topic Re: No response in 1 Week + 1 Day in Get Support

No response in 1 Week + 1 Day

clogan2 — Tue, 04 Jan 2022 23:18:27 GMT

I don't mean to be "that person", but I sent a PM to the moderators a week ago, and it hasn't been answered yet. Did my message go into a black hole, or is there THAT big of a backlog?

Re: No response in 1 Week + 1 Day

prasprime — Mon, 14 Nov 2016 06:28:01 GMT

@clogan2 happen to me aswell. Only one moderator is helpful. The other one is just not replied at atll. Don't wish to mention her name.

Re: No response in 1 Week + 1 Day

Huntress — Mon, 14 Nov 2016 11:42:00 GMT

@clogan2 wrote:
I don't mean to be "that person", but I sent a PM to the moderators a week ago, and it hasn't been answered yet. Did my message go into a black hole, or is there THAT big of a backlog?

Sorry to hear about your long wait time. I too had this problem, but there is a promotion going on right now and the backlog is huge.

The only thing I can suggest is to be patient and wait. Someone will get to you as soon as possible.

Re: No response in 1 Week + 1 Day

CaNuCk07 — Mon, 14 Nov 2016 12:42:56 GMT

@prasprime I have found all the moderators to be quite helpful, it could be that one moderator is working on a particular type of issue and maybe you only heard form that one.

Re: No response in 1 Week + 1 Day

daredogg — Sat, 19 Nov 2016 17:02:13 GMT

Using the "backlog excuse" is getting a little tired. I have been giving that reason for the last 2 weeks and I think as existing PM customers we should stop feeding it to the new customers.

Hearing that some people come on here and tag a moderator and get help immediately, when there's so many others clogan2 and prasprime who are waiting in a supposed queue... that's unacceptable! The people who have sent private messages over a week ago for help need to be given priority and have their issues dealt with immediately!

~~To those waiting for support... BE THE SQUEAKY WHEEL~~

~~Many are saying that patience is a lost virtue, but c'mon it's not fair for those who are patiently waiting!~~

In lieu of some of the recent events in the discussion forum, I wish to withdraw my comments. I was maybe a little frustrated for all of you, but being the squeaky wheel can be taken to extremes that were witnessed on Friday! Not cool!

Re: No response in 1 Week + 1 Day

Rockdaddy22 — Mon, 14 Nov 2016 13:46:46 GMT

@Shazia_K maybe a mod could take a look at these cases when they get in. It's definitely unacceptable.

Re: No response in 1 Week + 1 Day

cambodia87 — Mon, 14 Nov 2016 13:52:39 GMT

I am in the same boat and it's getting very frustrating. Instead of turning people towards public mobile, I end up turning them away due to lack of support. I had an error file not found issue while registering last week and still have no service! Of course my payment went through so you are taking my money no problem. I emailed support and finally received an email with very generic information asking me to check the boards for support. There is no support! @Shazia_K please help us who have been waiting patiently for some time now.

Re: No response in 1 Week + 1 Day

Shazia_K — Mon, 14 Nov 2016 14:27:34 GMT

Good morning @cambodia87 @clogan2

I'm really sorry to hear about this,

Please rest assured that we didn't want you to feel this way, can you please send me a short detailed message with your Public Mobile phone #?

Thanks,

Shazia

Re: No response in 1 Week + 1 Day

btse — Mon, 14 Nov 2016 14:48:59 GMT

@Shazia_K I'm on the same boat. Provided my info through "contact us" last week, but still no response. Your assistance would be greatly appreciated since I haven't been able to call/text for the past week

Re: No response in 1 Week + 1 Day

zhaddad — Mon, 14 Nov 2016 15:03:18 GMT

I am puushing a week also. I recieved a response asking for my information but the port has yet to be completed. Hopefully @Shazia_K can get to it today.

I refuse to belive this is how PM is. Im certain this is all a backlog from the promotion

Re: No response in 1 Week + 1 Day

Ashrafun — Mon, 14 Nov 2016 15:14:50 GMT

@Shazia_K Would you please please please fix my account too. I have sent you message and got no response.

Thanks

Re: No response in 1 Week + 1 Day

tiktok0915 — Mon, 14 Nov 2016 16:03:16 GMT

Same with me. I sent it 9 days ago but plan not been changed.

Re: No response in 1 Week + 1 Day

Rockdaddy22 — Mon, 14 Nov 2016 16:12:17 GMT

If you have service I wouldn't worry to much right now.

Re: No response in 1 Week + 1 Day

Boomer2 — Mon, 14 Nov 2016 16:18:56 GMT

I am in the same situation as well. Totally no access to anything from PM (self serve/voice/data/text) since Nov 9. Would you fix my account too. I have sent you message.

Thanks

Re: No response in 1 Week + 1 Day

mini31 — Mon, 14 Nov 2016 16:42:24 GMT

I am in a similar situation as well. Had the failed activation a few days ago, but payment and everything was processed. An e-mail arrived also stating everything has gone through, but not service is provided. I have sent a PM to the mods already and hopefully it's resolved soon.

@Shazia_K

Re: No response in 1 Week + 1 Day

Boomer2 — Mon, 14 Nov 2016 16:45:27 GMT

What's even stranger is that I was trying to post to the PM community forums, but all my posts are not showing up.

I had to create another account, and now the messages are being posted.

Re: No response in 1 Week + 1 Day

octobon — Mon, 14 Nov 2016 16:47:01 GMT

Same boat as you mini31... Lucky I didn't try to port my number right away. I assume we will not be charged for the service we paid for but never received...

Re: No response in 1 Week + 1 Day

daredogg — Mon, 14 Nov 2016 17:35:31 GMT

@Boomer2 if that happens again, clear out your cookies and cache for publicmobile.ca. I had the same thing happen to me, and that's how I resolved it. Your email address here and your email address on your account should be the same so that community rewards can properly be posted to your account. You'd have to be in the top 50% of activity for the month to get $1 off your service. If you don't see yourself falling into that category, then having different emails won't matter.

I really hope they get to your emails. I know the moderators aren't going to like me for this, but I've been telling people to be the "squeaky wheel" in order to get help. The message queue people have been talking about, I don't know that it really exists.

Re: No response in 1 Week + 1 Day

daredogg — Mon, 14 Nov 2016 17:44:35 GMT

@octobon what's your situation? Since this is the first post you've made, did you attempt customer support through email? It appears the best course of action is to private message one of the moderators and then follow up with tagging them for a status report.

To those wanting to private message a moderator...

To know which moderators are on, go to the Users Online page and then hover your mouse over one of the people with beside their name. Click the orange Send Message link and provide your phone number and PIN, or at least your account number and name with details of your situation. I think Saray_O and Shazia_K are working today.

Good luck!

Re: No response in 1 Week + 1 Day

daredogg — Mon, 14 Nov 2016 17:49:40 GMT

@tiktok0915 it seems if you still have service, your request is lower priority. I'm sure the moderators will get to your request eventually, but I know now they've had to focus primarily on failed activation and porting issues recently. Sending a follow-up private message probably wouldn't hurt, but you could try the email route, or maybe even through Twitter.