TZUTC: -0800   
   MSGID: 188.fido-internet@1:153/757.2 2456020e   
   PID: Synchronet 3.18c-Linux master/b3b4d332a Jan  2 2021 GCC 10.2.0   
   TID: SBBSecho 3.12-Linux master/b3b4d332a Jan  2 2021 GCC 10.2.0   
   BBSID: TRMB   
   CHRS: CP437 2   
   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.   
   --- SBBSecho 3.12-Linux   
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