A more honest explaination of re-occuring errors

[jheili99]

i would like to see a more honest explaination on these permanently re-occuring errors so the more experienced people here in the board don't have to waste too much time explaining something which can't be explained

example:

generic error .... an error known since a long long time, re-occuring, but no explaination or solution offered.

plan not renewing .... same as above....

porting issues... same as above....

if there's a more open and honest approach to explain why these things happen we could all focus more on helping with easy isues and free up the moderators for the other problems but so far lots of us kinda waste lots of our times to explain a constantly re-occuring issue without us even knowing why thus refering everybody to mods thus overloading mods just to wait for the same thing to happen again.....

once the system runs the service is great....but why can't these 3 major problems be dealt with once and for all?

i appreciate an answer.....thanks ! @Shazia_K @Mary_M @Saray_O @srlawren @Luddite @daredogg @imm1304

[mimmo]

the other day I suggested a FAQ page asking the for the same, or even a read first forum with all the standard questions/problems.  One of the other members suggested that the Knowledge Base forum has some of standard questions but I find it hidden in the forest or forums so renaming it or moving it to the top might be beneficial. 

In the end though I think we are asking for something that can answer "standard" questions and leave the forums for the more intricate issues.

[jheili99]

yeah, but it would be easier to have it pop up right where everybody can see it....saves us all time

[srlawren]

"but why can't these 3 major problems be dealt with once and for all?"

Believe me, @jheili99, the oracles (myself, @Luddite, and @imm1304) have been asking this for quite some time.  We'd like to see the systematic issues resolved, rather than seeing support staff scrambling to fix the symptoms in a one-off fashion.  

PM has heard the concern and I do believe they are honestly working on improving things.  Believe it or not, things have improved dramatically since this time last year.  Had PM attempted to run this promo in October/November of 2015, it would have been utter chaos.  

I think that PM are probaby pretty constrained for resources, give that we are the no-frills, discount brand (PM) to the discount brand (Koodo) of the main focus brand (Telus).  I think the lion share of development resources are likely allocated first to Telus, then to Koodo, then to us.  This is purely my speculation, I have no inside knowledge in how the company is actually run and in relation to the other brands, but I think it's a reasonable assumption. I think they are trying, but we have to be patient, unfortunately.

[jheili99]

yeah i hear you....and Wind was worse ... i actually filed a complain against Wind with the ccts and after i did that wind offered me a full refund after they were reluctant before....

but the issues i mentioned could/should have been resolved as they were there already since last year or earlier....

even i'm not spared as i got 3 lines coming up for renewal ( 1 tonite ) and the tonite one already throws all kind of issues ( generic,expired,not auto renewing,suspended ) the entire palette....as you can see i love to help out with advises if i can and we hold PM flag up, but at least these long-known issues should have resolved already ...

i'm concerned about my other 2 lines as well as they come up by the end of this week for renewal as well....at least let us or some of us know what the real issue is so we can help.....

[srlawren]

Hi @jheili99,

I'm not sure if you've been through a renewal before or not, but those statuses you are seeing -- suspended/expired -- are actually completely normal and nothing to worry about as long as your phone keeps working.  By tomorrow morning, you should be back to Active when you check. It's a bit off-putting the first time you look during a renewal evening, but it is expected and nothing to be alarmed by.  

[jheili99]

yes i heard about these issues before and i'm not in a panic ..... the only upsetting thing is, as with many others, the generic error so i can't even see any longer what is going on.... so i just wait it out until tomorrow and hope, that my wife doesn't yell at me for her line not working...lol....

[srlawren]

@jheili99 I'll keep my fingers crossed for you...lol....

[WearySky]

I'm not sure you can get a much more honest answer than "we're working on it, we promise, and we don't know when they'll all be fixed" - which is the answer I've seen multiple times. 🙂

Unless you'd like the answer to be "our developers suck and can't figure out how to fix the problem", but it's unlikely that any company would give an answer along those lines. 🙂

[daredogg]

I'm still fairly new to the neighbourhood, but I too am starting to see the same errors happening over and over again. It would be nice to be a fly on the wall at one of PM's meetings to get that insight as to what's next. Like srlawren has said, PM is aware of the problems, but as you're asking... when will these reoccurring issues be fixed?!

[daredogg]

@WearySky to be fair, you probably don't work in website development. I do, and I can relate to having limited resources, and having to figure things out on your own. I'm sure the developers at PM are quite talented, but their time is consumed by fixing little issues, and can never quite get to the big items. It would, however, be great if PM could hire a developer to focus specifically on one of the 3 big problems @jheili99 has identified.