Useless customer service

[Carina33]

I was previously on PM’s 4G plan and when I switched to the 5G plan, an app that I use for work to route calls won’t connect anymore.  I suspect it is PM service that is blocking it (using ChatGPT to trouble shoot). I have gone over all options with the IT team at work (a large hospital organization) and checked all settings on my phone and updated my phone.  The app (called Webex) will only work with WIFI now and not when I use data.  The app works fine on my colleagues phones (iPhone and android).  I reached out to PM customer service and they were no use and just kept saying they don’t help with 3rd party apps.  This is not the app’s problem. I asked for a reset of the phone service and they refuse. Help please!

[Carina33 · Accepted solution]

UPDATE:  Koodo and Telus IT called me and sorted out the issue. YES - it was on PM side that was blocking Webex because when my plan switched, it switched to to a different internet protocol.  So IT switched me back to the original internet protocol and the app works.  FYI - IT mentioned that the new internet protocol was also affecting ChatGPT (voice side). 

So problem fixed and it was a Public Mobile issue. 

[slusagm]

so , the app works on wifi?

do you have any VPN profile? or using VPN app? disable them

and reply CS agent daily and push for an update

[Carina33]

I was contacted this morning. They said they reset the line and asked me to try again.  I did and it did not work. After that, that’s when I went to the Apple Store and also swapped SIM cards  with my husband to ensure it was not my phone and to isolate the issue to my SIM.  This happened when I had an eSIM and I transferred it to a physical sim to try and rectify the issue and it still did not help. PM has escalated it again to someone else and they said it might take a few days. 

This is an important app as I work in a large hospital organization and it’s what we use to communicate with our patients.  Everyone else on my team does not have this issue. It’s a significant problem for maintaining and providing care to my patients. 

[softech]

@Carina33 

@CSA_PM  or @CS_Agent  was in contact with you, what did they suggest?

Community manager escalated your issue today, did they contact you again this morning?

and did you ask them to reprovision the sim card? next to try is to change to another sim card, you can ask them for reimbursement

[Carina33]

The agent that originally answered my question would NOT help me and kept stating that you don’t support 3rd party apps.  He was of no use and it was very frustrating. He did not attempt to help and only sent links for policies.  It wasn’t until I asked for it to be escalated that someone else tried to help.  The worst part is the lack of trying at all from the original agent.  Due to his response, this is why I had to resort to the community for help. 

[Carina33]

This did not work.  Webex still does not work with my cell service. 

I have visited the Apple Store to ensure it is not my phone settings. 

I have swapped SIM cards with my husband - who is also using public mobile.  With his SIM card in my phone, the Webex app works on my phone.  With my sim card in HIS phone, Webex does NOT work.  

This leads me to conclude it is my Public Mobile service which is the problem - as I said before, this occurred right after my plan switched from 4G to 5G plan.  It is not my phone and not the app. It is the service for my number/plan. 

[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.

[Carina33]

Thanks. I will try that.  After troubleshooting for hours, the only answer that keeps coming up is that Public Mobile needs to rebuild my line.  An error occurred during a switch from 4g to 5G and only Public Mobile can fix that on the back end. 

[hairbag1]

@Carina33 

I would message Customer Support and request that your concern be escalated to a senior advisor in Tech Support. 

[Carina33]

I switched to a physical Sim. It didn’t fix the issue either 😞

[Carina33]

I have a new physical SIM card.  Am I able to use that somehow and keep my number?  I have been with PM for a couple years. 

[slusagm]

I have no issue of using any of the app using PM data

One thing you can do and can resolve the problem is to buy a new eSIM.  That would basically re-provision the account.  Rebuy eSIM is free as long as your current eSIM was bought more than 15 days  ago

[Carina33]

I have deleted and reinstalled the app and logged in/out multiple times. I updated my phone software yesterday as well. I have an eSIM and cannot try it on someone else’s phone. But I am able to log in with my credentials for this app on other peoples phone and it works on their phone.  The only change that happened was the switch in plan from 4G to 5G and that’s when the problem occurred.  I hadn’t changed any settings on my phone. 

I also reset the network settings on my phone a couple times. Turned phone on/off and reinstalled app etc….to no avail.  I followed a whole list of things that ChatGPT suggested to fix this issue. The last resort was that it was the network blocking the app and that it needed a reset from the network side. 

[slusagm]

@Carina33 did you try uninstall and reinstall the app?

Did you try Reset Network Settings on the phone ?

Did you try your sim card in another phone and test those app to confirm it is a device or service issue?