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. --- SBBSecho 3.12-Linux * Origin: The Rusty MailBox - Penticton, BC Canada (1:153/757.2) .