1 Month of no connectivity, ticket # 000000007932607

[rajanprash]

Hello everybody,

Please come together to celebrate my 1 month of paid non-connectivity with public mobile. This is a first i have expreienced in the Canadian telecom industry, Koodos Public Mobile.

I have not been able to receive calls and text since my auto-pay renewed on June 21st. Contacted Moderators over and over again and everytime i get a response saying technical team is working on my issue. 

Please dont be disappointed if you do not have service for 1-2 days, I beat you to it with no service for 30 days and issue still not fixed.

I am eagerly waiting for my 2 month anniversary of no connectivity, and after my 3rd month, i might just port over to another carrier, because hey, it feels good to have a working service when you pay for the service.

I feel like living in the stone age and this has been possible only because of public mobile.

I have missed important bank calls, job interview calls and many emergency calls all thanks to Public Mobile. 

Everytime moderators are contacted they also mention they are busy with new activations.

Is customer retention not a thing anymore?

Thank you Public Mobile, i am very sure this would have not been possible by any other telecom provider no matter how hard they tried. 

In case anyone would like to point me to a moderator who can fix this, I am attaching a picture of all the conversations i have had PATIENTLY over the last 4 weeks.

Are you sick of living in 2017, want to go back to no phones, no connectivity, no calls, no texts, no notifications, Welcome to Public Mobile, Let's make your life better.

[computergeek541]

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@shawnmiller wrote:

I remeber when the customer service at Public Mobile actually worked. I thankfully do have service, but I feel your pain on unanswered technical support tickets. I've had two different support tickets open in the last couple months. One I gave up on, one I'm still trying to get resolved. For anybody else who might be in the same boat, filing a compaint with the CRTC or the Better Business Bureau has generally produced good results for me. Ususally, these compaints get forwarded back to Public Mobile, and they seem to actually follow up with them in a resonable time period.

https://www.ccts-cprst.ca/for-consumers/complaints/

https://www.bbb.org/kitchener/business-reviews/telephone-companies/public-mobile-in-toronto-on-12203...

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Those steps can help if the carrier is being unresponsive or if there have been repeated attempts by the customer to contact the company to fix the problem.

It is important to note, however, that any company can ignore anything communications sent to them by the BBB.  BBB has zero juristictional authority anywhere, in any matters.  While that certainly wouldn't be good for a company's public image, BBB can't do a thing to the business other than to state that they were ignored.  A business's participation within or cooperation with the BBB is and always has been completely voluntary.

As for CCTS, they actually have authority to order a change or force a carrier to fix an issue.  The first step that they take is to send an e-mail off to both the customer and to the carrier advising of the complaint.  CCTS then simply requests that the carrier and the customer work things out. 

I would consider though that if you've found that BBB and CCTS complaints help because Public Mobile seems to reply to the complaints quickly, that it's quite possible that Public Mobile may do the same in some or many cases for other complaints if the customer contacts them directly.

[shawnmiller]

I remeber when the customer service at Public Mobile actually worked. I thankfully do have service, but I feel your pain on unanswered technical support tickets. I've had two different support tickets open in the last couple months. One I gave up on, one I'm still trying to get resolved. For anybody else who might be in the same boat, filing a compaint with the CRTC or the Better Business Bureau has generally produced good results for me. Ususally, these compaints get forwarded back to Public Mobile, and they seem to actually follow up with them in a resonable time period.

https://www.ccts-cprst.ca/for-consumers/complaints/

https://www.bbb.org/kitchener/business-reviews/telephone-companies/public-mobile-in-toronto-on-12203...

[rajanprash]

1 month + 1 day and i am still in the same situation i was in a month back, Let's do this team, we might set a world record for the longest serviced technical ticket in history of Canadian telecom. P.S.: I will also share credit with Public mobile for that. Together we can, Only 59 days more to the 3 month anniversary. Together we can.

[Mary_M]

Good afternoon @rajanprash,

thank you for reaching out to us and for your patience, we truly appreciate it!

I'm sorry to hear that you've had ongoing issues with your services. I understand how frustrating this type of situation can get and I do sympathize with you. Our goal is to ensure that you, as a customer, are happy with our services.

Since the ticket still does appear to be open, please allow me some time - I will escalate the situation to find a solution to this asap.

Please expect a private message shortly.

Respectfully,

Mary

[jpar]

Wow... best of luck...

[mimmo]

I'm at a loss.  hopefully @CS_Agent  can figure it out soon. I am 100% sure they will do their best to make things right.