Add voucher through IVR

[Patrine]

Hello I am assisting an elderly person to add a voucher as he’s not tech savvy to use the app and it keeps saying it can’t be added and should seek help here. 

[Patrine]

The customer account is not suspended as he has until December 1st but he usually add the voucher before just in case he forgets. 

[Patrine]

It has not reached 24 hours as yet so I told him to wait. However he got concern as he always use the dial method to add vouchers previously and was always successful. 

[computergeek541]

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@Handy1 wrote:

@Patrine  Shoppers drug mart /7-11 shell gas station are a few places that work instantly real time vouchers so depending what regular store he may need to wait 24 hours and then try again unfortunately 

pic of vendors

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I realize that a real time voucher would get the service working immediately if the service was suspended, but in this case the customer already has a voucher.

[computergeek541]

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@BKNS27 wrote:

@Patrine 

Simply dial 611 on their phone and enter the voucher number and pin.

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@BKNS27 @hTideGnow 

Please see the first post of this thread.  The customer had already indicated that was done and attempted through the voice menus.

[Patrine]

Thank you, I told him to wait until tomorrow and try again. 

[Patrine]

This did not work either as its telling me to visit the community for more help. 

[hTideGnow]

hi @Patrine 

if he bought the voucher for over 24 hours, ask PM support to confirm the voucher

[Handy1]

@Patrine  Shoppers drug mart /7-11 shell gas station are a few places that work instantly real time vouchers so depending what regular store he may need to wait 24 hours and then try again unfortunately 

pic of vendors

[Patrine]

He purchased it at the regular store he would normally go to and normally would dial *611 and then add the voucher which he was always successful until now

[Handy1]

@Patrine  Some vouchers take 24 hour after purchased to be used , but some right away where did you get vouchers from ? And it’s easier to load the funds *611 from the cell phone and resume services right away 

[hTideGnow]

HI @Patrine 

where and when you got the voucher? some vouchers have a 24 hours wait time.  If possible, wait 24 hours before loading it

or you can ask PM support for help, message them:

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

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[BKNS27]

@Patrine 

Try dialing 1-855-4PUBLIC on another phone.

[Patrine]

I did that serval times and its not going through. 

[hTideGnow]

hi @Patrine 

you can call *611 from the PM cell phone or call 1-855-4PUBLIC from another phone to load the voucher to the account

[BKNS27]

@Patrine 

Simply dial 611 on their phone and enter the voucher number and pin.

[computergeek541]

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@Patrine wrote:

Hello I am assisting an elderly person to add a voucher as he’s not tech savvy to use the app and it keeps saying it can’t be added and should seek help here. 

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Sometimes, there is a delay before a voucher code becomes valid.  Please wait a few hours and try again. Additionally, you can try using the self serve website or the Public Mobile app to try adding the voucher to the Public Mobile account.