topic Re: Why is Public Mobile the worst at customer service in Get Support

Why is Public Mobile the worst at customer service

gigi16 — Mon, 20 Oct 2025 21:45:12 GMT

Even that is useless it’s an hour before I already response to each question if you’re lucky an hour, what is the point of the live agent if you only get a message every hour?

Re: Why is Public Mobile the worst at customer service

softech — Mon, 20 Oct 2025 21:45:30 GMT

@gigi16

I have escalated your ticket on your behalf. PM support will reach out to your via Community inbox. Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Why is Public Mobile the worst at customer service

BKNS27 — Mon, 20 Oct 2025 21:48:18 GMT

@gigi16

Unfortunately, PM format is an online service so everything is done through dm. Depending on how busy they are. They will take awhile.
The best thing is to put down ALL the details of your issue so you don’t go back and forth with a CS_Agent try to give your answers/questions.

Re: Why is Public Mobile the worst at customer service

hTideGnow — Mon, 20 Oct 2025 21:50:01 GMT

Sorry @gigi16 , the PM support is not a live chat, so it takes time for turnaround. Support usually reply within an hour , but depends on the complexity of the issue and the status of the service queue

What issues do you need PM agent's help?

Re: Why is Public Mobile the worst at customer service

gigi16 — Mon, 20 Oct 2025 21:58:21 GMT

I did - and then they asked me again.

Re: Why is Public Mobile the worst at customer service

gigi16 — Mon, 20 Oct 2025 22:20:07 GMT

Still no response - 🙄 if i didn't need it to work I would still be frustrated but not so angry
why does it take days for setting up a phone?

Re: Why is Public Mobile the worst at customer service

gigi16 — Mon, 20 Oct 2025 22:30:32 GMT

Two hours - no response.

Re: Why is Public Mobile the worst at customer service

gigi16 — Mon, 20 Oct 2025 23:21:28 GMT

3 hours. no response - 4 hours ago i asked a question - 3 hours ago they asked me to repeat it - and I still have no response - I need to get my phone so I can work
is ther nothing that co be done?

Please please

Re: Absolutely Terrible Customer Service

gigi16 — Mon, 20 Oct 2025 23:45:19 GMT

Is this acceptable customer service ? Really?
to wait 4 hours for "live chat"?
and if they don't - try again? what the actual hooey?

Re: Absolutely Terrible Customer Service

hTideGnow — Mon, 20 Oct 2025 23:47:08 GMT

hi @gigi16

there is no "live chat", it's all messaging

for most issues, it is resolved within 2 or 3 messages and all resolved within 2 to 4 hours. I rather this than waiting on the phone line for an hour, hear the music and got cut off and need to call again and wait another hour with the music.

Re: Absolutely Terrible Customer Service

gigi16 — Tue, 21 Oct 2025 01:18:51 GMT

If its automated shouldn't it be automatic?
If its not live then what are we waiting for? The computer to figure it out?
When the messages are not answering we ask for the live chat which is very difficult to get to
then we wait for the "live chat" which is 3- 4 hours wait - if they choose to answer -
for me so far its been over 6 hours.

tell me what I am waiting for if not a person.

Re: Absolutely Terrible Customer Service

computergeek541 — Tue, 21 Oct 2025 01:27:44 GMT

@gigi16 wrote:
If its automated shouldn't it be automatic?
If its not live then what are we waiting for? The computer to figure it out?
When the messages are not answering we ask for the live chat which is very difficult to get to
then we wait for the "live chat" which is 3- 4 hours wait - if they choose to answer -
for me so far its been over 6 hours.

tell me what I am waiting for if not a person.

Please note that Public Mobiles does not have and does not advertise live chat for customers with customer support agents.

Re: Why is Public Mobile the worst at customer service

CSA_PM — Tue, 21 Oct 2025 11:59:46 GMT

Thank you for the escalation! The customer is in contact with an agent.

Re: Absolutely Terrible Customer Service

gigi16 — Tue, 21 Oct 2025 16:16:54 GMT

What shall I do when I need an agent support then?

Re: Absolutely Terrible Customer Service

softech — Tue, 21 Oct 2025 16:19:29 GMT

@gigi16

Re: Absolutely Terrible Customer Service

CSA_PM — Tue, 21 Oct 2025 16:24:11 GMT

Hello @ gigi16,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage