topic Re: Submit a Ticket in Get Support

Submit a Ticket

Peewee1947 — Wed, 05 Jan 2022 16:04:19 GMT

I tried to submit a ticket to the CSA but it keeps freezing when I click Submit. Any suggestions?

Re: Submit a Ticket

darlicious — Wed, 05 Jan 2022 16:32:25 GMT

@Peewee1947

Use the private messaging option. I much prefer it over Simple--Simon.

Send a private message... Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:

Full name and address on pm account. ( Or province and postal code for newer accounts.)
Email, phone # and pin #.

If you cannot remember your pin # include at least three ( if they apply)of the following:

Date of birth (n/a on newer accounts.)
Last payment, date, amount, type and last 4 digits.
Alternate phone number if any.
Security question and answer.
Plan amount, any add ons or promos on account.
Last 4 digits of sim card.
Any rewards in your account.
Autopay y/n?
Account #.
Frequently called/texted phone numbers in the last 30 days.

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's (formerly moderators.) Responding promptly will speed up service times.

Do not post any of this info in the community only in your private messages when communicating or contacting the CSA/Moderator_Team.

To send a private message to the CSA's (formerly moderators) click below
: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Submit a Ticket

darlicious — Wed, 05 Jan 2022 16:33:57 GMT

@Peewee1947

Mind you going by your label do you need help purchasing an add on?

Re: Submit a Ticket

hTideGnow — Wed, 05 Jan 2022 16:35:47 GMT

HI @Peewee1947 Maybe try Incognito mode and see any luck?

If still fails, try what @darlicious suggested with direct message.

Re: Submit a Ticket

smp99 — Wed, 05 Jan 2022 17:16:31 GMT

I also had issues trying to submit a ticket via the Simon this morning

I did a private message to CS_Agent

Re: Submit a Ticket

Peewee1947 — Wed, 05 Jan 2022 17:50:57 GMT

I had several attempts with Simon but past experience told me that he has basic answers only. I tried to submit directly myself by verifying my identity, answering the 6 questions and getting a blue check mark beside each one. When I clicked the Submit button, the word changed to "verify" and couldn't be clicked. I must have tried 5 times, signing out, closing my browser, then starting again. No luck.

Re: Submit a Ticket

darlicious — Wed, 05 Jan 2022 18:05:18 GMT

@Peewee1947

Just read my spoiler and follow my method it works.

Re: Submit a Ticket

Meow — Wed, 05 Jan 2022 18:27:34 GMT

@Peewee1947 wrote:
I tried to submit a ticket to the CSA but it keeps freezing when I click Submit. Any suggestions?

Did you try using different browser? Sometimes that helps.

Ticket is preferable as it is track-able as multiple CSA can work on it (not at the same time). Private message will work in most cases but sometimes messages can get lost...

Re: Submit a Ticket

hTideGnow — Wed, 05 Jan 2022 18:34:36 GMT

@Peewee1947 wrote:
I had several attempts with Simon but past experience told me that he has basic answers only. I tried to submit directly myself by verifying my identity, answering the 6 questions and getting a blue check mark beside each one. When I clicked the Submit button, the word changed to "verify" and couldn't be clicked. I must have tried 5 times, signing out, closing my browser, then starting again. No luck.

HI @Peewee1947 , when you are at Simon, did you get to "Click here to submit a ticket" and a new windows open and you had trouble there? or you are not even there and still "fooled" around by Simon?

Re: Submit a Ticket

darlicious — Wed, 05 Jan 2022 18:57:00 GMT

@Meow

Lol....theb dd message can slip between the cracks but since after you submit your ticket all communication is by private message your theory doesn't improve the OP's ability to get the ticket submitted and replied by a CSA by much.....seeing as had they followed my advice when I gave it the issue would have long been resolved and put to bed. But anyone who wants to muddle around with Simple--Simon in a puddle of frustration can have at It!🙄

Re: Submit a Ticket

Anonymous — Wed, 05 Jan 2022 18:58:39 GMT

@Peewee1947

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

or try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link,

and Restart your computer, is will help a lot,

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to
them can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent,

you can send a private message to Customer Support Agent by Click Here link,

please include in your message,
phone number,
Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
- Monday to Sunday: 6 AM to 10 PM EST
- Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
Check your private message inbox (click on the envelope top right of your screen)

Good Luck...