Connected to what I assume is a CSA conversat

[Breadroll]

 I recently dialed *611 as it is the only way I can reliably check my data usage (I have a 2GB promotional bonus and a one time 2GB bonus from the holidays that doesn't show up on My Account) 

Instead of being connected with the usual IVR menu, I was connected with someone who I can only assume was a CSA agent, speaking in a language I couldn't understand. I was a bit shocked, so I hung up.

Why does this happen? I'm not very bothered by anything the man was saying, just confused as I only called to check my add-on usage. Please help.

[computergeek541]

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@esjliv wrote:

@Breadroll - network related due to a 'stuck' phone setting? Routed elsewhere as @computergeek541 mentioned, but where? If it happens again, ask who you are speaking to; i'd be curious what they answer.

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My guess would te to Koodo, but even then, I CSA wouldn't answer immediately.  I know custoemrs don't like IVR systems, but very few companies of Telus' size answer calls immediately upon call connection.

[esjliv]

@Breadroll - network related due to a 'stuck' phone setting? Routed elsewhere as @computergeek541 mentioned, but where? If it happens again, ask who you are speaking to; i'd be curious what they answer.

611 should really work though, it is the main link to your account using your device.

Perhaps perform a Reset of your device's Network Settings. This can sometimes help with finicky things.

This also resets Wi-Fi networks and passwords, cellular settings, VPN and APN settings, and connected Bluetooth devices that you've used before.

Iphone:

To Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode.

Your iPhone will reset network settings and restart itself.

android:

Find and tap Settings > System > Advanced > Reset options > Reset network settings.

EDIT typo

[Breadroll]

I was with Koodo Prepaid for a number of years before switching. I signed up with PM because I liked the service that TELUS provides, and found that Lucky Mobile's CSA agents were too stingy for my liking. The reason I switched to PM from Koodo was that the SIM card I ordered from Amazon was improperly configured and I would lose service at random times. Your theory is possible. I'll try the 1-855 number the next time I need to access my account.

EDIT: I don't have 611 as a contact.

[computergeek541]

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@Breadroll wrote:

Instead of being connected with the usual IVR menu, I was connected with someone who I can only assume was a CSA agent, speaking in a language I couldn't understand. I was a bit shocked, so I hung up.

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Your call was somehow routed elsewhere. I can say that your call wasn't answered by a CSA.   As you know, Public Mobile CSAs don't answer calls from customers.

[esjliv · Accepted solution]

I wonder if your 611 is somehow connected to a different voicemail system, for example Koodo or another provider that this phone had. I know is sounds unlikely, but who knows.

Do you have 611 entered as a contact on your device? IF so, are you able to delete 611 from your contacts, then readd it.

You can also access the system by calling # 1-855-478-2542 or # 1-855-4PUBLIC. I wonder if that would react more consistently.

[Breadroll]

Yes, I definitely got the "Hello. Thank you for calling IVR" message. It was weird for sure.

[Breadroll]

I definitely dialed 611, attached is a censored version of my call history 

 

[BKNS27]

@Breadroll 

Maybe hit redial and see if it is 611 that you dialled. It could have been 811 for health advice.

[HALIMACS]

OK -- so that's intriguing @Breadroll 

Are you 100% certain you dialed 611?

@CS_Agent , can you folks confirm for us if there are any Customer Support Agents who may answer when a Public Mobile customer dials 611?

[dust2dust]

I think the worst I've had is dead air. Hello? Anybody home? Hang up. Try again and it's fine.

Did you get the 611 text notification when you connected to someone?

[hTideGnow]

HI @Breadroll   you sure you didn't call 911?  LoL

it's funny to see PM has all kind of glitch everywhere

[Yummy]

611 is fully automated system. It must be bad connection as no human answers that 611 call.

[Breadroll]

I just tried again and got access to the IVR menu. I'm not too worried but it was a weird experience for sure. I've actually had this same thing happen before. One time, there was a lady asking me how I was in French, and when I mentioned I didn't speak French well enough to have a conversation, she didn't answer me so I hung up.

[dust2dust]

So you would rather use the 611 than logging in? Did you try again and get the real deal?

Interesting, if troubling, experience though. No, I've never had that.

[hTideGnow]

HI @Breadroll   weird,  *611 is just an automated system.  You should have asked who the person is

For the data usage, try to use Private/Incognit/secret mode to access My Account and you will get the correct data usage

[Handy1]

@Breadroll 

Try again incognito mode/private mode or simply try refreshing the page on the yellow circle while signed in to public mobile

Refresh pagee.                                ^^^