cannot make local calls without addon

[robgelinas]

I cant phone local and no mods will answer my pms. ive been waiting 24 hrs for a response zero nothing 

[ute1978]

@GreatCanadianThere was nothing wrong with your comment. Fortunately we still enjoy the freedom of speech in Canada.

[GreatCanadian]

Lol. Thanks. Man, it gets me into trouble sometimes. While I'm venting in my head it comes out through my fingers. Then I regret sending it!!

GC

[ute1978]

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@GreatCanadian wrote:

Deleted: I perhaps should have thought before posting!! 🙂

GC

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Too late.

Everybody who was subscribed to this thread got your comment. And to be honest: I totally agree with what you wrote.

[GreatCanadian]

Deleted: I perhaps should have thought before posting!! 🙂

GC

[Luddite]

@robgelinas Some food for thought: https://productioncommunity.publicmobile.ca/t5/Getting-Started/100-SERVICE/m-p/183753#M33693

[robgelinas]

I just got home frome work and thought i would respont to some who are asking what happened. At about 2:10 literally two minutes before I had to leave for work A mod got back to me and verified my patment went thru but for some unexplained reason my account was not credited properly and I was getting a message of "buy an add on" to restoe or use my phone. Anyhow the mod corrected the error and after a reboot of my phone it was fixed in seconds( not counting the 26 hrs without service. I was frusrated to the extreme with this way of dealing with the prob as I am an old man in my late 50's and couls not figure out anything like which word to click on to respon or how to send pm etc..  I'm glad its over and have calmed down. I was not prepared to wait so long but as I can see I should have read the fine print becaus thy do say a 24-48 hour reply time. I'm used to instant and thats where my boiling point blew. Everythings fine now. I learned a lot and the employees did their jobs very well and were corteous while i was not. so I do apoligize to them. bye

[mtfolks]

Glad to hear it’s fixed!  

The moral of the story: patience! 🙃

[alanbrenan]

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@ute1978 wrote:

It is always fun to read 5 pages! of a thread without finding out what actually was wrong.

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If it doesn't reveal personal information, perhaps @robgelinas can share what the team did to fix the issue.

And it's five pages because it's an amalgamation of four/five different threads that he'd made over the course of an hour or two.

[ute1978]

It is always fun to read 5 pages! of a thread without finding out what actually was wrong.

[wetcoaster]

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@robgelinas wrote:

they did reply and you are right - they did fix me..whew now i have to go to work... i need a cigarette

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So you knew for more than an hour that the mods were working on your case?

Wow... just... wow...

[wetcoaster]

@Luddite, @NDesai, @ShawnC13, @will13am

Since this problem is solved, could one of you please merge all these threads? Thank you!

[alanbrenan]

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@robgelinas wrote:

they did reply and you are right - they did fix me..whew now i have to go to work... i need a cigarette

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Yahoo! (Now that's what I call dramatic timing!)

I'm so relieved to hear this was resolved before you went off to work. I hope you have a great day at work and don't encounter any more issues with your service going forward. Maybe you'll even come on the forums every now and again to say hello? We're all very nice people.

[robgelinas]

they did reply and you are right - they did fix me..whew now i have to go to work... i need a cigarette

[Rabbi]

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@robgelinas wrote:

Ive got 5 mins left and i go to work and will have to do this all again at this time tomorrow

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if you send all your info, go to work and don't wory, thay will fix it for you

[robgelinas]

Ive got 5 mins left and i go to work and will have to do this all again at this time tomorrow

[robgelinas]

1 hour ago a mod asked for my number then i guess he went on lunch caus e he's not talking to me

[Rabbi]

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@robgelinas wrote:

1 hour ago a mod asked for my number and thats the last i've heard of him

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don't wory thay will take care of you

[robgelinas]

1 hour ago a mod asked for my number and thats the last i've heard of him

[robgelinas]

my rates kept getting raised so that i eventually was paying more than any other company for what i was geting the only way to save money was to disgard my data of 1 g per month and as a result i lost my ability to use the call service. so don't envy me.

[wetcoaster]

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@corde wrote:

Sorry not sure how to use this system yet but I have not been able to use my phone too. Is the system down or something? 

I can't make calls. Calls come in and go straight to the voicemail. This is beginning to be a pain.

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@corde

As mentioned in reply to your other post: You need to send one message to the moderator team, make sure that you include as much information as possible.

They are working on a first come first serve basis, but will get back to you asap. Please be aware that there is a back log right now that leads to increased wait times. We recommend that you enable email notifications so that you get their message right away.

Use this link to send a private message to the @Moderator_Team, include all relevant information in your message, such as account number, phone number, PIN, problem description.

More information on contacting the mods: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moder...

[alanbrenan]

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@robgelinas wrote:

i have been with this company more than 5 years and as of 2 months i swithed plans and was told i lose my ability to call when there is a problem simply go to our message board to find your answer.  very **bleep**ty way to do business

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In a lighter tone, I want to thank you as member for having been with Public Mobile for as long as you have. I really look up to you guys and wish I had learned of Public Mobile sooner so I could have joined in your era. I would have saved close to $5000 over the past five years. I've been paying $100/mo for my phone since 2012 and only pay $50/mo now.

That aside, I can't say I agree that them attempting to phase out the call centre is a poor way to do business. They are attempting to standardize the service for everyone - the call centre is not available to anyone else but the Legacy/Pioneer members who remain. If they can eventually phase out the call centre, they are likely to save themselves enough money to hire on more moderators to make the support ticket system even more efficient than it already is.

In example

Let's assume Public Mobile pays for a campaign of ten representatives (probably less) in a cheap labour province such as New Brunswick ($11/hr minimum wage). Let's say that of those ten representatives, two are senior supervisor making $17/hr. If on everyone is on a 35 hour work week (which is probably inaccurate) PM could be paying out roughly $204,960/yr for the campaign.

They would have to have at least 270 people on the highest Legacy plans paying $63/mo to break even, and the original overhead isn't included probably a whole grocery list of costs that I wouldn't know about as I'm not involved with PM's financing. I would be hilariously surprised if my math was even remotely close to the truth.

Hopefully my math serves to help you understand a bit about Public Mobile's decision to go away from using call centres and focusing their efforts on forum support tickets.

[robgelinas]

it's only been 26 hrs for me and i feel lucky according to what i am told about how great i will feel when one day my issue is fixed. i can't wait!!

[robgelinas]

don't worry if you're lucky someone will get back to you in 1 or two days. hope you don't need your phone or anything like that

[corde]

Sorry not sure how to use this system yet but I have not been able to use my phone too. Is the system down or something? 

I can't make calls. Calls come in and go straight to the voicemail. This is beginning to be a pain.

[wetcoaster]

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@alanbrenan wrote:

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@robgelinas wrote:

I have to go to work in half hour and I cant drag a computer to work while I drive my 5 ton truck!

---

I understand my solutions are not the most convenient and not having local calling can negatively affect your ability to do your job. It's an inconvenience that I understand is hard to deal with, but I have faith that the team will make it up to you. That's all that I can offer as a community member in terms of temporary solutions or empathy.

However the take-away from my message is that your actions could be interpreted as being in violation of community guidelines and you need to take caution before making more threads or being hateful towards our Moderator Team, who does their best with what their given. When you signed up to Public Mobile it is very likely you were made aware that they have no call centres and use community forums and a support ticket system to solve issues, and as such should understand when a backlog forms or there are unexpected delays in response time. Simon reports that in peak periods, the maximum response time could be as long as 48hrs.

I'm unsure of the specific guidelines to sending PMs and if there are rules to sending multiple within a 24hr period, but I know that multiple PMs will not expedite the response time. It will only serve to create more of a backlog and administrative delay as the team will have to delete the additional tickets after solving your original ticket.

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This https://productioncommunity.publicmobile.ca/t5/Getting-Started/BE-PREPARED/td-p/112014 used to be stickied... I still consider it a must-read...

Doesn't help the OP, though. Fingers crossed that their service is properly running soon.

[mtfolks]

Sad to say it but it sounds like PM might not be the best provider for you based on what I’m reading. The support structure is not for everyone and although I’m sure the issue will be resolved it might be worth paying a bit more to go with someone that offers access to a call centre. Especially if you’re on the road a lot and require your phone for, say, safety purposes. 

[robgelinas]

i have been with this company more than 5 years and as of 2 months i swithed plans and was told i lose my ability to call when there is a problem simply go to our message board to find your answer.  very **bleep**ty way to do business

[alanbrenan]

---

@robgelinas wrote:

I have to go to work in half hour and I cant drag a computer to work while I drive my 5 ton truck!

---

I understand my solutions are not the most convenient and not having local calling can negatively affect your ability to do your job. It's an inconvenience that I understand is hard to deal with, but I have faith that the team will make it up to you. That's all that I can offer as a community member in terms of temporary solutions or empathy.

However the take-away from my message is that your actions could be interpreted as being in violation of community guidelines and you need to take caution before making more threads or being hateful towards our Moderator Team, who does their best with what their given. When you signed up to Public Mobile it is very likely you were made aware that they have no call centres and use community forums and a support ticket system to solve issues, and as such should understand when a backlog forms or there are unexpected delays in response time. Simon reports that in peak periods, the maximum response time could be as long as 48hrs.

I'm unsure of the specific guidelines to sending PMs and if there are rules to sending multiple within a 24hr period, but I know that multiple PMs will not expedite the response time. It will only serve to create more of a backlog and administrative delay as the team will have to delete the additional tickets after solving your original ticket.

[Rabbi]

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@robgelinas wrote:

when i get home after 9 pm you will again be closed and i will be doing this all over again at this time tomorrow.

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don't wory when you sent all this info 

• account number
• 4 digit pin
• phone number
• name
• email
• problem

the mod will fix it witout have to cantact you

[robgelinas]

the mods have not yet asked me anything and when i go to work i will be away from any computer. i am a driver