what support?

[Fedupclient]

This is absolutely unacceptable. I have been trying for a week now to discuss my problem with a "customer support staff member" via the submit a ticket/direct message a CS worker. I have had the most frustrating and infuriating experience this far. The first reply asked for account verification (as if I wasn't logged in already to have been able to use the in house messaging system but whatever) so I promptly replied with valid, correct information, expecting a somewhat prompt reply. It was the next day that I received another reply from a new person asking the same thing. So I replied immediately. The next day I received a message saying "are you still there?" I of course replied that I was but it was too late as I received another message stating that since I didn't reply in time the conversation was closed. So I submitted another message & ticket only to have a new person ask me to verify my identity. So I did. Now, today, I received a message from an entirely new person asking me to confirm the postal code of my address and the make/model of my phone. SO I DID. Now I wait and wait and wait but still no reply. So I'd like to know what the time limits are for the whole communication regarding support/tickets. It seems there is one standard for support workers to reply to someone asking for support but then there is a much shorter time frame for a client to reply. Is that how PM deals with clients in need of support that the community can't help with? As if it's not frustrating enough not being able to directly communicate with support in the time of need (yes I get it that's why PM's service is so cheap and if I want to complain I can go pay more elsewhere) getting the complete run around and having to deal with the issue I'm facing for much longer than I should have to seeing as I am a paying customer (for 5 years now I might add...) So anyways, perhaps the PM regulatory body that screens these posts will take notice of the fact that despite BEING IN NEED OF SUPPORT STAFFS ASSISTANCE, ITS **bleep** NEAR IMPOSSIBLE TO MAKE IT THAT FAR.

[Fedupclient]

So just an update on the situation in case anyone cares, which you should, because the answer is quite shocking...

I've been a customer of PM's for many years now and I've always faced this network connection/slow data/service cutting out issue. I have repeatedly expressed my displeasure through the community and I have tried on many occasions to get assistance from the PM support team. But I got no help, no improvement s on my service. Well over 5years of sub-par service and mountains of frustration. 

This past Saturday I finally received a call from one of the service techs that deals with Telus & PM. He and I went through an extensive list of possibilities and work arounds but still no improvement. The tech then did a deep dive into the coverage area I'm located in and found that there has been numerous complaints from many customers regarding the quality (or lack there of ) network coverage in my area. He found that there has been so many instances of dropped calls that they had formally done an enquiry into the issue and their professional analysts came up with a report that clearly states that their network coverage is well below acceptable levels in my specific area due to multiple contributing factors. The report then got tabled at a management/planning meeting where any form of upgrade or work order to rectify the situation was shelved and put in the "it's not important enough for us to deal with right now" pile. The tech have a conservative estimate of the required upgrades to be 5years minimum. 

So that means that PM chose not to disclose information to me regarding the poor quality  network coverage in my home area while depicting standard quality coverage. It means that PM neglected to inform me of the real truthful reason for the ongoing issues I face EVERY time I posted to the community and /or requested support. That's a clear as day unethical breach of contract actions under the Canadian Competition Act, the Canadian Consumer Protection Act. It breaches CRTC ethical policies. It's downright shady and deceitful. I feel that since I was not given the transparent truth especially after raising concerns multiple times, I was misinformed and given false information and manipulated into starting and continuing monthly coverage for years. Regardless of if it was intentionally or knowingly done, there was a big mistake made and usually if it happens once, it's happened twice. 

I am currently awaiting a response from another new customer service representative after having to validate my identity once again. I asked PM how they were going to compensate me for the past 5 + years of monthly plan purchases I've made that never could or would have fulfilled their contractual obligations. 

[Fedupclient]

So I've had three new different customer support people message me but still have not got much past them asking to verify my account. So its taken over a week and a half to get NO help. To all you prospective new public mobile customers...I would go elsewhere. Even though the community here offers help they are still not the provider and cannot make changes to your account  or provide technical support directly from PM. I would strongly advise seeking out a different provider as PM doesn't seem to care. 

[Fedupclient]

Hi, I appreciate your polite and informative reply. The information you gave in reference to the working hours and time zone gave total clarity and understanding. I can align myself and my communication accordingly, thank you. 

As for your offer to assist with my issue, I once again appreciate the gesture and willingness to help. I assure you that I have done my homework and I have gone through all of the proper steps to eliminate the possibility of something not being right on my end. The issue I am facing is that my network/service coverage works great everywhere except when I am at or near home. It fails miserably once I am in the place that I spend most of my time. The following is the checklist / process of elimination steps i have taken repeatedly trying to diagnose this issue.

- ensure device is capable of 4G/LTE

- ensured the phone is updated

- correct network selected

- correct connection selected

- correct apn settings entered

- no physical obstructions or barriers

- ensure airplane mode off

- sim card installed correctly

- new sim card purchased & installed

- reset mobile network settings

- tested sim on different device with same result

* I am able to receive almost full bars and reasonably acceptable data transfer speeds everywhere else I travel around my area with my device.

* I live in a 4/5G covered service area according to PM coverage map, postal code being - V0N 1V0

* There is no change in signal reception while in/outside of buildings. (No physical obstructions)

I am very frustrated with the fact that while out and about away from home, I can receive full bars and acheive modest transfer speeds yet while at home (where I spend the majority of my spare time ) I can't even watch a video or play a game.

Perhaps my home is on the very outer edge of the network service umbrella...? Just right on the edge of being considered a downgraded or not covered area?

I have thoroughly exhausted all known and suggested methods of ensuring correct settings are in use that should connect my device to a Public Mobile 4G/LTE network. I am trying to contact a support agent and ask that they  forward my case to a PM technician or connectivity consultant or someone who has the capability to access more detailed diagnostic equipment and get some definitive answers. As you can see, I have done my due diligence and ensured everything on my end is as it should be. It was because of this that I didn't post a question, the same question thats been answered hundreds of times already by the community. But like I said, thank you for the offer.

[Fedupclient]

Please don't misunderstand what I was writing about...I am NOT saying I had a bad experience with a particular agent. I was describing my experience of having to communicate with multiple different agents over the course of almost a week, due to the inconsistent receive/reply timelines and all of whom needed to verify and authenticate me to my account, which led to nothing being achieved other than frustration.

[Meow]

Usually agents reply within few hours or way sooner.

Maybe you came across agent in training. You can reply and ask to talk (by email) to more senior and more experienced agent and they will help you for sure.
I never had bad experience with agents even though sometimes I did get bounce from agent to agent...

[ORNGNBLK]

@Fedupclient   Please let us know what your issues are and perhaps some of us here can assist. (That’s why the community is here)  If in the end, you do need to work with someone from PM to resolve, note that the cs-agents can only be reached by private message (which is more often more useful with speedier response times) and they work between 9am-10pm eastern time.  But let’s start here if we can.