Public Mobile provides terrible support services

[WendyAnhorn]

Can’t get resolution. Have spent hours and days on this. Multiple service tickets. My son, needing to have a working phone with data, may not have one for his college orientation day tomorrow.

Do not go with Public Mobile if you expect any kind of timely service support.

[SML90]

I set things up quite quickly with Public Mobile. There were a few hiccups along the way with my old service provider - sort of explains why I switched - but with PM it was 10-15 minutes to get a response. Maybe it depends on who you're connected to, how clear you are in explaining the problem, and how complicated it is to resolve it on their end. I may be missing the full post where you described the problem?

[golfball]

Tickets aren't always responded to on the same day. You can't have two accounts on the same email, so you have the option of creating a different one if you need service right now and then deal with possibly pursuing a refund later.

[hairbag1]

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@WendyAnhorn wrote:

No, it’s not to do with any of that, but rather sorting out other issues with accessing his subscription. Both of our plans ended up on my email. Only the CSA can help, but has stopped responding, seems to have dropped the ticket.

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You each must have a different email address....that's likely the cause of your vexation. Do you use gmail ? Using gmail, you can use alias like @Yummy explained. 

If still having issues, message Customer Support and request to have your on-going issue escalated to a senior rep. 

You've also learned that if you have problems with your PM service, best is to start finding answers here in the Community Forum. We can usually give you suggestions or at least...point you in the right direction. Once your issue is squared away, I know you'll enjoy the Public Mobile service.

[Yummy]

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@WendyAnhorn wrote:

Both of our plans ended up on my email.

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You cannot have two account with the same email. The only way to have it in such way is if you use alias email (if your email provider support that: abcdef@mail.com and abc.def@mail.com) which is different from PM point of view but any email from PM will end up in the same mailbox.

You should voice your issues here before going to agent as very knowledgeable Community members help faster than agents.

Again, as somebody mentioned, I never had major issues with PM and agents replied in a timely manner and resolved or provider sound explanation to my questions.

[Chalupa_Batman]

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@WendyAnhorn wrote:

I submitted a ticket at 2:08 pm today, had an initial response from Customer Support Agent in about 20 minutes. I responded to their questions and they have no responded further. Obviously, there has been no resolution on the issue. 
I submitted a new ticket at 3:37 pm, and there has been no response at all yet.

We need to have this resolved ASAP as my son needs a working phone tomorrow to attend his college orientation. It’s so frustrating.

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Honestly @WendyAnhorn I am confident you won't have this resolved by this evening if nobody is responding to your tickets so your son has a phone plan and data by tomorrow while he's at school. It might be better to go to Staples now and talk to the cellphone peeps and see what he can get right away so he's up and running before tomorrow. Then deal with PM afterwards. 

[WendyAnhorn]

No, it’s not to do with any of that, but rather sorting out other issues with accessing his subscription. Both of our plans ended up on my email. Only the CSA can help, but has stopped responding, seems to have dropped the ticket.

[slusagm]

We are just customers here.

Message PM again for update 

[WendyAnhorn]

I submitted a ticket at 2:08 pm today, had an initial response from Customer Support Agent in about 20 minutes. I responded to their questions and they have no responded further. Obviously, there has been no resolution on the issue. 
I submitted a new ticket at 3:37 pm, and there has been no response at all yet.

We need to have this resolved ASAP as my son needs a working phone tomorrow to attend his college orientation. It’s so frustrating.

[Chalupa_Batman]

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@WendyAnhorn wrote:

Can’t get resolution. Have spent hours and days on this. Multiple service tickets. My son, needing to have a working phone with data, may not have one for his college orientation day tomorrow.

Do not go with Public Mobile if you expect any kind of timely service support.

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Honestly @WendyAnhorn I myself had zero problems setting up my phone. I've also set up at least 2 dozen others with no problems either.

Maybe you could share your issues you're having with the community. Maybe someone here can help?

[slusagm]

Many have a good working service with PM.  Please continue to work with PM on a solution 

[hairbag1]

@WendyAnhorn

ok so let us know where it all goes rong. He must download the app, buy an esim, then activate. He can transfer ild number to new account if he wants to.