topic Re: support in Get Support

support

Chris-a — Wed, 05 Jan 2022 13:41:19 GMT

Who am I supposed to talk to when there is an issue? I know all support is through this forum, and I've seen in the past to contact a support member, but I have no idea where to find these people.

Thanks

Re: support

Daps — Tue, 24 Dec 2019 04:59:59 GMT

Submit a ticket to moderators.

Click on the green question mark at bottom right to get started.

Enter your question into SIMon. Follow/invent prompts until you get to the Contact Us button, click it and a Submit Ticket button should appear.

Re: support

GreaseMonkey — Tue, 24 Dec 2019 04:58:51 GMT

Contact the Moderator_Team

They will email you a link to verify that you are the holder of the account.

After the verification they will try and solve the issue you are having.

Good luck.

Re: support

totalUser — Tue, 24 Dec 2019 04:59:16 GMT

If you have hard time submitting ticket through Simon you can try https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: support

Jb456 — Tue, 24 Dec 2019 04:59:30 GMT

If community members can't help with your issue a moderator needs to assist.

Re: support

popping — Tue, 24 Dec 2019 04:59:46 GMT

@Chris-a

Create a moderator support ticket for help using the ? button at the right side bottom corner of this page.

Re: support

Ed404 — Tue, 24 Dec 2019 05:03:39 GMT

Just remember to ask the community for help first when it comes to simple problems. Even some problems you'd think only Public Mobile staff can fix can actually be solved with the guidance of users here. Just don't provide any sensitive information like emails, date of birth, phone number, credit card, etc.

Re: support

Chris-a — Tue, 24 Dec 2019 05:13:05 GMT

Thanks for the link totalUser, chatbots drive me nuts.

Re: support

darlicious — Tue, 24 Dec 2019 05:17:44 GMT

@Chris-a If you have an issue find the appropriate category ie. Paying for your service. Go to that section and type your question in the bar and post. The community will be able to help you solve the issue or direct you to contact the moderators to solve it if it requires account access. Most problems get solved without the need for a moderator. Which saves you time. When needed to contact a moderator click on the (?) At the bottom right of your screen and submit a ticket via Simon explaining your issue. The moderators will reply thru your private message box (the envelope icon next to your avatar) at the top right corner of your screen. Look for a little number to appear indicating a message. Be prepared to verify your account with your email address used for your account, ph #, pin #,full name on acct.*

And they may ask: address, alternate # on account, last payment, type, amt, date, security question and answer to further verify you or if you forget your pin # or another verification question. Responding promptly to messages will speed up your service times.

If using private messaging only for contact add the first four identifiers* to speed up the process.

Re: support

zubr — Tue, 24 Dec 2019 11:07:57 GMT

I'm unable to get a password reset email so I could reset my password. Today is the last day for the promotion to have interenational call for xmas. I when through the process but haven't got the email for the password reset. What should I do now as I don't want to miss out on this promotion.

Re: support

Jb456 — Tue, 24 Dec 2019 21:47:35 GMT

@zubr Email to reset password sometimes is delayed alot. The link expires in two hours but sometimes by the time you get it it's already expired cause of the slow email system.

Contact the moderators via SIMon the chat bot to get access to your account again. While you await for a reply from them. You can try requesting forgot password like multiple times in a row and maybe one email with reach you. Be sure to check spam folder to.

[Intended recipient tagged ........ Luddite]

Re: support

Jb456 — Tue, 24 Dec 2019 11:26:01 GMT

@zubr above post is for you

Re: support

darlicious — Tue, 24 Dec 2019 11:31:36 GMT

@zubr Don't panic you have until 11:59pm et on Christmas day to get these offers. The password reset can take up to 2 hrs (it's expiry) check your email every 5 min including your spam folder. Don't try too many times or you will get locked out. If you are worried open a service ticket now to be in touch with the moderators by sometime today... click on the (?) At the bottom right of your screen and submit a ticket via Simon explaining your issue. Once you submit it keep an eye on your private message box at the top right corner of your screen the envelope icon next to your avatar for a little number to pop up indicating a message from the moderators. Responding promptly to messages will speed up your service times.

Re: support

totalUser — Tue, 24 Dec 2019 13:41:58 GMT

Hi @zubr

I was under impression that you have until 23rd 11:59 to pick those up.

Re: support

darlicious — Tue, 24 Dec 2019 16:30:50 GMT

@totalUser wrote:
Hi @zubr
I was under impression that you have until 23rd 11:59 to pick those up.

@totalUser @zubr As per the announcement

Available today until December 25th, all new and existing customers can get a free 1GB data add-on, 400 minutes of international long-distance calling,

Re: support

totalUser — Tue, 24 Dec 2019 17:36:29 GMT

@darlicious wrote:
@totalUser wrote:
Hi @zubr
I was under impression that you have until 23rd 11:59 to pick those up.
@totalUser @zubr As per the announcement

Available today until December 25th, all new and existing customers can get a free 1GB data add-on, 400 minutes of international long-distance calling,

Ooops that's exactly what I didn't want to say I was thinking 'they are thinking 23rd because of that flash sale (which has been extended btw) while it's really 25 the' and guess what: I wrote 23.

Well I guess I really shouldn't open my mouth before coffee:)

Re: support

Chris-a — Tue, 24 Dec 2019 19:02:38 GMT

Fair point darlicious. Not really sure where to post either LOL! My account lapsed for a couple of days (2 or 3 at most) last week. When I sent the payment, data turned back on almost instantly and I think SMS/MMS as well (just got confirmation SMS is NOT working). Calling, I only found out last night that anyone calling in goes straight to VM while I can't call out, not even to my VM. There's a message saying I don't have a long distance addon.
I have Canada wide calling, unlimited text, 4G LTE.
Is there anything I can do on this end? or does PM need to reset things on the back end?

Re: support

computergeek541 — Tue, 24 Dec 2019 19:04:23 GMT

@zubr wrote:
I'm unable to get a password reset email so I could reset my password. Today is the last day for the promotion to have interenational call for xmas. I when through the process but haven't got the email for the password reset. What should I do now as I don't want to miss out on this promotion.

Today is not the last day for that promotion. If you'vd opened a ticket, you'll wait for a moderator to respond.

Re: support

PAULRANG18 — Tue, 24 Dec 2019 19:29:42 GMT

When a moderator does reply with the password reset, let them know you wanted the free add ons but were unable to access them. I'm sure they will understand and credit them to your account.

Re: support

Chris-a — Tue, 24 Dec 2019 19:39:26 GMT

Upon closer inspection... it looks like I am using my promo data... not my plan data. So nothing is working, except for promo data...