Longer Than Normal Support Wait Times

[Tiana_V]

Hey Community, 

We are currently experiencing longer than normal wait times for support tickets due to high volumes. Our team is diligently working through each request and will respond to each ticket as soon as possible. 

To ensure that you get a resolution to your issue as soon as possible, follow these tips: 

• To ensure the fastest response possible, submit your ticket using our chatbot. This ensures our agents have all the relevant information up front to resolve your issue quickly. 
• If you can’t find an answer to your question in our help articles or chatbot, ask your question here on the Community. Our Community members are knowledgeable and fast. 
• If you are experiencing any of the following issues, check out these resources for troubleshooting steps: 
• Issues with SMS After Transfering Your Number
• Issues with eSIM
• Issues Transferring Your Number to Public Mobile
• Issues Logging In with Your EverSafe ID

We thank you for your patience as we work to get to every support ticket. 

- The Public Mobile Team

[funpig1]

5 private messages, 14 days and still no response from customer service.

[JustADad]

Did you follow the instructions on past threads?  I just transferred my number today without issues.

Guess you would have to share what you did and I could see if anything was different from what I did, not that this is helping your situation right now.

[MohammadShaikh]

I am currently facing a similar situation. Very frustrating and disappointing 

[timsean]

terrible services...... 

[Cesarino]

Well those waiting are the lucky ones.... After two hours still have not found a way to create a support ticket.  Switched to Public yesterday, paid the money, number still not ported after 24 hours and no one there seems to have noticed or care

[SeniorCitizen]

Keeping in the family….Koodo

Sell to stranger……Quebecor

[sukha]

What would happen if PM is shut down? Would Koodo or Telus adsorb it?

[LaurentLusignan]

They sent a message saying that the waiting time is longer than usual and that they are working on it 🤷‍♂️

[Sansan]

If you have submitted a ticket and have not received a response after let's say 72 hours, send another. Please ensure that you click on your Avatar and click on messages to see responses.

 If public mobile did try to reach out to you and you didn't respond, they will close the original ticket, so you could be waiting for nothing.

Some have reported hearing back after only 30 minutes. 

[funpig1]

How long is the waiting time?

For me it has been 7 days with still no response.

[Alfonzo2]

Terrible Service

[Alfonzo2]

Awful

[Dunkman]

---

@TonyJay wrote:

Thank you.  I did just that, and a CS Agent contacted me within 30 mins of the 2nd ticket.  Texting works again, huzzah! But really, should I have had to submit  2 tickets and/or wait 4 days after porting in?

---

@TonyJay 

That is good to hear.  Did you submit a ticket via the chatbot or private message via the link I gave you?

Normally customer service is within a few hours.  However, with the forced migration to loyalty points, the SMS text problem after porting, etc., these issues have added significantly to the wait times the last several weeks. 

[TonyJay]

Thank you.  I did just that, and a CS Agent contacted me within 30 mins of the 2nd ticket.  Texting works again, huzzah! But really, should I have had to submit  2 tickets and/or wait 4 days after porting in?

[Backira2024]

So many issues experiencing as well. I'm porting out soon to freedom got a promo 50GB 5G for 29 per month.. Even rewards points has been changed. Hope PM shutdown soon. 

[Dunkman]

@TonyJay 

---

@TonyJay wrote:

Wow, 4 days without texting and no response at all to my ticket. This is ridiculous. 

---

If more than 48 hours wait, I would submit another ticket or even private message CS_Agent instead.

Send a private message to CSA through the following link :

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

[gillybean1]

What do we do? 4 days??? OMG

[TonyJay]

Wow, 4 days without texting and no response at all to my ticket. This is ridiculous. 

[gillybean1]

Same here. I helped both my parents port their numbers over and their texts aren't working either. It is a big issue. They use them for things and need them. I sent a PM this morning and also submitted via the forms. Can anyone help? @Tiana_V  ?? Thank you.

[HALIMACS]

@Patrick_PM 

That's EXACTLY the reason.

It shouldn't in any way impact responding to service requests for auto-pay failures.   Those issues, and other situations where users have NO SERVICES, should take priority over inconvenience issues.

Surely, Public Mobile knows this, I hope.

[Patrick_PM]

My guess is Public Mobile is getting a surge of calls from clients on why their monthly payment has increased so much.

Hint: Forced migration to Points Reward program 

[HALIMACS]

@Dunkman @Tiana_V  @CS_Agent   I submitted a ticket 18 hours ago for a close relative.   

This relative has NO SERVICE.   Another PM auto-pay failure.  Same credit card used for several cycle renewals over the past couple of years. 

These PM auto-pay failure requests should take priority over anyone with active service - yet here we are.   PM vouchers not an easy option as a stop-gap given circumstances.

They recently at least got into their own account/self-serve (with my assistance), but low and behold, when we tap Pay and Resume service, there is the dreaded message which reads, 

"Sorry, we're not able to process your payment at this time. Please try again later."

I wait two hours, try again, same message.

There is NOTHING wrong with their credit card, they've used it yesterday and today for other items. 

This is so unacceptable and appalling, especially given they are a senior with no other reliable means of communication other than borrowed devices when others are nearby.

Yet, they've been without service for going on 48 hours soon ... 

[Dunkman]

@LadyZsah 

---

@LadyZsah wrote:

How long until things are resolved? I’ve been waiting for two weeks now to get help with my new activation. 🤦🏻‍♀️

---

Did you submit a ticket?  If no response in 48 hours from customer service agent, you should submit another ticket.  

[LadyZsah]

How long until things are resolved? I’ve been waiting for two weeks now to get help with my new activation. 🤦🏻‍♀️

[TonyJay]

This is a very disappointing experience.  I understand things happen, but I ported over nearly 2 days ago, and wasn't even aware that I was not receiving texts and the ones I was sending weren't reaching the intended recipient. 

So 11 hours after submitting a ticket, I'm still waiting for a resolution.

[funpig1]

Back in January, I received a response the following day and a satisfactory resolution of my problem within a few hours of first contact with customer service.

On May 7, I submitted a private message and I have not received any response. 

PM is being overwhelmed by messages regarding the change to points rewards and the loss of loyalty bonus data by customers downgrading plans. My message was related to the latter. 

Sorry for adding to the queue and making it slower for those with more serious service problems. I would not have sent my message if PM had made it more clear (or more fair) about the loss of bonus data policy instead of putting it in a not-so-evident FAQ.

[SeniorCitizen]

@Tiana_V 

Under a different account I have submitted at least 5 times over the last year and a half for the same issue. I get in a merry go round with a CSA. Then it gets old and I am asked to resubmit. Am I blacklisted …… if I am just tell me?!  But don’t lead me on that there is a fix around the corner. It deflates me 🤔🤔

I have a ticket in for same thing……now 2 weeks old …. And at the beginning was lead to believe it would be fixed but would take time. And of course “I doubt it”.

What is a reasonable amount of time to wait?
Service wise all works and I understand that my issue is not a priority. BUT!!??

[G89]

I’m starting to feel like this company is a scam, and I’m essentially paying for something I can’t use or have access to. If anything my bill should be pro-rated for the amount of days I’m loosing by having to wait on the support team to even acknowledge or fix my problem.

[Mc25]

I would appreciate if the important information shared in the 'Announcements' section of the community was also available in french. The last message in the french version of the community section 'Messages Vedettes' dates from 11-30-2023.