What is with the support system? Is there a better way to get help?

[danlea99]

I have been trying to contact someone for over an hour and a half.  I have issued a ticket, Jorge has sent me a message but then has not answered me.  Does this kind of thing happen a lot?  I am very frustrated as this is not the first issue I have had and I just signed up a week ago.  

[darlicious]

@danlea99 

Thank you for the update. As I suspected and similar to the major issue the other customer had with certain features not properly set up "checking the boxes" of your account set up. That's very helpful!  The beauty of shared information....while it was a complete headache for you it at least was resolved much quicker for you than them. The next time it occurs to a customer hopefully we can cut the time for a resolution down even further.

I would ask for a month's credit.....thats my take on it. If you are unhappy with what has been offered ask the CSA to get the escalations department to contact you as they were lucky that they got considerable help from community members to get the both the technical issue and your lack of customer support issue resolved.

Orthopaedic surgeon? I have one of those....if you have patient questions I can probably impart some  observations and share my experience with a few surgeries....private message me if you like.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[softech]

@danlea99   glad it is finally resolved.

Yes, activation could be a rough ride.  But once it is activated, it likely won't have much issue after.  So, no worry, enjoy the new service.  

And if any issue, come back to the Community and we will all try to help/

[danlea99]

Good evening!  The tech just said somethings were not checked off properly in the background.  It sounded like a very easy fix, sure caused a lot of issues.  I now have my proper number.  I had to call and get tech support the very first day as my SIM card did not work.  This wasn't just one day of lost service and aggravation.  I have had to contact all my friends as some had received texts on the random number and had no idea what was going on.  Public Mobile has offered me $10.  After all what I have been through, it was a slap in the face.  I'm sure that I'm not done dealing with all the fall out of this mess.  The best news is, I contacted my Doctor's office and it doesn't sound like I missed the Orthopedic Surgeon's call. Phewf!  

[darlicious]

@danlea99 

I am very happy for you! Both for your service and the Oilers! Did they tell you what your exact issue was and how they fixed it? It helps us help others when customers share what fixed their issue?

Thx!

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[danlea99]

I got my call and they were wonderful!  My phone is working and most importantly, with the proper number.  Thanks so much for your help through this trying situation.  

Fantastic Game last night!!  

[darlicious]

@danlea99 

This is very uncommon and I am sure they will properly compensate you....obviously getting your service working is paramount. So get voip phone # and send a message saying when they can call you ie. 8am mtn to noon mtn for example and the voip #. 

I messaged the other member for a little more info and I will send you a private message when I hear from them.  Now enjoy the game......Go Oilers! 

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[danlea99]

Thanks for your help, you have given me more than anyone at customer service.  I am Mountain standard time so I really don't want that early morning call.  I was concerned that if they didn't contact me by phone it my be on the computer, I can't devote another whole day on here.  I will definitely be insisting on compensation.  I have never experienced this before with any company.

[darlicious]

@danlea99 

You have WiFi? Download fongo or textnow and pick a Canadian phone number. Then send a follow up message with that number for them to call you on so as long you are connected to WiFi you are reachable at least. Customer Support opens at 6 am eastern but to hazard a guess you may get a call at 8am eastern?

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[darlicious]

@danlea99 

Well it's not common for a tech to call and it may even end up being a telus tech. Oana should have been a little more specific. It would not be tonight....what time zone are you in? That may make a difference of when you can expect a call. I can reach out to the other customer and ask what timeline they experienced which was fairly quick once we more or less figured out the problem and the right CSA took on fixing the issue. So in the morning but if they know how to fix it they dont really need you til the work is done.

The original number chosen may have started the problem but don't be concerned with the current phone number. Once they rebuild your account services you can do a number change in your account. Or tonight you can even peruse the phone number selections (refresh your choices by changing rate centres) and record the phone numbers you like and see if it's still available in the morning for the CSA to assign to your account.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[danlea99]

That is what I have been saying, my number is not working.  I now have a whole different number and that number is not on my account.  It is not the number I want.  I don't know where it come from.  it doesn't even have the same area code.  How will the tech contact me?  I can't miss this help, I really need my phone.  Maybe if they would have issued the ticket at 12:30 when I started this, it could have been resolved tonight.  Do I have to sit on my computer all day again tomorrow waiting for the the Tech?

[softech]

@danlea99   

(Please remove your number, this is an open forum, you don't want the number posted here)

So, if you call our number from another line, it is still not working, I guess?

It is a bit late now and they might not be able to sort it out tonight.  

[danlea99]

I'm still trying to get somewhere.  No one is answering again.  I tried using my SMS messaging to verify my account and it says the number doesn't exist.  The customer service people finally told me the number I picked is on the account.  Now I am worried, how do the tech people contact me?  Do I have to sit at my computer all day again tomorrow and the next few days.  I have asked customer service but no answer.  

[darlicious]

@danlea99 

Ok awesome....you're in good hands now. But do realize private messaging is not live chat. But you are being a very attentive customer which normally achieves timely responses but "timely" will mean every 5  to 10 minutes once the CSA realizes you are devoting your time to responding.

Some customers will take a day to reply or if they are at work or otherwise occupied the support may take a period of 4 to 8 hours as the customer is able to check, read and reply to a message once an hour so a CSA may be handling 10+ tickets all with different response times.

In regards to possibly getting a call from tech I will send you a private message with a technical fix that may or may not apply to your situation. If it does it will make sense to the tech and possibly Oana if it doesn't apply they will diismiss it. You can straight up copy and paste it into your reply to customer support. Hopefully it helps.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[danlea99]

I reply with in 5 minutes or less then silence.  I have been speaking with Oana.  She is the one that has told me she is issuing a ticket for tech who "may call me".

[danlea99]

They all seem to be working.  I don't really want to change my number if I don't have to.  I have given it out to several offices as I am starting Physio and seeing a specialist etc.  I understand if that's what I HAVE to do but would rather not.  When my number is called it says it is out of service.

[danlea99]

I have to say, no one has even suggested that I try that.  They haven't given 5 minutes of their time.  

[darlicious]

@danlea99 

Now that you see the "new" phone # have you tested the services again? In/out ? Calls? SMS? MMS? Data? Are they all working now?

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[danlea99]

I have the $35/month plan.  Someone should have contacted me if that's the case.  This has been a nightmare.  I have never experienced such a bad experience with customer service.  I used to be in the service industry and it sure isn't the same.  No one seems to be too helpful, I thought that is what they were there for.

[danlea99]

I have been at this for 7 hours now!  Yes, I can log on fine.  I get a response from the ticket issued, usually Jorge_M.  I answer his question and tell him my issue and then nothing.

[darlicious]

@danlea99 

It's possible the number you chose was a number already in use that was available for you to choose by mistake. Then you were reassigned a phone number on your account but no one told you? If you don't like the number assigned you can change it at least 2 more times in a 30 day period (4 times altogether) but ensure all of your services are indeed working before you do so.

What plan do you have?

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[danlea99]

They didn't tell me anything.  I see now that the number is not the number I picked.  No wonder no one can call me!  I have given out the number I picked to my Orthopedic Specialist to call and numerous others.  I hope I haven't missed important calls I have been waiting for.  How do I fix this problem with my tickets?  I need to speak to someone about this.  Thanks

[darlicious]

@danlea99 

Oana? Give them at least 15 min to reply and report back. I will relay if needed.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[danlea99]

I got another message from another agent but no reply.  The tickets get issued, they answer and then silence.

[darlicious]

@danlea99 

I just received a reply to my message to customer support. While I am not pleased with part of the reply about customer support wait times I did ask that they check on your support ticket. If you don't get a reply in the next half hour ( should be 5 minutes really) then post again or contact me via private message.

Edit:

Update....you don't have my weird community account glitch. The CSA is going to check what's up with your CSA in regards to your ticket. Report back if you still have an issue...ticket wise or your account issue wise.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[darlicious]

@danlea99 

Sorry I just read back thru the thread to see that you cannot get incoming calls as it says your phone number is out of service but the CSA previously restored your incoming text messages. Did the CSA tell you if they did that by reprovisioning your sim card?

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[softech]

---

@danlea99 wrote:

I can call out.  I can Text and data works.  No number displayed in my account, I checked all that.  I got a new SIM card, activated it.  Picked my number and set up my whole account with PIN # and everything.

---

@danlea99   so you are new to PM and just activated today ?   And pretty much just not receiving incoming calls?  How about Mobile data?

did you try put your SIM in another phone?  Even if you don't have a 2nd phone around, try to reseat the SIM (power down , take sim out for a minute and put it back in and power up)

Also, you might want to try changing the preferred network to 3G ONLY 

[darlicious]

@danlea99 

Can people call you? You receive both SMS and MMS texts? Where are you located? Have you tried your sim card in another phone?

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[danlea99]

I can call out.  I can Text and data works.  No number displayed in my account, I checked all that.  I got a new SIM card, activated it.  Picked my number and set up my whole account with PIN # and everything.

[darlicious]

@danlea99 

Though rare it's possible that customer support can't see your replies....its a reoccurring problem I have with my community account. If you don't realize this can be an issue then you just think you are crazy or customer support sucks. I have a secondary community account for my other pm account and when I couldn't get a reply after 24 hours I would contact customer support thru it and bam 10 or 15 minutes later I would get a reply. I have sent a private message on your behalf  to see if we can get you a reply from a CSA that  you can reply and they see.....lets hope my community account is working as it should?🤔

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[danlea99]

Microsoft Edge.  I have issued many tickets.  I get questions from an agent and I answer very quickly, then no response.  I have used this system before and got help.  Well, I thought I got help but things are still not right.