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Great Neighbour / Super Voisin

Re: Important Service Update

I have been affected by the dropped call issue too. I thought I was going through an area of poor coverage which caused the call the drop... Does that still happen, or am I living in the past? Happy to hear that this was identified as an issue and is being investigated. Aside from this, my service has been reliable. I'm happy to hear texting and data are unaffected. Good to know that we have some options in the event that some calls drop unexpectedly.

Great Neighbour / Super Voisin

Re: Important Service Update

This was my exact experience. Hope this is sorted soon.

Great Citizen / Super Citoyen

Re: Important Service Update


@xchoo wrote:
This issue arose at 12:15 AM ET on May 3rd, was identified by our team, and was fixed as of 1 PM ET May 3rd.

Hahahahahahaha. No.

The issue arose at about 10 PM EST on May 1st, and was rectified at 1PM EST on May 3rd

 

I agree @xchoo  it was the time you stated, 10pm May 1st


 

Good Citizen / Bon Citoyen

Re: Important Service Update


@Alan_K wrote:

Hi Community,

 

We have heard your concerns around some calling and service issues and we thank you for flagging them to us. After investigation, we have identified the cause of the issues some of you have been experiencing and want to share an update.

 

1. Dropped calls - We’re currently experiencing an issue in which select customers may experience dropped calls during peak usage times (approximately 4 to 7pm ET time). Text/data capabilities remain unaffected. Our team is diligently investigating the source of this issue and is fully committed to restoring normal functionality as soon as possible. Until then, we appreciate your understanding.

    • What you can do if you want to connect with someone during peak usage times:
      • Use texting, wi-fi, or data to stay connected
      • Use wi-fi calling apps

 

2. $15 Plan - We’ve successfully fixed an issue that affected the service for select customers who signed up or changed to the $15 100 minute plan beginning April 30. This issue arose at 12:15 AM ET on May 3rd, was identified by our team, and was fixed as of 1 PM ET May 3rd. We understand that staying connected is important, and we sincerely apologize for any inconvenience this may have caused.

    • If you’re on this plan and are experiencing any issues other than dropped calls, please contact our Moderator Team by sending them a private message here - don’t forget to be as descriptive as possible and to include your account information so that we can assist you as quickly as possible.

 

We apologize for these inconveniences and the delay on our end in updating you officially. We always look to identify what the issue is and the impact while gathering as much information as we can before announcing, as we want to mitigate any concerns or questions you may have. However, we understand that those of you affected directly, want an update right away. To that end we are working on improving our internal processes in order to get in touch with you as quickly as we can.

 

Stay tuned as we will update you on the first issue as soon as we can.

 

Public Mobile Community Team


May 3rd? Sorry, but for me, it was May 2nd.

Oracle

Re: Important Service Update

@Alan_K , Public Mobile is doing better with the announcements.  However, it is quite evident that there is a lot that can be improved.  To say the issue affecting customers on the $15 plan came to the attention of Public Mobile at 12:15am May 3 shows the need for greater attention to the network.  Before noon today, customers had already gathered enough data to hypothesize the cause of service disruptions affecting a number of new customers.  It is not good when customers apparently know more about what might be going on and earlier.  

 

https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/Hypothesis-on-why-new-subscribers-to-15...

 

As for official announcments, it is never nice to be scooped by unofficial discussions in a prominent news site.  There is definitely a balance between gathering facts and issuing timely notifications.  There is definitely room for further calibration here.  In the internet era, information even if alternate facts spread fast.  If you don't get ahead of the curve and contain the situation, things can get ugly really fast.  

 

https://mobilesyrup.com/2019/05/03/public-mobile-outage-no-official-repsonse/

 

 

 

 

Mayor / Maire

Re: Important Service Update

 @Alan_K 

tl;dr - say something far sooner.

 

Once again...communication. It doesn't take much to notice a trend of a problem as the trickle becomes a flood as more and more customers come on here to wonder why their phone service isn't working.

You arrive first thing in the morning (ET) and you should see that something wrong is going on. Immediately...yes immediately...put *something* up on the entry page to the Community as like a pop-up acknowledging that it seems somethings going on. Maybe even the Post button. Click Post and a pop-up happens with some information. Anything.

That way you don't get the flood. People will come in and see oh ok somethings going on. Then after you've identified the problem another message saying as much.

Then after you've identified the fix another message saying as much.

Then after it seems to be fixed another message saying what, if anything, should be done by the customer.

Then finally the messages stop when all is settled down.

 

These series of problems you've been having these last several weeks where you get the flood of complaints leading to hysterics and people saying they're leaving and slamming the company all day long is. just. bad. Complete silence is the most frustrating thing for ALL customers. Say. Something.

You want to be an online model? Well present yourselves online then! In all that friendly "Hey! Public Mobile here. Yeah something wrong's going on. Please bear with us as we get to the bottom of it."

These after the fact announcements are just about pointless. Customers want to know what's happening NOW. I think they would even be somewhat forgiving if they just knew what was going on. But, nothing??...bad.

Great Citizen / Super Citoyen

Re: Important Service Update


@Alistairm wrote:

@Alan_K wrote:

Hi Community,

 

We have heard your concerns around some calling and service issues and we thank you for flagging them to us. After investigation, we have identified the cause of the issues some of you have been experiencing and want to share an update.

 

1. Dropped calls - We’re currently experiencing an issue in which select customers may experience dropped calls during peak usage times (approximately 4 to 7pm ET time). Text/data capabilities remain unaffected. Our team is diligently investigating the source of this issue and is fully committed to restoring normal functionality as soon as possible. Until then, we appreciate your understanding.

    • What you can do if you want to connect with someone during peak usage times:
      • Use texting, wi-fi, or data to stay connected
      • Use wi-fi calling apps

 

2. $15 Plan - We’ve successfully fixed an issue that affected the service for select customers who signed up or changed to the $15 100 minute plan beginning April 30. This issue arose at 12:15 AM ET on May 3rd, was identified by our team, and was fixed as of 1 PM ET May 3rd. We understand that staying connected is important, and we sincerely apologize for any inconvenience this may have caused.

    • If you’re on this plan and are experiencing any issues other than dropped calls, please contact our Moderator Team by sending them a private message here - don’t forget to be as descriptive as possible and to include your account information so that we can assist you as quickly as possible.

 

We apologize for these inconveniences and the delay on our end in updating you officially. We always look to identify what the issue is and the impact while gathering as much information as we can before announcing, as we want to mitigate any concerns or questions you may have. However, we understand that those of you affected directly, want an update right away. To that end we are working on improving our internal processes in order to get in touch with you as quickly as we can.

 

Stay tuned as we will update you on the first issue as soon as we can.

 

Public Mobile Community Team


May 3rd? Sorry, but for me, it was May 2nd.

@Alistairm 


It happend late on May 1st, so some people didnt know about it until the next day.

Great Citizen / Super Citoyen

Re: Important Service Update

the issue fixed for couple of hours , but i came back agian aroung 5:00Opm.

Could you please fix iit again

Deputy Mayor / Adjoint au Maire

Re: Important Service Update

Good to know and hope the issues resolved soon!

Town Hero / Héro de la Ville

Re: Important Service Update

If a system glitch came up that gave everone free addons came up, wonder how quick that would be addressed?..😀