Most Frustrating Experience

[tonywoodz]

I joined PM this past week and I can honestly say that it has been one of the most frustrating mobile experiences I've ever had.

- I couldn't register with chrome as it kept saying the format for alternate numbers was incorrect. When I googled, it said to use internet explorer when registering.

- After I registered and made a payment, I received an error message and told to contact support for assistance.

- I received an email that evening saying that I successfully registered but when I tried to login it kept saying my email did not exist. I tried everything that was suggested in the forums and nothing worked.

- I checked my credit card and it shows that I've been charged. However, my number has not been ported yet. In fact, I'm still using my old wireless provider.  

- I sent a message to PM over 48hrs ago and I have yet to receive a response.

What's worst is that I've seen these exact problems in posts dated two-three years ago and it looks like PM did not bother to address these problems.

Really hoping to have this resolved ASAP.

[srlawren]

@Emuamba19 sorry to hear about this.  Do note that moderator coverage is not 24/7, so your messages from last night would have been in the queue for dealing with at start of business this morning.  Please see here for more info:

How long until they reply?:

• Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
• Messages are replied to during office hours, in the order in which they are received
• Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
• There is no need to send multiple messages.

How can I view my private messages between myself and a Community Moderator?

• How to view and reply to your private messages

[Anonymous]

 @Emuamba19:

Feel better now?

I've only been here 2 months. I'm saving half what I previously paid. I can do a little hands-on for that.

If you had done a little searching and reading you would've found multiple threads saying the password reset doesn't work and that you have to contact the moderators. And so you did. Then there are multiples mentions of the hours that they keep and the expectations of a response timeframe.

They "chose" to not have call centres for a segment of the cellphone market that doesn't need or want to indirectly pay to be able to call someone at a whim.

I tell everyone I know how happy I am with the service. Sure...it's a little more hands-on than post-paid but the savings are worth it. So do we cancel each other out by you slamming them and my shining them? 🙂

Maybe this kind of cell service is just not for you. It is for all of us participating here though. I have had zero problems since I started. Other than their promotions after I first started but that got sorted and nor was it about the service.

[Emuamba19]

Believe me when I tell you this company is truly a piece of **bleep** company and I've only been with them a few weeks. It makes no sense to me as to why they would choose to have an "online" community and still be of zero help and or usefulness knowing THEY chose not to have call centre reps. I have been locked out of my account for over 8 hours, I've tried to reset my password twice and still have not received the email they're supposed to send. Further more I have sent 5 private messages to @CS_Agent from 11pm last night up until 10 minutes ago with no replies, no emails, or solutions despite EMPHASIZING with urgency in my messages that I am expecting a LIFE OR DEATH call at 12pm EST today and I would just like to pay my bill or at the very least be given the option to change my payment method...yet not a reply. Worse customer service and company in the history of cellphone providers. I will be sure to boycott them and see their demise and advise everyone I possibly know to never even consider wasting time with this company and their absolutely **bleep**ty online community/customer service and their useless and non responsive @CS_Agent

[F5]

Same thing also happened to me Saturday morning. I eventually got it sorted out Sunday night, but this clearly seems to be a reoccurring problem with Public Mobile's system. Hopefully they take note and fix it. It definitely doesn't give a good first impression for new customers.

[kwandar2]

I agree and am suffering the same frustration.  Why does it need to be like this?

I've spent days trying to get account fixed (due to account limitations), fixing the plan subsequently (likely due to same issue), and now don't have service 😞  

Still waiting for service - good news is I have the plan and they gave me a credit of $120 for an unknown reason.  I've sent mail, I'm sure it will be fixed, but ...... why is it like this?

[lammer03]

@daviddphillips Hi just be patient, I am not sure how mine worked but maybe the mod saw my message and fixed it without sending me a private message saying they "fully completed the port" but mine just sunddeny in the middle of the afternoon got data/text first and then few more hours later working phone call incoming/outgoing. Sometimes you may not need a reply from the MOD to get the phone working, they are maybe too busy to reply something short by saying something like "done, fully ported" so they skip that part, some insights on how I realized my phone has been completed was singal hanging at the lowest bar even though I am 100% clear that I have signal in my room, since it was so weird that my bar was stuck at 1 bar, I restarted my Iphone and then the singal came back to 3-4 bars, tried using data/text/calls and bam! it worked.

P.S so my point is just to make sure you pay attention to your phone every few hours check on it maybe someone from the other end has fixed it already, so play around, use "airplane mode" and turn it on and off so that your "resetting" the signal and then try to turn on data see if it works. 

[Luddite]

@daviddphillips That private message is the best you can do for now. You may wish to turn on email notification of private messages to receive the earliets notification of their response. 

[daviddphillips]

I am having the same issue... I've private messaged the MODs yesterday but no answer yet. I'm leaving on vacation Tuesday, so I need to get it ported soon!

[mimmo]

@arashpouralborz its usually best to start your own thread. You need to private message a mod with all you details. They will look into it in the am.

[arashpouralborz]

exact same thing happned to me on friday night, still no answer

[tonywoodz]

All is good now. Thanks Everybody.

[will13am]

---

@Shazia_K wrote:

Hello @tonywoodz, 

I'm truly sorry to hear about this, 

I will be glad to help you out! Unfortunately, the only message that we received from you is from 1 hour ago, there is a full description of the issue but no phone number no account number no sim card number. It would be a bit hard to work on your account without this information 😉 

Can you please quickly send it to me? 

Also, if you have sent us an email then it's possible that there is a short delay in responding back to you, so you are now at the right place to get help! 🙂 

Cheers to @imm1304 @ShawnC13 🙂 

Shazia

---

Lol, @Shazia_K, you are so amazing that some customers think you are clairvoyant.  Go ahead, you get 3 guess at the account number. 

[Shazia_K · Accepted solution]

Hello @tonywoodz, 

I'm truly sorry to hear about this, 

I will be glad to help you out! Unfortunately, the only message that we received from you is from 1 hour ago, there is a full description of the issue but no phone number no account number no sim card number. It would be a bit hard to work on your account without this information 😉 

Can you please quickly send it to me? 

Also, if you have sent us an email then it's possible that there is a short delay in responding back to you, so you are now at the right place to get help! 🙂 

Cheers to @imm1304 @ShawnC13 🙂 

Shazia

[imm1304]

@tonywoodz, have you sent a private message to one of the mods or sent a webmail?  

I will request our awesome mod @Shazia_K to please take a look here.  Thanks.  

EDIT:  mistakenly ended up repeating what @ShawnC13 said.  Was stuck on this page waiting to post for a little too long 😄

[ShawnC13]

@tonywoodz,sorry to hear your issues.  I will take the AMAZING @Shazia_K, and I am positive that she will get you up and running this weekend.

[lammer03]

I am with you currently too, I understand your fustration, I even went as far as making the plan selection mistake (my fault on that one, which has dragged on for over 15 hours now before a fixed came, but thats okay everyone is probably on the same boat as me) and also I still can't use any data, text anyone or receive calls for the last 15 hours altough plan selection is fixed now. But be patient I know your pain is worse becasue you waited 2 days and 2 days without your cell phone is dreaded but be patient your time will come. I recommend you message @Shazia_K as she replied back to me today when I messaged her last night around 6-7pm so try to private message her. When you click on their profile look above the "send private message button" and look when they were active if it says last active tuesday dont bother they are probably on vacation or on a break and wont reply back to you, if they say last active yesterday or thursday maybe try those mods since they are the ones more likely to be active today

[zhadj030]

Send a private message to any moderator listed here:
http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Modera...
Include your PM SIM card number and phone number.

The email function to contact PM seems to be useless, sending a direct private mail to moderators is the quickest most effecient way to get your problems fixed. 

@CS_Agent