topic Re: Submitting a ticket in Get Support

Submitting a ticket

tmpopova — Thu, 06 Jan 2022 08:09:22 GMT

How do I submit a ticket?

Re: Submitting a ticket

JK8 — Mon, 16 Aug 2021 19:17:11 GMT

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Is there something we can assist you with before you submit a ticket?

Re: Submitting a ticket

hTideGnow — Mon, 16 Aug 2021 19:21:39 GMT

@tmpopova

Public Mobile support is all online. You can open a ticket with them using Chatbot

But , the reason for the Community is to try to help you quicker without opening ticket.. You want to share you issue?

Re: Submitting a ticket

Anonymous — Mon, 16 Aug 2021 19:24:02 GMT

@tmpopova

Only one way to solve your issue , explanation to Customer Support Agent by CS_Agent,

and the are nice service Team the will help you 100%.

you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

Here’s how to contact Customer Support Agent by CS_Agent,

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Service by CS_Agent. Click Here to get started.

or you can send a private message to Customer Service by CS_Agent, by Click Here.
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your Email address,

Customer Service by CS_Agent, will Response by private message to you inbox
Check your private message inbox (click on the envelope top right of your screen)

Good Luck

Re: Submitting a ticket

BKNS27 — Mon, 16 Aug 2021 19:43:32 GMT

@tmpopova

As noted by everyone, just click on the SIMon chat button and create a ticket for a PM CSAgent to review your issue.

Re: Submitting a ticket

darlicious — Mon, 16 Aug 2021 20:00:18 GMT

@tmpopova

If you are anything like me and Simple--Simon drives you crazy you may prefer to send a private message. Some say you get a slower response I don't find that to be an issue. My last request was answered and solved in 8 minutes! Please ask for a review link after your interaction is finished as pm appreciates your feedback. Here is my method for CSA contact....

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 Moderator_Team.

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

Re: Submitting a ticket

Spudster — Mon, 16 Aug 2021 20:30:33 GMT

@tmpopova wrote:
How do I submit a ticket?

Hi @tmpopova

Unless your inquiry is strictly account-related for something users can't do in self-serve (in which case you will require PM support), give us a try as we're a pretty keen bunch.

Just be sure not to provide personal account information in this Community forum.

Re: Submitting a ticket

esjliv — Tue, 17 Aug 2021 01:36:45 GMT

@tmpopova wrote:
How do I submit a ticket?

@tmpopova you can find a lot of information by selecting the "Get Help" at the top the Public Mobile website.

https://www.publicmobile.ca/en/bc/get-help

After you click on "Get Help", you will see a "Search your Question" box.

In this box type "customer support agent".

Tickets are submitted to Customer Support Agents (who are Public Mobile Representatives).

Use the "Search your Question" box for many other Helpful Articles.

Re: Submitting a ticket

CarolyntheGray — Tue, 17 Aug 2021 13:10:23 GMT

Your ticket system works horribly.

I submitted a ticket last week (Refer #: 201410-805) and no one has got back to me. You have double charged my credit card, I submitted a ticket over a week ago and no one has returned my message.
I went to submit another ticket today, and the Community login system is not working. I wondered if I could try resetting my password in case there was an error (even though I did not forget my password), and then the system would not let me rechange my password, or re-register in order to access my Community account just to submit another ticket.

Your robot Simon will not let me speak to a representative. I am very disappointed with this service.

You have double-charged my credit card, and made it impossible to get tech support. Do not recommend this service! Customer support should be more accessible.

Re: Submitting a ticket

darlicious — Tue, 17 Aug 2021 18:09:14 GMT

@CarolyntheGray

Go back a few posts from yours above to mine that tells you how to send a private message. That is a more straightforward way of reaching customer support. Simple--Simon the Stupid can be exceptionally frustrating and the ticketing system will automatically close unanswered tickets after 48 hours.

Once you submit your private message stay online because the CSA's have been answering messages in 10 to 15 minutes lately so stick around and wait for their reply in your private message box. If the extra charge appears in your self serve account balance then it's best just to leave it for your next renewal as refunds can take up to 30 days. Ask the CSA to open a ticket for the tech team to look into why you were charged twice.

Try to include all of the info in line #1 and #2 in my method of private message contact so you can be verified as the account holder so you don't have to further verify yourself. That just cuts out extra messaging back and forth between you and the CSA.

Hopefully this will work for you.

Re: Submitting a ticket

hTideGnow — Tue, 17 Aug 2021 18:15:43 GMT

@CarolyntheGray Not sure if you have check the Private message in Community Inbox (envelop icon on the top right ). CS Agent will communicate you via there

Also, they might send you a link to validate your identity. Click on the link, validate ,and then reply to the message and tell them you completed the validation step.

if you not receive any response at all in 24 hours, , I usually would message directly or open another ticket again.

Re: Submitting a ticket

JK8 — Tue, 17 Aug 2021 18:16:34 GMT

@CarolyntheGray

Can you log into self service and see if the extra payment is in Available Funds. If it is just leave it there and it will be used automatically on your next renewal.

Re: Submitting a ticket

Macky — Thu, 09 Sep 2021 22:07:39 GMT

How do I submit a ticket

Re: Submitting a ticket

esjliv — Thu, 09 Sep 2021 22:08:19 GMT

@Macky wrote:
How do I submit a ticket

@Macky

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 - Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower - Use this link to:x

Private Message to Public Mobile Customer Support Agents (CSA)

Re: Submitting a ticket

Anonymous — Thu, 09 Sep 2021 22:09:10 GMT

@Macky wrote:
How do I submit a ticket

@Macky

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

Here’s How To Contact Customer Support Agent by CS_Agent,

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started.

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
Check your private message inbox (click on the envelope top right of your screen)

Good Luck....

Re: Submitting a ticket

Macky — Thu, 09 Sep 2021 22:11:29 GMT

He sends me here

Re: Submitting a ticket

JK8 — Thu, 09 Sep 2021 22:13:43 GMT

@Macky wrote:
He sends me here

Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: Submitting a ticket

Anonymous — Thu, 09 Sep 2021 22:15:40 GMT

@Macky

Customer Support Agent by CS_Agent, will Response to your inbox by private message
Check your private message inbox (click on the envelope top right of your screen)

and what is your issue !!! i did send to your private message, do you will see how is work do get it...