a CS_Agent. How did you place your issue?

It should only take up to about 4 hours the longest on Chat but check your message box but depending on now you contacted them. Staff hours are 9:00am to 10:00pm EST.

Re: What's the response time for issues?

hTideGnow — Wed, 09 Oct 2024 14:31:34 GMT

hi @Atreya

usually within 4 hours

if you submitted the ticket last week, it was too long, you should message them again today

but did you check your inbox?

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

Re: What's the response time for issues?

Atreya — Wed, 09 Oct 2024 14:47:00 GMT

@Handy1 ,

THank you for your advice. I will try to get a pre-paid card from SDM. I cannot log in at all to my old account since my old email address does not end in '.com' and therefore the LOGIN button stays grayed out when I use it.
This is a bit silly because when I choose 'forgot my email' it actually sends an email to me but of course doesn't accept the email address to login.

Re: What's the response time for issues?

Atreya — Thu, 10 Oct 2024 02:30:05 GMT

Hi All,

I wanted to possibly provide an update on my issue. I was finally getting some assistance from a cs agent named Vlad at about 2pm today. This is after opening the issue on Friday. Glad finally started asking the right questions like my old email and credit card info. Unfortunately I had already given up and started to port my number to a different carrier.

So a few hours ago I got a message saying that since I ported my number I am SOL and the 65$ balance on my account is gone.

I responded asking for that money back.

Re: What's the response time for issues?

Handy1 — Thu, 10 Oct 2024 02:35:27 GMT

@Atreya Yes unfortunately once the number is ported out it closes your account and PM is pre paid and no refunds

Re: What's the response time for issues?

hTideGnow — Thu, 10 Oct 2024 02:35:58 GMT

hi @Atreya

sorry, PM is prepaid provider and do not provide any refund, especially in the case or porting out. If you asked us, we would have advised you to wait, i guess it is too late

Re: What's the response time for issues?

Atreya — Thu, 10 Oct 2024 03:19:54 GMT

Thanks,

I wonder if they can transfer the balance to a new account. I have another phone I can use and don't mind buying a Sim card.

Re: What's the response time for issues?

computergeek541 — Thu, 10 Oct 2024 03:37:32 GMT

@Atreya wrote:
I wonder if they can transfer the balance to a new account. I have another phone I can use and don't mind buying a Sim card.

Sorry, but Public Mobile account balances aren't transsferable.