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Model Citizen / Citoyen Modèle

Re: [Help Needed] Let us know about your experience on the Community!

@customer Have you contacted a moderator?

 

Contact a moderator:

 

Please use the chatbot SIMon to help you solve your issue. If SIMon cannot solve your issue then you have the option to contact a moderator.

 

Step 1: Choose the ? button at the right bottom corner of this page or choose “Get Help” at the top of the page and then choose the “Chat with SIMon” button.

 

Step 2: Tell SIMon what the issue is and see if he can find a solution for you.

 

Step 3: If Simon cannot find a solution then type in “moderator” to connect to a Public Mobile customer service representative.

 

Step 4: Simon will present you with two choices. Choose “Account-specific question”

 

Step 5 Then choose “No, I want a human”

 

Step 6 Create your ticket

 


Check the sent folder to make sure your ticket was sent (envelope icon, top right) and the inbox for a reply from the moderators.

 

“To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help.”

 

Moderators are available:

 

Monday to Friday from 8 AM to midnight Eastern time.

Saturday and Sunday from 8 AM to 10 PM Eastern time

 

When you submit your ticket on the title write NO SERVICE FOR X AMOUT OF DAYS.

and they would get back to you sooner

 

I also would like you to explain what is your problem? We cant help you if you dont explain. This is what the community is for

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Good Citizen / Bon Citoyen

Re: [Help Needed] Let us know about your experience on the Community!

After 6 days I have given up on your "community". I have not yet received any information that has assisted in getting me a phone that can receive calls. There does not seem to be a process for a situation like mine where the "community" can help. I am completely discouraged and disappointed in Public Mobile. I am beginning to think it is just a bogus name and is not able to provide cell service since that has been my experience after 6 days of dissatisfaction.

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Great Citizen / Super Citoyen

Re: [Help Needed] Let us know about your experience on the Community!


@customer wrote:

After 6 days I have given up on your "community". I have not yet received any information that has assisted in getting me a phone that can receive calls. There does not seem to be a process for a situation like mine where the "community" can help. I am completely discouraged and disappointed in Public Mobile. I am beginning to think it is just a bogus name and is not able to provide cell service since that has been my experience after 6 days of dissatisfaction.


Community is here to help and "try" to answer your questions, it is not the end-all for solutions. Go to SIMon and then talk to a MOD if your really having issues solving your problem. 

 

Hope you have a good day!

Highlighted
Mayor / Maire

Re: [Help Needed] Let us know about your experience on the Community!


@customer wrote:

Totally useless! One bit of poor info after another. After 6 days I still don't have an operable phone and there seems to be no way of getting one through Public Mobile. What a useless sham of a 'business'. I will most certainly be letting others know what a terrible experience I have had with you!!


@customer   Have you tried submitting a ticket to moderators via SIMon here: https://publicmobile.ca.ada.support/chat/

 

Type in your issue, select contact us/moderators, then submit ticket when these options appear and follow the rest of the prompts to finish.

 

Meanwhile what have you tried?  Reboot of phone?  Remove the the SIM, wait several mins, reinsert, restart phone?

 

You can also try topping up your account with $1 and restart the phone.

 

One of these tricks might help while you wait to hear back from moderators who will be able to see if there is something more going on with your phone/account.

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Model Citizen / Citoyen Modèle

Re: [Help Needed] Let us know about your experience on the Community!

@customer I a looking at you profile and you haven't posted anything on the forum. Please post your problem on the forum and we can help you. I cant help you and a moderator cant if you wont explain your situation.

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Deputy Mayor / Adjoint au Maire

Re: [Help Needed] Let us know about your experience on the Community!


@customer wrote:

After 6 days I have given up on your "community". I have not yet received any information that has assisted in getting me a phone that can receive calls.


Your very first post to the "community" was 10 minutes ago, not 6 days ago.

 

Please read @BearFBI 's post and follow the directions to contact a moderator who can directly help with your account related issue.

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Good Citizen / Bon Citoyen

Re: [Help Needed] Let us know about your experience on the Community!

Thanks for the response, but again, USELESS. I have tried NUMEROUS times to check with Simon and get a ticket submitted. After filling out your info sheet, the SUBMIT button does NOT work. This happened too many times to count. I am so incredibly frustrated with Public Mobile and no one seems to know how to get my phone operational.

 

Highlighted
Model Citizen / Citoyen Modèle

Re: [Help Needed] Let us know about your experience on the Community!


@customer wrote:

Thanks for the response, but again, USELESS. I have tried NUMEROUS times to check with Simon and get a ticket submitted. After filling out your info sheet, the SUBMIT button does NOT work. This happened too many times to count. I am so incredibly frustrated with Public Mobile and no one seems to know how to get my phone operational.

 


Clear your browser cache/history/cookies. Close browser and open a new browser in incognito/private mode. Also, you can try a different browser.

Highlighted
Mayor / Maire

Re: [Help Needed] Let us know about your experience on the Community!


@customer wrote:

Thanks for the response, but again, USELESS. I have tried NUMEROUS times to check with Simon and get a ticket submitted. After filling out your info sheet, the SUBMIT button does NOT work. This happened too many times to count. I am so incredibly frustrated with Public Mobile and no one seems to know how to get my phone operational.

 


@customer   Try sending a private message to Moderator_Team here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Highlighted
Model Citizen / Citoyen Modèle

Re: [Help Needed] Let us know about your experience on the Community!

@customer Try the link instead 

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

You could have told the community about this before and we would have helped you days ago.