topic Why are people who registered this week getting helped first? in Get Support

Why are people who registered this week getting helped first?

Purin — Tue, 04 Jan 2022 23:10:06 GMT

I signed up for the $120 promo on Sunday morning but got an error message saying the account activation request failed even though my credit card was charged. I received a welcome email saying my self-serve account has been created but I cannot log in or set up a new account. I have zero service on the sim card (it does show the PubMo network on my phone). On Sunday I got 3 texts says my plan does not include texts and just this morning I got another one saying the same thing. I’m not even porting in a number yet, just using a newly assigned number, so it is a simple account activation error.

I private messaged a mod on Sunday morning but it still hasn't been read, and yet I see in several threads on the board that people who registered this week (some as recently as yesterday!) have already been helped??

I understand that @Mary_M, @Saray_O, @Shazia_K are swamped, and I have tried to be patient (this is after waiting 6 weeks to get the sim card from the simswap!), but seeing newer users than me get help so quickly is frustrating. I'm starting to regret the day I made the decision to try out PubMo.

Re: Why are people who registered this week getting helped first?

Shazia_K — Wed, 09 Nov 2016 17:53:11 GMT

Hey @Purin,

I'm extremely sorry about this!

We are trying to help at our best, can you send me the message again?

Thanks,

Shazia

Re: Why are people who registered this week getting helped first?

Purin — Wed, 09 Nov 2016 17:58:55 GMT

Hi @Shazia_K,

I just sent you a PM a few seconds ago. I'd really appreciate it if you can help me out.

Thank you.

Re: Why are people who registered this week getting helped first?

bar0460 — Wed, 09 Nov 2016 18:13:30 GMT

I too noticed this same pattern. The so called queue is obviously fictitious. Also doesn't it concern anyone that the mods have to repeatedly request customers so resend their info??? Can they not track anything???

Re: Why are people who registered this week getting helped first?

CaNuCk07 — Wed, 09 Nov 2016 18:26:21 GMT

It might not be specifcially a queue that updates instantly,i imagine its more something like monitoring and inbox, which would have date stamps of when received, and we are all humans sometimes mistakes happen and maybe some issues are sorted out of order. There are much more alarming things in this world that a few cases being sorted out of order.

Re: Why are people who registered this week getting helped first?

bar0460 — Wed, 09 Nov 2016 18:30:10 GMT

No it's totally about a customer service department in a total state of chaos.

Re: Why are people who registered this week getting helped first?

nekkidtruth — Wed, 09 Nov 2016 18:36:38 GMT

@bar0460 wrote:
No it's totally about a customer service department in a total state of chaos.

It's definitely chaotic. However, I would imagine you would be in a state of chaos if someone were to throw hundreds of people at you and said "Help them!".

I'm not excusing the lack of staff, the time to resolve issues nor the porting issues, but let's be respectful of the staff here as they are truly doing their best. Now, if you want to talk upper management and or whoever is in charge of this whole thing? I'm game. They dropped the ball big time but that's no excuse to publicly shame mods for doing what they're here to do, help people.

Re: Why are people who registered this week getting helped first?

bar0460 — Wed, 09 Nov 2016 18:40:31 GMT

I'm not shaming anyone. Obviously not their fault and have said so on other posts. I know where the fault ultimately lies but that doesnt change the situation.

Re: Why are people who registered this week getting helped first?

JayM — Wed, 09 Nov 2016 18:40:54 GMT

I sent a PM as well on Sunday to @Shazia_K re: Failed activation (Credit card charged for $120.00), still no response. Should I resend?? I thought its usual delay and kept waiting...
Holding onto second switch ...waiting for first one to work.

Re: Why are people who registered this week getting helped first?

Shazia_K — Wed, 09 Nov 2016 18:43:47 GMT

@JayM,

Hey! I have gone through all the private message from Sunday and don't see yours? Can you please send it back sorry for the inconvenience! 😞

Thanks,

Shazia

Re: Why are people who registered this week getting helped first?

ellisd — Wed, 09 Nov 2016 18:44:49 GMT

@JayM

Prob resend, or tag her on here. @Shazia_K

Edit: Nvm I see she responded.

Re: Why are people who registered this week getting helped first?

ellisd — Wed, 09 Nov 2016 18:46:41 GMT

@Shazia_K if you're monitoring this thread, can you take a look at my PM? No service at all 😞

Re: Why are people who registered this week getting helped first?

Shazia_K — Wed, 09 Nov 2016 18:56:25 GMT

@ellisd,

Please reboot your phone, everything should be functional.

Thanks,

Shazia

Re: Why are people who registered this week getting helped first?

bar0460 — Wed, 09 Nov 2016 19:09:57 GMT

@Shazia_K I just resent my information to you by PM. Perhaps you could resolve?

Re: Why are people who registered this week getting helped first?

ellisd — Wed, 09 Nov 2016 19:10:24 GMT

Thank you @Shazia_K much appreciated!

Re: Why are people who registered this week getting helped first?

vbobo — Wed, 09 Nov 2016 19:15:52 GMT

@Shazia_K Could you take a look at my PM to shazia, thanks!

Re: Why are people who registered this week getting helped first?

magimug — Wed, 09 Nov 2016 19:59:33 GMT

Is PMing preferrable than email for assistance?

I seem to be having the same issues with an activation error and an inability to log in to my account or self serve...I've gotten 5 identical "Your Public Mobile Activation Details" emails when I intially signed up telling me my pin has been registered and my self serve acct has been created. My credit card has been billed so I sent a help request via email. I don't want to jump the line, it's only been 24hrs since I sent the request but I need to do this with 2 more phones!

Re: Why are people who registered this week getting helped first?

Mm83 — Wed, 09 Nov 2016 20:01:38 GMT

I have been waiting since Saturday with the same issue. I first sent an email and was supposed to get a response in 48 hours yesterday I sent @Shazia_K a private message but still no response any suggestions on how I might be able to get some help?

Re: Why are people who registered this week getting helped first?

JayM — Wed, 09 Nov 2016 21:07:56 GMT

Thanks @Shazia_K , I have resent the PM. Thanks for help, Hopefully it resolve soon.

Re: Why are people who registered this week getting helped first?

baluyot — Wed, 09 Nov 2016 21:27:32 GMT

I have been waiting since November 3 to fix my porting issue. I have sent @Shazia_K a private message numerous times but still the issue is not resloved. Any suggestions on how I might be able to get some help too?