Changes to our Support structure

[Jeremy_M]

Hey Community,

In order to best assist you, we are making some customer support changes in the coming days.

Presently, we support customers through social media, web forms, and the Community. Having multiple support channels has given customers more flexibility but it has also led to longer response times, delays in our service, and confusion for our customers.

In order to continuously deliver the best possible customer experience, we are simplifying how you can reach out to one single place: our Community. It’s easy - plus, you’ll never have to wonder if you should Facebook message us and post on our Community. On our end, it will streamline all your questions and make it easier to get back to you.

Here’s how this breaks down:

Today	July 13th
Support Channels: Social Media: Facebook, Twitter Web Forms Community	Support Channels: Community

Part of making this work is also changing how you connect with our Moderators. In the past, every moderator has had their own account to help you. In our new support model, all the Moderators will share one account so you get help as soon as any Moderator is available to help - first come, first served!

Finally, since the Community will now be the only way to get in touch with our support team, we will be disabling our web form queues and direct messages via social media.

We are really excited for this change because we know it will get you help and answers faster than before.

FAQ:

I’m used to sending web forms for support. Why have you changed this?	Great question! A couple of reasons why we decided to make the change: Very few customers were using web forms Most of the web form questions we received were general inquiries; with answers that can be found in our Community. And yet, we still had to have a team checking web forms, taking time away from the Community (where most of our customers are)! By streamlining how to get help, we make sure that you get help faster!
With the new support model, will I need to have a registered Community Profile to directly communicate with your support team, In addition to my Self Serve account?	Yes. Register for a Community Profile by clicking here
When should I reach out to the support team?	When you can’t find the answer you’re looking for in the Community, or a fellow Community member advises you to reach out to our support team
How do I contact support?	Follow these instructions here
Who is Simon? Not referring to our awesome 'mod' @Simon_O	Simon, is a ‘ChatBot’ that can help answer any general inquiries you might have about our products or services. More info on Simon can be found here
What are the Contact Support’s hours of operation?	Monday - Friday 9AM (EDT) - 9PM (EDT) Saturday - Sunday 9AM (EDT) - 7:30PM (EDT)
What is the average wait time to get account assistance from the Support Team?	During business hours, we strive to answer all customer messages/inquiries as soon as possible. Usually, that is within an hour, but in peak periods, it could be as much as within 48 hours of receiving the message.
What/Who are Oracles?	The Oracles are a small group of Community members who really know their stuff. Find out more about our Oracles by clicking here
How do I post a question to the Community?	Sign-in to the Community (by clicking ‘Sign-In’ close to the top of your webpage) Choose a category that would best suit your question On your right-hand side click on ‘Start a topic’ Type your question and click on ‘Post’ For detailed instructions click here
How do I know if the Support Team has answered my question?	If your email notifications are enabled, you will get an email notifying you that we responded to you.
How do I enable email notifications?	This function should be automatically enabled. You can check here to make sure ‘Receive email notifications for new private messages’ is checked.
How do I contact support? How will I know who a Moderator is?	There are two ways that you are able to contact our Community Moderators: Private Messaging: You can do this by ‘searching’ for our unique Community Moderator’s profile (as shown below) then, once on the moderator profile, on the right-side click on “Send this user a private message”.  The unique blue square with ‘MOD’ is how you identify our Moderators. Tagging: If you would like a Moderator to weigh-in on a discussion, simply tag the Moderator profile to the post you created i.e @Moderator_Team
If I’m a Legacy customer will I still have access to the Call Center?	Yes, if you activated before January 27th, 2015, you will still  have access to the call centre
Will I get a ticket # for reference when contacting the Support Teams?	Working on it! We should have this functionality implemented soon!

[pauloJones0]

Dear Public Mobile Support Team,  

I received the message about  the changes happening to Legacy/ Pioneer rate plans on 15 February 2018.  

As an old client I would like to express my disagreement about the increases in my plan without my consent and the rewards promised.  

And again as an old customer and an auto-pay client it was sold me rewards of fidelity.   

I can understand some increases in the cost of the services, but I don’t understand the fact that I don’t see the loyalty rewards as it was sold to me at the beginning of the business relationship.  

I would like to preserve my plan and my antiquity as customer and do not want to change of phone company.   

On the other hand, I have not yet seen the deduction of my loyalty rewards that were sold to me at the beginning of the contract.    

Which if you to keep up this commercial nature that can be considered misleading advertising.   

I would like to ask you the favour to see my account and preserve me as an old client and credit me my fidelity or loyalty rewards as an old client.  

Thank you for your support.  

Regards,  

Paulo0

Canada-wide Talk +Text  

$25 per 30 days  

This also includes:  

• Unlimited Canada-wide Long Distance  
• Unlimited global text messaging and picture messaging  
• Voicemail  
• Call Forwarding  
• Call Display  
• Call Waiting  
• Conference Calling  

.  

• AutoPay  
• You are currently registered for dynamic Autopay  
• AutoPay Next Payment Date:Jan 18, 2018  
• AutoPay Amount:This is your plan cost minus Rewards. Any Available funds will be applied first.  

[empias]

Absolutely agree with this comment. Important announcements should be communicated directly to subscribers. PM has our emails and text contact info. No excuse for not alerting us. 

Would like to see PM lay out cost changes for plans too. A chart showing pre-increase/post-increase.

Transparency is important in your business. It shows respect for subscribers (your income!😊)

P.S. I like the streamlined, ‘first-come, first served’ support format. 

[crtowns]

Great!

[ramndeep]

This makes total sense.

Thanks for looking after your customers.

[Alissa]

Great changes. Thanks for updating us!

[srlawren]

@malex856 the @CS_Agent can.  Send them a private message using this link.  Include your phone number and the details of the plan you were trying to change to, and that your service is not working at all right now.

[malex856]

I have changed my plan. Today started my new charge time my phone doesn't work. Who can help me   

[Rockdaddy22]

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@wendigo wrote:

I like these ideas. I used to be with chatr and they use Facebook mesage as one of the comunication tool. It was pretty effective I would say.

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If you don’t mind me asking. How does your overall experience with Public Mobile compare with Chatr?

[wendigo]

I like these ideas. I used to be with chatr and they use Facebook mesage as one of the comunication tool. It was pretty effective I would say.

[saravanajp]

great job,keep rocking 

[kutzki]

Really happy to hear about this to be honest. Been waiting for this for a while. It's about time. Finally you guys can focus time and energy on the right area, although to be fair if a mod was online and I've messaged them in the past response time was usually under and hour. Does this mean it'll be even shorter? Because that would be really great! Also, make sure when people click the contact link you have a page that says they have to go here and put the hours of operation on there so people don't get confused. I know some people will prefer to check the main page, especially new customers because that's what most providers to, and as we all know, PM is not like most providers.

[pratchak]

Great idea. Thanks for updating us. 

[Totalrookie]

gotcha

i sent a message to Marie I think about being locked out of the account.

Just need help from someone. Going NUTS!!!

[Gagandeepkaur]

Hi

[Michael77]

I agree. The Moderators are great.

[Rockdaddy22]

They do a great job around here, I'm glad you're please with the service you received.

[thomasn83]

Thanks @Rockdaddy22! I'm also impressed with how fast the mods are. I had an issue with getting my SIM card and they were on it as soon as I messaged them. So good!

[thomasn83]

@abrar0123 welcome! I know for me, as soon as I switched I noticed "Public Mobile" appears at the top left corner of my phone (it'll probably be different on other phones). Also, my phone also displays "Public Mobile" when I look at my settings under celluar data.

[Michael77]

@abrar0123,

Welcome to PM!

Sometimes it can take a bit of time for your phone number to be fully ported.

[Rockdaddy22]

How long ago did you do this?

[Rockdaddy22]

Test data, text in and out and phoning in and out. What number shows up on the call display when you call someone or text them.

[abrar0123]

Hi,

i just switched my phone number from rogers to public mobile....can you please confirm it is done.  my phone is working using public sim but rogers cannot see that if it has been cancelled.  

[Rockdaddy22]

Welcome to the PM family @thomasn83, glad you love the self serve model 🙂

[thomasn83]

Wow! I just joined Public Mobile and this model of support is so refreshing. Not only are there a ton of people helping you find the answers you need (I've done so many searches already) but an awesome team if mods ready to assist when you are at your wits end. Brilliant!

Thanks guys!

[TheOldVR]

I've been away for a bit... how has the new structure been going?

[baijuxp]

This is a great idea to further enhance the offerings from Public Mobile. 

[kav2001c]

@lisalind I have same issue going on 3 weeks now

@I also wish better communication in these instances instead of checking credit card, seeing no refund, and needing to send another email to the Moderator Team (see the @ symbol above)

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@lisalind wrote:

There have been multiple payments taken out in error and I need support asap please. Can anyone advise on how you speak to someone about this?

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[kav2001c]

@Jeremy_M & @CS_Agent

2 other suggestions I would like to throw out there

1- Have some sort of expected ETA provided to clients regarding ticket resolution (since we have no way of viewing tickets we often end up sending emails every couple of weeks while waiting for a resolution)

2- In cases where it is a long term ticket especially send some sort of ticket closure email (it seems odd when a ticket is ongong for 6+ weeks then I send another request getting an email response saying "hey we just fixed it yesterday". In that case my extra email does nothing but cause confusion to the next mod)

[srlawren]

@lisalind yes they will eventually reply, if they haven't already.  Please try to be patient as there were some substantial system issues late last week and early part of the weekend that were causing many to have absolutely no service.  You were/are likely queued up amongst a large number of messages, so please sit tight just a little longer.

[SD08]

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@lisalind wrote:

Will a moderator team eventually answer... this form of communication to get support is not user friendly. what is the best way to contact someone

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The best way to contact a moderator is to send a private message like I mentioned above.  The moderators might or might not see your post here because you've posted to an older topic.  Please be patient, as they are currently serving a lot of customers who have experienced suspended accounts due to a glitch.  They will eventually answer, but your request will be attended to on a first come first served basis.