problems with US add on

[Elle18]

I purchased a US add on, and had a lot of problems with it... the texts wouldn't go through and the calls would drop after a little while.  I would like a refund, but don't know how to go about it.

[NDesai]

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@Elle18 wrote:

What do the badges mean and the bravos mean?  I tried to look them up, but I don't really follow if they have an effect on one's account...

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You might find some info here: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/How-to-Use-the-Public-Mobile-Community...

No effect on accounts, but its there so you can track your progress. If you qualify for top community rewards, you will get a special badge. 

If you want to know more, all info should be laid out in the KB section: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/tkb-p/knowledge_base

[Elle18]

What do the badges mean and the bravos mean?  I tried to look them up, but I don't really follow if they have an effect on one's account...

[NDesai]

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@Elle18 wrote:

Is the moderator someone from the customer service or also a community member? 

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Read here for more info on the mod team: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/The-Public-Mobile-Moderator-Team/ta-p/...

[Elle18]

Thank you!

[Elle18]

I thank you for your response.  As this is my first time using the community, I find it a bit overwhelming, but now that I am aware I can contact the moderator, that should help.  Is the moderator someone from the customer service or also a community member?

[ShawnC13]

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@Elle18 wrote:

I thank you for your response, but really find this system of going through the community very difficult.  One used to be able to contact customer service and get a response!

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To contact customer service you need to Private Message a Moderator. 

To send a private message to a moderator click this link.

In your message please include:

• PM Phone Number

• 4 digit PIN (if you don't remember this then they will need at least 3 of the following to verify your identity)

• account number 

• date of birth

• complete address listed on account with postal code

• email address on account

• most commonly called numbers

• alternate number listed on the account

• last payment date and amount

• last 4 digits of the credit card

• Detailed explanation

Community Moderators are available from Monday-Friday 9am(Eastern) to 9pm(Eastern) and Saturday, and Sunday from 9am(Eastern) to 7:30pm(Eastern)

More info on moderators

[mimmo]

Public mobile is now an online only support. You don't need to go through community you can send messages directly to mods.

This support model does have both benefits and limitations. Only you can decide if the benefits outway the limitations.

[drmartin]

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@Elle18 wrote:

I thank you for your response, but really find this system of going through the community very difficult.  One used to be able to contact customer service and get a response!

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This business model isn't for everyone.  You need a lot of patience to save some money. 🙂

[Elle18]

I thank you for your response, but really find this system of going through the community very difficult.  One used to be able to contact customer service and get a response!

[Dunkman]

@Elle18

You will need to contact moderator with your concerns about US add on.  

Here is instructions to contact moderator:

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-How-to-Contact-our-Community-M...

Recommendation:  do not send multiple message to moderators.  Each new message will put you further down the job list.  

Or just send a private message through the following link :
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Please include in the private message your phone number, your account number and PIN code.