topic Re: Agent help in Get Support

Drop call

Lester — Wed, 09 Mar 2022 19:02:57 GMT

3 short beeps and drop call around 2minutes.

Re: Drop call

Meow — Wed, 09 Mar 2022 19:04:24 GMT

What plan do you have?

What is signal strength?

Re: Drop call

Lester — Wed, 09 Mar 2022 19:05:28 GMT

US roaming

Re: Drop call

Lester — Wed, 09 Mar 2022 19:08:46 GMT

I read this was an issue for people in 2017.

Re: Drop call

Lester — Wed, 09 Mar 2022 19:11:38 GMT

Need CS_AGENT

Agent help

Lester — Wed, 09 Mar 2022 19:15:02 GMT

How to get in touch with CS_AGENT

Re: Agent help

dabr — Wed, 09 Mar 2022 19:24:43 GMT

@Lester Two ways to contact customer support, first option to try is the chatbot via this link: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If unable to submit a ticket try sending a private message to CS_Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

You can also share details of your issue (no personal info please) with the community here and someone maybe able to provide you with the correct suggestions before contacting CSA.

Re: Agent help

softech — Wed, 09 Mar 2022 19:29:14 GMT

@Lester do you mind to share what help you need? if it is device issue or how to reactivate plan or so, we might be able to help

But of course, if it is related with charges or refund , then yes, you will need to open ticket with PM Support, septs provided by @dabr above

Re: Drop call

softech — Wed, 09 Mar 2022 19:32:13 GMT

@Lester which area you are at now?

any chance you are using US roaming?:

If you are in Canada and not a roaming issue, try to reboot your phone, change your network to 3G Only and see if it helps

and what kind of phone you have ? brand and model?

You just start having issue today? or you joined PM just now and have been getting this problem since?

Re: Drop call

softech — Wed, 09 Mar 2022 19:35:18 GMT

@Lester I checked again, you asked for roaming question only couple days ago. Any chance you are still in US?

you just got another Roaming Talk add-on? If so, this issue usually caused by 2 Roaming package with Talk components and conflict with each other. Yes, you need to open ticket with Pm Support to get that resolved.

You have been provided ways to open ticket with PM support in your other post, but here you are again:

1. If you have access to Self-Serve My account: For faster response (2-48 hours) , Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. If you don't have access to My Account or have trouble with above method: you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: Drop call

Lester — Wed, 09 Mar 2022 19:51:37 GMT

Thank you

Re: Agent help

BKNS27 — Wed, 09 Mar 2022 20:28:08 GMT

@Lester

Are you still having issue with Roaming while in the US?

Two options to contact a CS_Agent on this page. Private messaging and Chat button then type in Create a Ticket and follow the prompts.

Re: Agent help

Lester — Wed, 09 Mar 2022 21:11:45 GMT

So far the data issue seems to be resolved.

Now I'm having issues with making phone calls. Working on solution with agent now. So far no resolv

Re: Agent help

esjliv — Thu, 10 Mar 2022 01:31:07 GMT

@Lester wrote:
So far the data issue seems to be resolved.
Now I'm having issues with making phone calls. Working on solution with agent now. So far no resolv

@Lester

Make sure data roaming is enabled in your phone settings.
Restarting your phone should help you connect to the correct network.
Go to the cellular or network settings in your phone, and check your APN configuration.
If possible, manually search and select T-Mobile's or AT&T 's network.

Re: Drop call

darlicious — Thu, 10 Mar 2022 03:39:35 GMT

@Lester

Did you overlap two US roaming add ons with a talk feature? Have the CSA agent remove the one that still has data on it. They can add the data component back on to your account as a separate data add on and make a credit adjustment to your account. Then when the add on with talk has expired you can add another one without it interfering with the new data only add on. If you want to renew the same US Roaming add on with a talk feature you may be able to loosely schedule the CSA to add it once it expires from funds already loaded onto your account so you don't have to wait out the 24 hours to make voice calls.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #