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Oracle

Moderator team response time

A day ago, I mentioned in a response to someone else's thread that I had my first ever account issue that led to service suspension.  Well, my issue has been resolved about an hour ago.  The turnaround time was 27 hours.  I don't know what to say about the long wait times people are experiencing in recent times.  I suppose the conspiracy theorists can say that I have access to a red phone and I get special treatement, etc., etc.  In my private message to the moderator team, I did not bring up anything about my community status, include threatening words, mention about how hard done by I am not having a functional service, the long wait times...  It was a business like message, with full details of my issue and most importantly identification of the account in question with appropriate account verification.  All it took was one message and my problem is solved.  

Mayor / Maire

Re: Moderator team response time


@will13am wrote:

A day ago, I mentioned in a response to someone else's thread that I had my first ever account issue that led to service suspension.  Well, my issue has been resolved about an hour ago.  The turnaround time was 27 hours.  I don't know what to say about the long wait times people are experiencing in recent times.  I suppose the conspiracy theorists can say that I have access to a red phone and I get special treatement, etc., etc.  In my private message to the moderator team, I did not bring up anything about my community status, include threatening words, mention about how hard done by I am not having a functional service, the long wait times...  It was a business like message, with full details of my issue and most importantly identification of the account in question with appropriate account verification.  All it took was one message and my problem is solved.  


@will13amOne other thing to note is the time it takes for public mobile to actually fix the issue. I have heard of issues where public mobile needs to actually contact telus and figure things out before they get back to you. I don't ever recall public mobile sending a message back saying "Got your message, we are working on it but don't have a solution yet"


I would like to think that the longer wait times are either attributed to them needing longer times to fix the issue, or that the sender did not explain the problem well or provide the required information or sent multiple messages causing what I have read causes "backlog". Maybe even they typed in all capitals and insulted the moderator team with many spelling mistakes requiring the moderator team to wait for the 1337 speak translator to come online to decifer the origonal message. 

Oracle

Re: Moderator team response time

@will13am, were you sent the new account verification link?  Or did they just use the information you provided as enough to verify identity?  We were told the link would be used first over providing info on first message.  Just wondering how that worked out for you.


* I am happy to help, but I am not a MOD please do not include any personal info in a private message to me, click here to private message a Moderator *
Oracle

Re: Moderator team response time


@ShawnC13 wrote:

@will13am, were you sent the new account verification link?  Or did they just use the information you provided as enough to verify identity?  We were told the link would be used first over providing info on first message.  Just wondering how that worked out for you.


That phone number was not working.  I am not sure how I would be informed if they were to use the new verification method.  I verified using the old fashion way. 

Oracle

Re: Moderator team response time


@RobertQc wrote:

@will13am wrote:

A day ago, I mentioned in a response to someone else's thread that I had my first ever account issue that led to service suspension.  Well, my issue has been resolved about an hour ago.  The turnaround time was 27 hours.  I don't know what to say about the long wait times people are experiencing in recent times.  I suppose the conspiracy theorists can say that I have access to a red phone and I get special treatement, etc., etc.  In my private message to the moderator team, I did not bring up anything about my community status, include threatening words, mention about how hard done by I am not having a functional service, the long wait times...  It was a business like message, with full details of my issue and most importantly identification of the account in question with appropriate account verification.  All it took was one message and my problem is solved.  


@will13amOne other thing to note is the time it takes for public mobile to actually fix the issue. I have heard of issues where public mobile needs to actually contact telus and figure things out before they get back to you. I don't ever recall public mobile sending a message back saying "Got your message, we are working on it but don't have a solution yet"


I would like to think that the longer wait times are either attributed to them needing longer times to fix the issue, or that the sender did not explain the problem well or provide the required information or sent multiple messages causing what I have read causes "backlog". Maybe even they typed in all capitals and insulted the moderator team with many spelling mistakes requiring the moderator team to wait for the 1337 speak translator to come online to decifer the origonal message. 


I am not going to say anything about this as whatever I say would be pure conjecture.  I merely posted facts on a current experience on moderator team interaction.  My experience does seem to be inconsistent with what a number of other customers have reported. 

Mayor / Maire

Re: Moderator team response time

 

@will13am wrote:
@ShawnC13 wrote:

@will13am, were you sent the new account verification link?  Or did they just use the information you provided as enough to verify identity?  We were told the link would be used first over providing info on first message.  Just wondering how that worked out for you.

That phone number was not working.  I am not sure how I would be informed if they were to use the new verification method.  I verified using the old fashion way. 

 @ShawnC13 @will13am

 

I too did not get any special link and my phone was working.

 

https://productioncommunity.publicmobile.ca/t5/Announcements/Changes-to-how-you-verify-that-you-re-t...

Mayor / Maire

Re: Moderator team response time


@will13am wrote:

@ShawnC13 wrote:

@will13am, were you sent the new account verification link?  Or did they just use the information you provided as enough to verify identity?  We were told the link would be used first over providing info on first message.  Just wondering how that worked out for you.


That phone number was not working.  I am not sure how I would be informed if they were to use the new verification method.  I verified using the old fashion way. 


To be perfectly honest, I firmly believe providing all the info PM will need--including verification of your identitiy--up front in your initial message will lead to the fastest overall issue resolution, as it removes one "round trip" of messages.

 

New way using the verification form:

1) you send request without identify verification

2) x hours/days later, mod replies with link to verification and move on to next message in queue

3) you fill out the form, and re-enter the queue (possibly higher prioritized, but still back in the queue)

4) another mod becomes avaialble, confirms your verification, then starts working on your request.  

5) <optional back and forth for futher questions> <optional raising to tech team for help> <etc>

6) done

 

But if you include the info up front, they can jump right to step 4 as soon as you first hit the top of the queue.  


>>> ALERT: I am not a moderator. For account or activation assistance, please click here.
Good Citizen / Bon Citoyen

Re: Moderator team response time

Hello will13am. Thanks for sharing your details regarding moderator team response time. I wish I could be so lucky to have a turnaround time of just 27 hours. For my problem I'm approaching 180 hours and I still have NO Service at all from the date of account and SIM activation to the present time. In all fairness, I must admit that I did receive a reply in just over 140 hours but, that was just a request for account verification.

Being new to Public Mobile I have learned alot about how to send "private messages" rather than posting to the community. I have viewed almost 500 posts and replies in the last 10 days covering numerous topics and have found many of them contained important information or tips. Alas, I still have no cell service but I have gained the knowledge that you can't believe everything you read. The first post I read on Moderator Team respone time suggested that a wait period of a couple of hours to 24 hours was the norm. Later posts said the turnaround time could be as much as 2 days. More reading produced information that the reply time could hit 2 to 3 days and then even 4 days. 

So, I thought I should share my wait times with the community and especially new customers, so they have a realistic view of customer service (or lack there of) provided by Public Mobile. The motto on the SIM card should have given me a hint on what to expect from PM but, "LESS for LESS" doesn't really equate either. In my case it should be "NOTHING for LESS" as I paid my money on December 31st, 2018 and 10 days later have "NOTHING" in the way of cellular phone service.  I do have a nice new message when someone dials my phone number (ported from TELUS) that says "This number is not in service". It's quite a shock to hear this new voice rather than my own recorded message that I've had on this phone number for twenty years. A few friends were concerned that maybe I had died which, at my age of 71, is a possibility. And, God forbid, if I have a heart attack and need to call for an ambulance I'll be **bleep** out of luck because this phone is my only means of communication with the outside world. I guess I've just got to be patient unless I die first. Thanks again @will13am for giving me an opportunity to present my story.

Re: Moderator team response time


@phonemancan wrote:

 And, God forbid, if I have a heart attack and need to call for an ambulance I'll be **bleep** out of luck


It's really bad that you've been waiting so long to get your service fixed.

 

However, you should be aware that you do not need your service to be working to call an ambulance.  Calls to 911 will go through even if you don't have a working sim card, or even no sim card in the phone.

 

 

Highlighted
Model Citizen / Citoyen Modèle

Re: Moderator team response time


@computergeek541 wrote:

@phonemancan wrote:

 And, God forbid, if I have a heart attack and need to call for an ambulance I'll be **bleep** out of luck


It's really bad that you've been waiting so long to get your service fixed.

 

However, you should be aware that you do not need your service to be working to call an ambulance.  Calls to 911 will go through even if you don't have a working sim card, or even no sim card in the phone.

 

 


@computergeek541Thank god for "emergency calls only'