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Good Citizen / Bon Citoyen

Is there a schedule for when moderators are available (if there are any moderators)?

It is currently day 4 without any cellular service. I cannot make or receive calls or text messages. Moderators are replying, but it seems that they are restricted to either 3 messages a day or 1 message every 4 hours. 

 

I am locked out of my account, cannot pay for my service and Public Mobile cannot seem to send emails to hotmail accounts (for password resets).

 

I have never felt this helpless before and I genuinely do not know what to do.

Town Hero / Héro de la Ville

Re: Is there a schedule for when moderators are available (if there are any moderators)?

Moderators are available: M-F from 8 AM to midnight Eastern time and S-S from 8 AM to 10 PM Eastern time.  Subject to change.

You should message them again but it can take 48 - 72 hours depending on workload for a response.

Deputy Mayor / Adjoint au Maire

Re: Is there a schedule for when moderators are available (if there are any moderators)?


@new_user_88 wrote:

It is currently day 4 without any cellular service. I cannot make or receive calls or text messages. Moderators are replying, but it seems that they are restricted to either 3 messages a day or 1 message every 4 hours. 

 

I am locked out of my account, cannot pay for my service and Public Mobile cannot seem to send emails to hotmail accounts (for password resets).

 

I have never felt this helpless before and I genuinely do not know what to do.


I'm on day 8 of waiting. I think they are heavily backlogged right now. Another user was commenting that they were spamming tickets (at least 3 in less than a day and likely more the next day all for the same issue) so that kind of stuff just makes it take even longer for the rest of us because they will need to take the time to read the issue again, either realize it was done already or worse, start trying to fix it after it was already fixed, both of which take time out their schedule to help others.

Model Citizen / Citoyen Modèle

Re: Is there a schedule for when moderators are available (if there are any moderators)?

@new_user_88Are you able to access your account function via 611, *611 or #611? If so, then you can purchase a voucher at any convenience store and get your phone working. That way you will be able to receive verification SMS from Public Mobile and makes communications easier.

Good Citizen / Bon Citoyen

Re: Is there a schedule for when moderators are available (if there are any moderators)?

I can, but the reason why I want to access my account is becuase my credit card no longer works, and dialing 611 oly allowed me the option of purchasing a voucher with an already registered credit card (couldnt seem to figure out how to add a new one)

Model Citizen / Citoyen Modèle

Re: Is there a schedule for when moderators are available (if there are any moderators)?

@new_user_88You cannot change your credit card info via 611 but once you get your phone working again with a voucher, you should be able to just reset your password etc much easier. Public Mobile's lacks customer service hence we get to save a few bucks a month, so use the path of least resistance can save yourself some headaches.

Town Hero / Héro de la Ville

Re: Is there a schedule for when moderators are available (if there are any moderators)?


@new_user_88 wrote:

I can, but the reason why I want to access my account is becuase my credit card no longer works, and dialing 611 oly allowed me the option of purchasing a voucher with an already registered credit card (couldnt seem to figure out how to add a new one)


hi @new_user_88 If you want phone service restored, asap, please follow @GinYVR's recommendation.
Purchase voucher and redeem it to get your phone working again.
You can buy vouchers at participating shops or at recharge.com (there is a slight surcharge to buy from this site).

 

Then you can wait for Moderator_team to get back to you regarding your Self-serve account and invalid credit card.

Regarding replies from Moderator_team, please check the private messages inbox in your Community account (click on envelope icon on top right corner).

Good Citizen / Bon Citoyen

Re: Is there a schedule for when moderators are available (if there are any moderators)?

I visited the Koodo store where they were selling vouchers and when I asked them if I can get one, they said that currently a lot of public mobile customers who got the voucher actually lost their money since it didnt work for them. Apparently there's some issues going on where even the vouchers arent being activated for Public Mobile customers. 

Model Citizen / Citoyen Modèle

Re: Is there a schedule for when moderators are available (if there are any moderators)?

It can take up to 48 hours for the team to respond to your concerns. Lately we've heard some horror stories about long wait times but I think it has gotten better. Also, I have not heard any complaints about the vouchers lately, but I have also not heard a release saying the issue was found and fixed.Screenshot_20190809-164748.png

 

Good Citizen / Bon Citoyen

Re: Is there a schedule for when moderators are available (if there are any moderators)?

I find this extremely hard to believe.. are they intentionally trying to downsize their customer base?