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When and how to contact a moderator

Triguy
Mayor / Maire

Not sure if this is the correct forum but found a useful article about moderators. 

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/The-Public-Mobile-Moderator-Team/ta-p/...

10 REPLIES 10

Alan_K
Deputy Mayor / Adjoint au Maire

@SD08 wrote:

@Triguy wrote:

Not sure if this is the correct forum but found a useful article about moderators. 

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/The-Public-Mobile-Moderator-Team/ta-p/...


@Triguy 

Yes, a good article, but at the time of this writing it contains some outdated information. Specifically, the moderator hours of operation are stated in the article as Monday to Friday 9 AM - 9 PM ET, and Saturday to Sunday 9 AM - 7:30 PM ET.

 

Since mid-March of this year, the moderator hours were changed to:
Monday to Friday from 8 AM to midnight ET
Saturday and Sunday from 8 AM to 10 PM ET
From the new Get Help pages: https://www.publicmobile.ca/en/bc/get-help/articles/moderator-hours-of-operation


@Alan_K  Could you please make what should be an easy update to the knowledge base article?  I know when I suggested in the oracle section before that the KB article be updated with the new mod hours, you had indicated you would instead be focusing on the new Get Help pages, but the fact is, the Knowledge Base is still very much visible as its own section of the forum, and consequently, members are still finding and referring to the old mod hours, which I believe are actually easier to find than the new hours, because the KB article is among the first results when "moderator hours" is entered in the community search box.

 

EDIT:  In addition to the PM Moderator Team article, the old mod hours are also stated in How to Get Help in the knowledge base.

 

Other recent examples of the old hours being quoted to members seeking help:
https://productioncommunity.publicmobile.ca/t5/Self-Serve/Porting-from-Koodo/m-p/363701/highlight/tr...

 

https://productioncommunity.publicmobile.ca/t5/Getting-Started/Moderator-response-time/m-p/368394/hi...


@SD08 Thanks for flagging, it's been taken care of. The intention here would be that the KBA will be decommissioned shortly after the new Get Help Pages, unfortunately the team hasn't gotten to this yet so I've updated the hours for the time being- hopefully that'll reduce the confusion!

SD08
Retired Oracle / Oracle Retraité

@Triguy wrote:

 

@SD08 

I think there is still useful and relevant information that both new and current subscribers may find helpful to expedite a resolution in certain circumstances to solve problems and technical issues.


@Triguy   Agreed, it is a useful article. I just think PM should update the hours since people frequently refer to it.

Triguy
Mayor / Maire

@will13am 

The purpose of my thread was to bring the information to people’s attention so they are aware of it.  There is a lot of information on the PM website that people my overlook.

 

@SD08 

I think there is still useful and relevant information that both new and current subscribers may find helpful to expedite a resolution in certain circumstances to solve problems and technical issues.

SD08
Retired Oracle / Oracle Retraité

@Triguy wrote:

Not sure if this is the correct forum but found a useful article about moderators. 

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/The-Public-Mobile-Moderator-Team/ta-p/...


@Triguy 

Yes, a good article, but at the time of this writing it contains some outdated information. Specifically, the moderator hours of operation are stated in the article as Monday to Friday 9 AM - 9 PM ET, and Saturday to Sunday 9 AM - 7:30 PM ET.

 

Since mid-March of this year, the moderator hours were changed to:
Monday to Friday from 8 AM to midnight ET
Saturday and Sunday from 8 AM to 10 PM ET
From the new Get Help pages: https://www.publicmobile.ca/en/bc/get-help/articles/moderator-hours-of-operation


@Alan_K  Could you please make what should be an easy update to the knowledge base article?  I know when I suggested in the oracle section before that the KB article be updated with the new mod hours, you had indicated you would instead be focusing on the new Get Help pages, but the fact is, the Knowledge Base is still very much visible as its own section of the forum, and consequently, members are still finding and referring to the old mod hours, which I believe are actually easier to find than the new hours, because the KB article is among the first results when "moderator hours" is entered in the community search box.

 

EDIT:  In addition to the PM Moderator Team article, the old mod hours are also stated in How to Get Help in the knowledge base.

 

Other recent examples of the old hours being quoted to members seeking help:
https://productioncommunity.publicmobile.ca/t5/Self-Serve/Porting-from-Koodo/m-p/363701/highlight/tr...

 

https://productioncommunity.publicmobile.ca/t5/Getting-Started/Moderator-response-time/m-p/368394/hi...

What is your issue right now that need moderator ?

or you just want to know ahead of the time. Smiley Happy

TheGx
Deputy Mayor / Adjoint au Maire

I think the main thing not to waste resources, is the be able to determine accuratly and quickly whether a problem can be solved on our own or with the help of others such as the Public Mobile Community, or if the problem can only be solved by Moderators - things that are network issues or problems with new activations not being activated properly because of gliches within the system have to be escalated to the Moderators to be fixed since only they can look into the network/system of Public Mobile. Things like APN setting or Phone settings or settings that anyone can ajdust on their own, or advice/questions for the curious , or troubleshooting our phones etc - don't have to be escalated.

TheOldVR
Deputy Mayor / Adjoint au Maire

 

We need to keep bumping this thread.... it would self-answer many threads!

 

 

Mjorge
Great Neighbour / Super Voisin

You can use this link Here to conntact a member of the mod team but sould be used as a last resort as to not waste time.

MandyJ
Model Citizen / Citoyen Modèle

Thanks for the link 🙂 Since I'm just new to the community, I'm always looking for clear information to make sure I'm passing along factually correct responses when answering questions. This will help greatly. 🙂

will13am
Oracle
Oracle

@Triguy , the knowledge base section is full of useful information.  Every customer should read before activation and if not then soon after activation.  

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