Not receiving responses from members of a group text

[barcal]

All of a sudden there is something screwy going on with one of my group texts, it was working fine less than a week ago.   I can send a text and the group members receive it but I am not receiving any of there responses even though the other members are.  There are only two other members than myself in the group, one iphone and one android.  

[canadave]

Thanks very much, and I'm glad to have that option. However, it's not a good thing that this "hidden direct link to CS_agent chat" workaround is the only option that works to open a ticket on something outside the AI's allowed choices. Really needs to be improved. We shouldn't have to go in circles or rely on that kind of unpublicized workaround to get help 😞

[Dunkman]

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@canadave wrote:

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@hTideGnow wrote:

 submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         

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None of that works. If I click that link, it opens a chat and asks if I'm a subscriber. When I click "Yes, I'm a subscriber", it asks me to sign in. When I sign in, it gives me two choices: "I'm having trouble" and "Manage my account". If I click "I'm having trouble", it gives me a bunch of prearranged choices, none of which precisely matches the issue I want to open a ticket about, and there's no "Other" option to type in something else. That whole system is not working properly to let people simply and easily open a ticket.

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@canadave 

If you can't submit ticket via chat bot, then you can directly private message CS_agent

Send a private message to CSA through the following link :

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

It may take a bit longer to respond since CSA agent needs to verify account ownership.  Also, response times on weekends seems slower unfortunately. 

[canadave]

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@hTideGnow wrote:

 submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         

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None of that works. If I click that link, it opens a chat and asks if I'm a subscriber. When I click "Yes, I'm a subscriber", it asks me to sign in. When I sign in, it gives me two choices: "I'm having trouble" and "Manage my account". If I click "I'm having trouble", it gives me a bunch of prearranged choices, none of which precisely matches the issue I want to open a ticket about, and there's no "Other" option to type in something else. That whole system is not working properly to let people simply and easily open a ticket.

[hTideGnow]

hi @canadave 

PM agents are aware that this is an issue aware many RCS users.  But if you like to open a ticket still, here are the steps

 submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          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            

[canadave]

The chatbot is absolute garbage. I tried to use it, and it took me in an infinite loop a number of times without taking me to the Submit a Ticket form. Basically if you tell the AI anything other than the prearranged choices it gives you, it says "I don't know what to do with that". If you use the prearranged choices, then there's no place to appropriately describe the RCS issue, and it just tells you some pre-canned information that's not helpful, no matter what choice you choose.

[computergeek541]

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@Winnipeggggger wrote:

Everyone should make sure they are sending a message to “CS_agent” support from the messages screen.  that way, Public Mobile customer service is at least aware that more and more people are having the issue. 

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The above isn't the correct way to open a ticket.  Whenever possible, customers wishing to open a ticket must use the chatbot to do that.

[Winnipeggggger]

Everyone should make sure they are sending a message to “CS_agent” support from the messages screen.  that way, Public Mobile customer service is at least aware that more and more people are having the issue.

 

 

 

[canadave]

Thanks for confirming. When did the PM CS agent say that? Just wondering if it's been a couple hours, a couple days, etc...

[Winnipeggggger]

Known issue from public mobile.  

 

[canadave]

This is the answer. It's an RCS messaging issue. I'm experiencing the same thing.

[Dunkman]

@barcal 

Which phone model are you using?  Some issues with RCS messaging these days which may be affecting your group chat. 

[Blimpy]

Hello @barcal, 

Sending and not receiving group messages can be a settings issue. Ensure MMS and group messaging are enabled in you phones settings, if they are try turning them off and on and restarting your phone. If this doesn't work then I suggest checking if your APN matches public mobiles, A quick goggle search on how to check your APN can provide the steps on this. If the issue persists I would contact PM's chat bot or submit a ticket to contact a customer help agent.