@RossN wrote:
@cococash
hi if you tried your password reset or forgot your security question and it does not work you need to contact a moderator to help you can do so by clicking the chat bubble at the lower right corner,to avoid going around in circles with Simon say that you want a human to speak to, a ticket will then be generated briefly mention your issue email password reset
you should get a response between 2 to 48 hours a reply should show up in your little envelope in the top right corner, you can also send a private message to the Moderators by clicking here.
I haven't been a fan of SIMon either, but using the "talk to human" technique isn't always the best option. Telling SIMon that that the self serve password has been forgotten takes the customer through the needed steps to open a ticket, and actually makes it so that that the customer doesn't have to go through the different categories of tickets. It takes the customers straight to a form to request the reset of the password. There have also been recent improvements to SIMon and as soon as anything is typed in about password, you're taken straight to the right place. Seeing these changes, suggesting that customers do the "human" thing in SIMon or go straight to private messaging without even trying to use SIMon the way that Public Mobile has been asking customers to use it actually makes it (in my opinion) more complicated and more difficult, at least in this case, for the customer to get help.
When it comes to the example of resetting passwords, this is a welcome change. Thanks @Alan_K . I'm not sure when these changes were implemented but I'm hoping that there are more improvements to come?
