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.
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