No response in 1 Week + 1 Day

[clogan2]

I don't mean to be "that person", but I sent a PM to the moderators a week ago, and it hasn't been answered yet. Did my message go into a black hole, or is there THAT big of a backlog?

[garyv]

Same as me. I sent an email to 2 moderators last Thursday (Nov 10th), but still haven't get any reponses yet.

[Shazia_K]

Hey @clogan2, 

I did receive a private message from you, please rest assured that I will take care of it tomorrow because right now we are having an issue with porting the phone number from Koodo prepaid, the procedure for this one is a bit different than others. 

Thank you for understanding. 

Shazia

[clogan2]

Thanks @Shazia_K! 

I resent my private message

[toxbridge]

I experience the exact same thing as you. Hopefully our problem will get dealt with soon... 

[Boomer2]

I cleared the cookies and cache and tried posting on my original account, but it still is not showing up.

Anyways, I updated this account's email to the same email for the PM plan.

If this post comes up, then my forum account is working.

[octobon]

I still have service on my old account, so not the end of the world 😉 if it was a port issue, would be much worse!

[daredogg]

Sounds good @octobon you're very gracious to realize they'll get to you when they can.

[octobon]

@daredogg went thru all the activation steps, got two line error at final page above all the confirmation. Got email confirming everything was set up, and CC charged, but can't log into account, can't get password as email not recognised and no service.

PMed mod Friday, just waiting. I know they are swamped! Hopefully when resolved, day one of service won't be Friday. And porting will go smooth!

[daredogg]

@tiktok0915 it seems if you still have service, your request is lower priority. I'm sure the moderators will get to your request eventually, but I know now they've had to focus primarily on failed activation and porting issues recently. Sending a follow-up private message probably wouldn't hurt, but you could try the email route, or maybe even through Twitter.

[daredogg]

@octobon what's your situation? Since this is the first post you've made, did you attempt customer support through email? It appears the best course of action is to private message one of the moderators and then follow up with tagging them for a status report.

To those wanting to private message a moderator...

To know which moderators are on, go to the Users Online page and then hover your mouse over one of the people with beside their name. Click the orange Send Message link and provide your phone number and PIN, or at least your account number and name with details of your situation. I think Saray_O and Shazia_K are working today.

Good luck! 

[daredogg]

@Boomer2 if that happens again, clear out your cookies and cache for publicmobile.ca. I had the same thing happen to me, and that's how I resolved it. Your email address here and your email address on your account should be the same so that community rewards can properly be posted to your account. You'd have to be in the top 50% of activity for the month to get $1 off your service. If you don't see yourself falling into that category, then having different emails won't matter.

I really hope they get to your emails. I know the moderators aren't going to like me for this, but I've been telling people to be the "squeaky wheel" in order to get help. The message queue people have been talking about, I don't know that it really exists.

[octobon]

Same boat as you mini31... Lucky I didn't try to port my number right away. I assume we will not be charged for the service we paid for but never received...

[Boomer2]

What's even stranger is that I was trying to post to the PM community forums, but all my posts are not showing up.

I had to create another account, and now the messages are being posted.

[mini31]

I am in a similar situation as well. Had the failed activation a few days ago, but payment and everything was processed. An e-mail arrived also stating everything has gone through, but not service is provided. I have sent a PM to the mods already and hopefully it's resolved soon.

@Shazia_K

[Boomer2]

HI

I am in the same situation as well.   Totally no access to anything from PM (self serve/voice/data/text) since Nov 9.   Would you fix my account too. I have sent you message.

Thanks

[Rockdaddy22]

If you have service I wouldn't worry to much right now.

[tiktok0915]

Same with me. I sent it 9 days ago but plan not been changed.

[Ashrafun]

@Shazia_K Would you please please please fix my account too. I have sent you message and got no response.

Thanks

[zhaddad]

I am puushing a week also. I recieved a response asking for my information but the port has yet to be completed. Hopefully  @Shazia_K can get to it today.

I refuse to belive this is how PM is. Im certain this is all a backlog from the promotion

[btse]

@Shazia_K I'm on the same boat. Provided my info through "contact us" last week, but still no response. Your assistance would be greatly appreciated since I haven't been able to call/text for the past week

[Shazia_K]

Good morning @cambodia87 @clogan2

I'm really sorry to hear about this,

Please rest assured that we didn't want you to feel this way, can you please send me a short detailed message with your Public Mobile phone #?

Thanks,

Shazia 

[cambodia87]

I am in the same boat and it's getting very frustrating. Instead of turning people towards public mobile, I end up turning them away due to lack of support. I had an error file not found issue while registering last week and still have no service! Of course my payment went through so you are taking my money no problem. I emailed support and finally received an email with very generic information asking me to check the boards for support. There is no support! @Shazia_K please help us who have been waiting patiently for some time now.

[Rockdaddy22]

@Shazia_K maybe a mod could take a look at these cases when they get in. It's definitely unacceptable.

[daredogg]

Using the "backlog excuse" is getting a little tired. I have been giving that reason for the last 2 weeks and I think as existing PM customers we should stop feeding it to the new customers.

Hearing that some people come on here and tag a moderator and get help immediately, when there's so many others clogan2 and prasprime who are waiting in a supposed queue... that's unacceptable! The people who have sent private messages over a week ago for help need to be given priority and have their issues dealt with immediately!

To those waiting for support... BE THE SQUEAKY WHEEL

Many are saying that patience is a lost virtue, but c'mon it's not fair for those who are patiently waiting!

In lieu of some of the recent events in the discussion forum, I wish to withdraw my comments. I was maybe a little frustrated for all of you, but being the squeaky wheel can be taken to extremes that were witnessed on Friday! Not cool!

[CaNuCk07]

@prasprime I have found all the moderators to be quite helpful, it could be that one moderator is working on a particular type of issue  and maybe you only heard form that one.

[Huntress]

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@clogan2 wrote:
I don't mean to be "that person", but I sent a PM to the moderators a week ago, and it hasn't been answered yet. Did my message go into a black hole, or is there THAT big of a backlog?

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Sorry to hear about your long wait time.  I too had this problem, but there is a promotion going on right now and the backlog is huge. 

The only thing I can suggest is to be patient and wait. Someone will get to you as soon as possible. 

[prasprime]

@clogan2 happen to me aswell. Only one moderator is helpful. The other one is just not replied at atll. Don't wish to mention her name.