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JK8
Mayor / Maire

Re: Introducing "Customer Support Agent"


@Seanboyd wrote:

Why am I going through so much data that not I haven't been able to talk with anyone and using my data try to deal with you ?? I am not happy with my service at all 


How much data is included with your plan? Have you tried managing the data usage by changing the settings in your phone? Eg. Turn off background data for certain apps.

 

You can check your data usage in self service under Usage History. There is also a counter under My Data & Add-Ons.

 

darlicious
Mayor / Maire

Re: Introducing "Customer Support Agent"

@Seanboyd 

Well that's unfortunate....the community uses about 5mb per hour that you are on here however if you are in the lounge looking at threads full of photos then you will use more. Here are the basics for conserving your mobile data usage......which reminds me I need to reset my data tracker to the correct 30 days since July and August have 31 days and my accounts renewed last night and the night before.

 

But my tracker is always off by 3 hours because I'm on the west coast and pm works based on the eastern time zone!!

Spoiler

Here is some more tips on data usage that can help you conserve data usage and/or find where high data usage is coming from.....

 

  1. Turn your data saver on.*
  2. Set your data tracker to the correct calendar dates of your 30 day cycle.
  3. Set your data warning. ( I set mine to 25% of plan data**.)
  4. Set your data limiter. (I set mine to 50%.**)
  5. Turn off all background data in your app usage settings.***
  6. Set video content to play on wifi only ( or off altogether) in each individual app's settings.
  7. Turn off wifi assist for iPhone or the Android equivalent.
  8. For low data plans turn off mobile data and turn on when needed or to download MMS.
  9. Use free wifi when available.
  10. Double check that your phone is connected to wifi. Your phone can sometimes not automatically reconnect to wifi after rebooting, resetting or leaving/entering a wifi area.

*Android and iPhone's data saver tools work differently it is prudent to check settings in each phone's apps for such things as your photo app for device syncing, backing up etc.... Note: viewing or searching for backed up/stored photos can use considerable mobile data.

 

**Public Mobile sends out a text from 611 giving a warning at 75% and 95% of total data usage. If you have data add ons these warnings include both plan data and add on data.

 

**So if you just have 1gb of plan data you will get a warning at 756mb/1024mb and 973mb/1024mb. However if you have 1gb of plan data and a 5gb data add on (1024mb+5120mb=6144mb) these warnings will recieved at 4608mb/6144mb and 5837mb/6144mb respectively.

 

**This is why setting your data warning and limiter is important so that an errant app's sudden usage can be noticed and/or stopped by your phone's data usage tools rather than relying on pm's limited warnings system.

 

***Background data can use up to 38% of your data that is pure wastage.

 

Get in the habit of taking screenshots of your overview page and payment history before and after renewal for record keeping and checking that your data and/or limited minute/text counter resets.

monatam
Good Citizen / Bon Citoyen

Re: Introducing "Customer Support Agent"

Agent?

nobody there to answer and understand my question.

computer system can't work as same as human.

failed

 

monatam
Good Citizen / Bon Citoyen

Re: Introducing "Customer Support Agent"

where is the ears?

stupid 

esjliv
Mayor / Maire

Re: Introducing "Customer Support Agent"


@monatam wrote:

Agent?

nobody there to answer and understand my question.

computer system can't work as same as human.

failed

 


Hi @monatam 

 

The Community Forum (are customers, here, just like yourself help out one another) can be very helpful.

Care to share any issues you may be having? Give it a shot.👋

 

 

All support is online.

To connect with Public Mobile Representatives, this is how you contact them.

 

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Customer Support Agents (CSA)

darlicious
Mayor / Maire

Re: Introducing "Customer Support Agent"

@monatam 

If you are going to send a private message here's the info you need to include but perhaps we can help you if you explain the issue you are having.......?

 

Spoiler

Send a private message...   Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:  

 

  1. Full name and address on pm account. ( Or province and postal code for newer accounts.)
  2. Email, phone # and pin #.

 

If  you cannot remember your pin # include at least three ( if they apply)of the following:

 

  1.  Date of birth (n/a on newer accounts.)
  2. Last payment, date, amount, type and last 4 digits.
  3. Alternate phone number if any.
  4. Security question and answer.
  5. Plan amount, any add ons or promos on account.
  6. Last 4 digits of sim card.
  7. Any rewards in your account.
  8. Autopay y/n?
  9. Account #.
  10. Frequently called/texted phone numbers in the last 30 days.  

 

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

 

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's (formerly moderators.) Responding promptly will speed up service times.

 

 Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

 

  To send a private message to the CSA's (formerly moderators) click below
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

RonEydt
Great Neighbour / Super Voisin

Re: Introducing "Customer Support Agent"

Hi,

this rebranding is causing issues, because if people have not seen it, they can accidentally send their information to accounts that use the names Moderator. There are several of them including Moderator_Team1 which I mistakenly took for the old moderator team and send him a request for invoice that contained some of my personal details.

 

Can you please change your system, so that no one can make accounts with Moderator in the name?

 

softech
Mayor / Maire

Re: Introducing "Customer Support Agent"

users with "moderator" as part of the name has always been an issue, even before when "moderators" are moderator.  I honestly think PM should ask them to change their user name.  

Re: Introducing "Customer Support Agent"


@RonEydt wrote:

Hi,

this rebranding is causing issues, because if people have not seen it, they can accidentally send their information to accounts that use the names Moderator. There are several of them including Moderator_Team1 which I mistakenly took for the old moderator team and send him a request for invoice that contained some of my personal details.

 

Can you please change your system, so that no one can make accounts with Moderator in the name?

 


Customers should almost never be initiating contact with Public Mobile customer support by sending a private message, regardless.  This is one of the reasons that people should usually be submitting tickets by going throgh SIMon. This way, there is no chance for a customer to accidently type in the wrong username to contact a CSA.   

 

I do realize that the using SIMon to sumbit a ticket would not prevent a member from impersonating a a Public Mobile CSA by sending members unsolicited messages, but it's important to always check for the "AGENT" or "PM" designation next to the username before responding with any account information.

RonEydt
Great Neighbour / Super Voisin

Re: Introducing "Customer Support Agent"

banning the option for people to register accounts with Moderator in the name should be made part of the system.

Need Help? Let's chat.