topic Re: Escalation of support ticket in Get Support

Escalation of support ticket

Trisw — Sat, 12 Oct 2024 16:48:47 GMT

Does anyone know how to escalate a support ticket? Or how to actually call a support person? My phone line has not been working for 3 days and I cannot get anyone to help through the online system. This is part of an ongoing ticket that has been open for 2 weeks and I’ve had nothing but useless nonsense through the chat. I urgently need my phone line to work again. Any suggestions appreciated! My only option right now seems to be switch operator and change my phone number. I cannot even port my number to a new carrier without it being active.

Re: Escalation of support ticket

hTideGnow — Sat, 12 Oct 2024 16:49:43 GMT

hi @Trisw

don't use chat, message support agent here

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

Re: Escalation of support ticket

Handy1 — Sat, 12 Oct 2024 16:51:01 GMT

@Trisw you just have to work with support and ask them to escalate to senior staff . But also both accounts need to be active to port unless your trying to port to Koodo/telus from PM then in some case see they can verbally approve the request

Re: Escalation of support ticket

Trisw — Sat, 12 Oct 2024 16:52:23 GMT

Yeah sorry when I say chat I mean private message with support. Sometimes they reply within 10 minutes, sometimes it’s 12+ hours. It’s impossible to get this resolved with those response times to every question

Re: Escalation of support ticket

Handy1 — Sat, 12 Oct 2024 16:53:43 GMT

@Trisw Yes it’s frustrating at best of times , unfortunately this his how PM support works . Just have to grin a bear u till they finally help

Re: Escalation of support ticket

hTideGnow — Sat, 12 Oct 2024 16:54:00 GMT

hi @Trisw you can ask them to escalate to manager to handle your case. Just reply and ask

Re: Escalation of support ticket

slusagm — Sat, 12 Oct 2024 16:54:58 GMT

it's all online here, but I would reply and politely ask for some senior agents to help., they will

Re: Escalation of support ticket

Trisw — Sat, 12 Oct 2024 16:56:39 GMT

Yeah I’ve been grin and bearing it for over 2 weeks while they fix something on my account. Now that they’ve fully cut off my service and are now non responsive in support is the final straw for me. I’m just trying to rescue my phone number now

Re: Escalation of support ticket

Trisw — Sat, 12 Oct 2024 16:57:46 GMT

And yes I have requested escalation but no response

Re: Escalation of support ticket

hairbag1 — Sat, 12 Oct 2024 16:59:53 GMT

@Trisw

while you wait, why not give us the details of your vexation. Could be that we can help before the off-shore CSA group can help.

Re: Escalation of support ticket

slusagm — Sat, 12 Oct 2024 17:01:50 GMT

this place move slow. Reply and ask again. But it is long weekend, maybe reply Tue

Re: Escalation of support ticket

hTideGnow — Sat, 12 Oct 2024 17:01:50 GMT

hi @Trisw what was the issue with the phone line anyway? new account fails to work? or existing and stopped working suddenly?

tried sim card on another phone?

Re: Escalation of support ticket

Trisw — Sat, 12 Oct 2024 17:05:00 GMT

I’ve been using public mobile for a long time, no issues. But I couldn’t make calls in the USA. They’ve been trying to fix that since Oct 1st. It just required them to enable VoLTE on my account. But while fixing that my service went to “SOS only”. That’s in both Canada and USA. I can’t make calls, texts or use data now. I urgently need my phone number back

Re: Escalation of support ticket

Handy1 — Sat, 12 Oct 2024 17:07:39 GMT

@Trisw Then it’s an account issue only support can help . Nothing we as customers can do to help . Expect suggest to try the SIM card in another phone and see if it will force the sim to re provision itself . If not ya just gotta hope support willing to help

Re: Escalation of support ticket

hTideGnow — Sat, 12 Oct 2024 17:08:31 GMT

hi @Trisw and same when you test the sim in another phone?? still get no voice no text and no data on another phone?

Re: Escalation of support ticket

hairbag1 — Sat, 12 Oct 2024 17:14:29 GMT

@Trisw wrote:
I’ve been using public mobile for a long time, no issues. But I couldn’t make calls in the USA. They’ve been trying to fix that since Oct 1st. It just required them to enable VoLTE on my account. But while fixing that my service went to “SOS only”. That’s in both Canada and USA. I can’t make calls, texts or use data now. I urgently need my phone number back

Try removing PM sim from your phone and testing in a diff cellphone.

edit..

of course if you're using a PM eSim, my suggestion will not apply.

Re: Escalation of support ticket

Trisw — Sat, 12 Oct 2024 17:31:49 GMT

Thanks for the suggestions but yes, same “No Service” in a different phone too. Is their support just M-F business hours?

Re: Escalation of support ticket

Meow — Sat, 12 Oct 2024 20:29:28 GMT

PM support if 7 days a week. Reply to tickets could be delayed due to number of inquiries.

There is No wat to escalate your ticket and there is NO live person to chat or to call to. You have to wait until somebody from PM staff responds to you.

Re: Escalation of support ticket

Trisw — Sat, 12 Oct 2024 21:18:33 GMT

I tried purchasing an eSIM through my account and this somehow reinstated my account. For anyone with this situation in future, it did seem to reactivate the services

Re: Escalation of support ticket

Trisw — Sat, 12 Oct 2024 21:19:35 GMT

And for reference, I was informed it would be 72 hours to get an answer from their back end services team. And there is no way to escalate a ticket.