nightmare

[liane_44]

if you have not yet signed up with public mobile, DONT!  i have never had such a horrific experience as i have had with this company. It is not worth it!!!

[hTideGnow]

thanks @esjliv for confirming

HI @J_PM yes, we are regulars here and we know what to do next, but for new customer, they got error like mine and will be very frustrated.  Better to fix it and makes it works 100% of the time

Until this is resolved, sorry, I will still just help people by sharing the message link

[LitlLdy]

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@J_PM wrote:

@hTideGnow I have tested the chatbot and it worked for me!

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@J_PM , I don’t know why you’re able to successfully submit a support ticket through the chatbot/virtual assistant yet submitting a support ticket through the chatbot/virtual assistant doesn’t work for me nor numerous Customers (new & current) that post a few times daily in the Community looking for help while tagging CS_Agents on the posts! We have to keep directing them to send a private message to CS_Agents instead when we are unable to fix issues on their accounts/services for them! So, it has been an ongoing issues for many months! 😞 It’s an enigma! 🤔 We can not figure out how to fix it! 😔 

[esjliv]

@hTideGnow the chat bubble worked for me as well this morning. But a few days ago, it did not. I don't know why it is so hot and cold. It would be nice if it was a cleaner code to submit.

[hTideGnow]

HI @J_PM 

 I used the Chatbot on the lower right, I answered couple questions and got the link "Click here to subkit a ticket" and I got this
(the problematic link is https://myaccount.publicmobile.ca/en/account/create-ticket/U2FsdGVkX1-t6vfESl7YkfRWgFNZ-htXjDi6APHdz...) 

[dust2dust]

@J_PM- You mean that you tested it through to submitting a ticket? The chatbot will open and function such as it is. The problem is submitting tickets. Otherwise we wouldn't see the complaints so often. 

[J_PM]

@hTideGnow I have tested the chatbot and it worked for me!

[LitlLdy]

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@J_PM wrote:

@LitlLdy They were experiencing a delay receiving tickets, but that was 2 weeks back. 

@liane_44 Please let me take away your case with the team to review. Sorry about the challenges you have experienced up to this point. 

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@J_PM , my understanding is that @liane_44 left Public Mobile 1 week ago after paying a huge fee here to be able to port phone number out of here just to get it over with and away from here due to no Employees would help get the service working again! 😞

EverSafe is even a nightmare (part of Op’s issues) for many Customers & Customers during signup of a new account! When things go wrong or payment doesn’t go through or phone is lost/stolen or lost SIM Card they/we can not access our accounts due to EverSafe!

So far there’s been to many reports of Customers getting very poor help if any at all! A few CS_Agents do not want to make any effort to help! Which is a long ongoing issue that’s getting worse! 😔 Us as Customers try hard to help all we can but there’s only so much we can do! 😞 It is a horrible feeling! We keep voicing this which keep getting unheard! It’s heartbreaking!

Thank you @J_PM  for looking into this! Will watch for updates!

[hTideGnow]

HI @J_PM 

is opening ticket with Chatbot working again? we still have error messages, so we have been asking people to message CS_Agent, which I know you do not prefer

[J_PM]

@LitlLdy They were experiencing a delay receiving tickets, but that was 2 weeks back. 

@liane_44 Please let me take away your case with the team to review. Sorry about the challenges you have experienced up to this point. 

[LitlLdy]

@liane_44 , she won’t see your messages unless you tag her like I did you. Sorry. 

[liane_44]

The company is pathetic. Community people here did the most "helping" despite having no access. The CS agent just closed my ticket because i didnt respond in 24 hours. I am determined and will follow up with this chaos right to the end, despite having left the company

[liane_44]

Youre incorrect, there was 3 ticket requests. Then i was away for the weekend and they just closed them. because i didnt respond after 24 hours? so it can take public mobile 3 days to respond, but the customer only gets 24 hours to respond. Instead of supporting customers, it is easier to just close the ticket.. this company is truly a joke

[liane_44]

There was an issue reported. I made 3 request  to the agent. Looks like today, 4 days later, i have some replys. It is a TOTAL fail on this company. I am sharing my experience with friends and my family and due to the lack of in person real life support, my father is going to leave public mobile also. It is a very big deal to loose access to your phone for 5 days and have no options other then wait days for a response. Some members were very helpful on the community, while others were obviously not and in a place to try and blame the customer. 

[J_PM]

@LitlLdy There wasn't an issue reported at the end of last week. The team will take this away to verify. 

[dust2dust]

@LitlLdy- You didn't fail. None of us failed. The system failed. The company failed. Again.

[LitlLdy]

@dust2dust , I was hoping that after Op paid using the voucher then just doing a simple resetting of the network settings on the phone & rebooting it that would make the service work again. Which is why I suggested trying that after paying since it has worked for me. Then that would give extra time for CS_Agents to reply back to at least 1 of the 4 messages sent to them in 3 days! That is way to long to wait with no working phone service & no response back from CS_Agents! I feel like I failed & $72 was a huge loss of money for a person to lose! 😔 It would at least be nice to know why @CS_Agent never responded back to this person for 3 days now! They lost another Customer!

Edit! @J_PM do you know if private messages sent to CS_Agents or received from are having issues?

[dust2dust]

So you mean the muskbird company that I suggested and you did? But then you said it was still on hold. So did you do something else? I'm still confused of the timeline and your earlier replies. Oh well. You're gone now.
The $72 was the deposit amount plus your taxes plus their convenience fee.

[liane_44]

yeah it was on hold and the only way to get it off hold was to pay using a third party voucher company to load my account, so i could transfer my number over, all over a payment issue that has nothing to do with me. 72$ and two days of no phone service at all, just to get my phone unlocked for 5 minutes so i can leave. I honestly would have paid much more to get out of this company. Also, still no response from the cs_agents.. What an absolute joke

[LitlLdy]

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@liane_44 wrote:

Thanks. You were very helpful. I was able to resolve it by using that third party website, loading my account and then getting the hell out of public mobile. I paid 72$ just to have my account unlocked for 5 min, so i could leave. Still today, no response from any agent, no follow up. 

you were helpful LitLdy but this company is truly an absolute nightmare and i am SOOOO HAPPY to never have to deal with Public mobile again! 

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@liane_44 , I am so sorry that you have experienced this & had to leave! I would have thought that would have gotten back to long before now! That was a huge loss in money! 😞 

[dust2dust]

Just terrible customer service. Sorry to see you go. So you were able to transfer out the number? You were saying the account was on hold. You aren't supposed to be able to transfer out when on hold.

@J_PM 

[liane_44]

Thanks. You were very helpful. I was able to resolve it by using that third party website, loading my account and then getting the hell out of public mobile. I paid 72$ just to have my account unlocked for 5 min, so i could leave. Still today, no response from any agent, no follow up. 

you were helpful LitLdy but this company is truly an absolute nightmare and i am SOOOO HAPPY to never have to deal with Public mobile again! 

[dust2dust]

Yes I know that's what it's saying for you. So while you're there, press the # key and then press 4. It should give you your balance. I'm very concerned about the muskbird payment you made so I'm trying to help you track it down.

[LitlLdy]

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@liane_44 wrote:

thank you. i see i have actually sent 4. i guess all i can do is wait.

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@liane_44 , I’m sorry, we have suggested everything that we can think of to help you. I appreciate your patience with us. I would fix it for you if I was able to & knew how! 😞 

[liane_44]

thank you. i see i have actually sent 4. i guess all i can do is wait.

[LitlLdy]

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@liane_44 wrote:

i see my private messaged, i just dont see my "sent" messages. I have sent 3 now.. 

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@liane_44 , sorry, I misunderstood you. It will look something like the screenshot below, click on the down arrow next to inbox icon v and then sent will be there, click on it. 

[liane_44]

i see my private messaged, i just dont see my "sent" messages. I have sent 3 now.. 

[LitlLdy]

@liane_44 , if you still can not find your private mailbox ✉️ use this direct link to find it

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

[LitlLdy]

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@liane_44 wrote:

how do i see where my ticket is? or is they got it? this is madness

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@liane_44 , where I told you to watch for a message from a CS_Agent. If you have been waiting 2 days & they still have not responded to your private message that is way to long. As I said send them another message. It may have gotten lost somehow!

You can send a private message to a CS_Agent using the link: ->   https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

A CS_Agent will respond back in your Community mailbox (envelope icon) at the top right of this page to the left of your community avatar on your computer or by clicking on your avatar on your device.

Edited: To add screenshot!

[liane_44]

i bought a voucher from muskbird.com, which i was told to do by someone on this community. i cannot make a payment on 611 or my account but i tried through that 3rd party website because im desperate. 

and i have been waiting!! i am two days with no phone locked out by public mobile!!!

[liane_44]

how do i see where my ticket is? or is they got it? this is madness