I love Public Mobile, and as a subscriber, who has an IT/ help desk background, helping others with their issues is a part of why I contribute in the community as much as I do.
I make no bones about the fact that I dislike the lack of response by the parent company Telus in failing to provide more resources (read money, staff, etc.) to deal with the obvious failure that is the current support system.
When I joined in the summer of 2016, the community forum was enough to find answers, if you had the right terms to find the solution. Moderator responses were less than 2 hours for account related issues during business hours, and that was with at most 3 moderators.
There are now more moderators, however I do not know how many, nor do I know if they are all full time, nor do I know what knowledge they all have at dealing with all the various issues. That have come about in over 30 months since I’ve been here.
Multiple days waiting for a response from the moderators is unacceptable, and Telus needs to do something to make the much better.
Oracles are terrific folks who spend more time than I here trying to assist. They should be getting more the $20 they receive each month for their commitment to assisting the users who are requesting assistance, whether account related or not.
