Post Test

[walleyewill]

Will this post disappear too?

Edit:

See last post for sim swap solution.

[galenthurber]

I have been using direct private message, replying, no html

[hTideGnow]

hi @galenthurber , they won't block you.  what error you got? use the following direct message link (don't copy and paste content as there could be HTML underneath and got into the issue)
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[galenthurber]

Pm continues to block me from replying to cs-agent messages still working to resolve with CCTS

[galenthurber]

My posts have been for weeks

[walleyewill]

Just thought I would update this thread. Thanks to Dunkman for escalating as 2 agents responded to my mailbox. One to the original message thread and one to the new private message I sent yesterday. The latter I thanked and told them to close the request.

The former had obviously read the previous messages between myself and the agent and simply asked for the new sim card #. It was swapped within 10 minutes and I have my phone services back. I am very pleased and will reply with positive survey responses for this agent.

Note: The presumed escalated agent that sent a reply before handing it over to this agent mentioned that customer support was closed yesterday (Sunday) which is why I had no response until today.

Getting my sim card swapped was the true reason for my thread which Dunkman helped resolve but they also answered where my posts needing a sim swap were going >>unmoderated items<< so that's why I'm choosing Dunkman's solution.

Thanks again everyone for your help.

[walleyewill]

Thank you everyone. I have replied to the agent in my private messages. Hopefully all will be resolved soon.

[CSA_PM]

Thank you for bringing this to our attention! The customer was already in a private conversation with one of our agents when the post was escalated. The agent will continue assisting them directly.

[walleyewill]

Thank you for your efforts on my behalf.

[Dunkman]

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@walleyewill wrote:

This is unbelievably ridiculous that there is no response from customer support today.

---

It does seem that response times are slower on weekends.  Hopefully, you will get a response by tomorrow morning.  I have tried to escalate to CSA_PM who should start working Monday at 8 PM ET. 

[walleyewill]

This is unbelievably ridiculous that there is no response from customer support today.

[walleyewill]

No. Activation was 3 years ago online before the app.

[Dunkman]

@walleyewill 

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@walleyewill wrote:

Thanks. I have answered every question. Email and address were updated from the original activation. But i correctly answered: last payment amount, type, date, plan, credit card on file, account #, acct PIN#, email, phone # and activation date (contested). Sim card# and referral code used at activation, plan+promotions at activation.....seriously what fraudster would have all of that info?

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Looks like that you provided up the right information (except for contested activation date). Maybe the next CSA will be more "reasonable".  CSA response times are slower on weekends due to likely staffing issues.  

By chance, when you first activated your account, did you purchase your physical SIM card and plan at the same time.  Then you had to wait for physical SiM card to be mailed before you completed activation?  Maybe the activation date might be different in the above situation.  Date of purchase of SIM card/initial activation and afterwards when you finished the activation.  

[walleyewill]

Thanks. I have answered every question. Email and address were updated from the original activation. But i correctly answered: last payment amount, type, date, plan, credit card on file, account #, acct PIN#, email, phone # and activation date (contested). Sim card# and referral code used at activation, plan+promotions at activation.....seriously what fraudster would have all of that info?

[Dunkman]

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@hTideGnow wrote:

hi @walleyewill 

sometimes we see @CSA_PM answers here.  Let's hope they see this post.  Or @Dunkman , can you help to escalate?

---

@hTideGnow 

I will escalate, but this specific agent works Monday to friday.  So they might respond tomorrow, but since OP is already in contact with CS_Agents, this agent may not be able to help.  

@walleyewill 

CSA need to confirm identity of ownership.  May try to provide other information about your account.  Ie. the last 4 digits of your credit card on file.  Name of account. email address associated with account. Physical address associated with account. PIN number that you choose when you activated PM account. Not ever customer knows when they activated their account.  

[hTideGnow]

hi @walleyewill 

sometimes we see @CSA_PM answers here.  Let's hope they see this post.  Or @Dunkman , can you help to escalate?

[walleyewill]

Can't escalate since they are ignoring me.

[walleyewill]

Activation date. I have photos of my activation and and a photo of the date Public Mobile says I activated my account.

[walleyewill]

I can't remember my password. Can't access email to change password.

[Dunkman]

@walleyewill 

CSA needs to confirm ownership of account. 

Do you still have access to your email address that is attached to PM account? Instead of 2FA text (since you don't have phone), you can get 2FA email code instead. 

Do you see the "didn't receive code" link?  Click on link and you should get option for 2FA email. 

[hTideGnow]

hi @walleyewill which question they think you answered wrong??

ask agent to escalate 

[walleyewill]

Phone stolen. Need sim swap. Answered all verification questions but agent claims activation date is wrong. I have photos proving date correct. Being ignored since yesterday. What to do?

[Dunkman · Accepted solution]

@walleyewill 

The website has an auto filter that will reject certain posts.

https://productioncommunity.publicmobile.ca/t5/premod/moderationitemspage/tab/rejected

Some key words or multiple website links can trigger this rejection. Also, copy and paste statements may also cause issues. 

Maybe try to retype your issue and keep it concise.  

[walleyewill]

Nope....can't repost my original question. How do i get help if I can't ask my question?