Subj : I launched a CHAT with customer support
To : All
From : August Abolins
Date : Sat Jan 02 2021 11:36 am
I decided to try and resolve a problem I was having with my mobile internet,
and launched a CHAT with customer support. This is how it went:
[Some info has been obscured with #'s]
Live chat transcript
Reference number 724###############
DATE/TIME: 2021-01-02 12:00:15
Your chat transcript
Lucky Mobile : Welcome to chat. Let�s connect you with a live agent. To start,
could you tell us your name?
You : August.
Joel : Thank you for reaching Lucky Mobile chat support and this is Joel, May I
have your full name and mobile number please?
You : I topped-up with $5 for 200MB at 3G. But I am NOT getting 3G!
fullname=August Abolins. phone#=613-###-####
Joel : Thank you for the information. Let me pull up the account real quick.
Joel : May I have your full name please?
You : august abolins
Joel : May I have your 4 digit account pin code as well for validation?
You : i don't think i've used that. perhaps ####
Joel : May I have your account number, bill date and your date of birth for
account validation instead?
Joel : Are you still there?
You : where is the acc# ? I am logged in but I don't see it.
You : bill date = 3rd or 4th of month.
Joel : It is usually on the home page top left side.
You : dob= jun # ##
You : i only see 613####### which is the same as phone number.
Joel : How many GB of data do you have on the plan?
You : a total of 5GB with the bonus
Joel : That's perfect.
Joel : Have you tried to restart the device and check if this resolves the
issue?
You : yes. after I purchased the 200MB, I turned the phone right off for a
while and then ON. I could get an internet connection, but the speed was NOT
3G.
Joel : Is it a bit slow?
You : even before that, I wasn't getting any internet at all.
You : I am only getting less than 56Kbps according to fast.com right now.
You : yesterday it was only 36Kbps all day.
Joel : Can you turn off the device for 1 minute right now and turn it on again
after 1 minute?
You : ok
Joel : Thank you.
You : i am turning it on now.
Joel : Sure thing.
You : now there is no internet at all!
You : one moment.. airplane mode was on.
You : fast.com is reporting 76Kbps
Joel : Thank you for the information.
Joel : Is there any device connected?
You : no. it's just the phone.
Joel : What is your usual speed?
You : I would normally see up to 3Mbps
Joel : Have you tried removing the sim card and inserting it again?
Joel : What happened?
You : removing and inserting card? that's silly. top-up or service pass updates
don't seem to be working properly. I have wasted $5 for nothing for these last
3 days. I never achieved normal speeds during that time. I will try the card
removal/insert. But I think I would prefer a $5 refund for this wasted
purchase.
Joel : We will have the credit of $5 as exception but this will be on your next
bill date. Is this fine?
You : i have reinserted SIM. booting up..
Joel : Not a problem.
Joel : Are you still there?
You : please refund. fast.com is still crawling. only 57Kbps now.
You : does my normal billing kick in at midnight tonight? ..or is it until the
4th?
Joel : It will be at midnight.
Joel : we will just credit the $5.
You : the service-pass system is a failure. when i purchased one a few days
ago, I still had about 200MB available on my account - but at that time I was
not even getting an IP address. After I purchased the service-pass, and turning
off the phone and back on again, an IP was served, but the speed was never 3G.
Joel : I am really sorry that the speed was not met as you expected but just to
make sure, Is there anything else I can gladly help you today?
You : no - obviously. thank you and goodbye.
Joel : Thank you for chatting with Lucky mobile chat support. Kindly close the
chat window to end our conversation please.
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* Origin: The Rusty MailBox - Penticton, BC Canada (1:153/757.2)
