topic Re: Phone number in Get Support

Phone number

gnutov — Sun, 24 Apr 2022 17:38:52 GMT

Is there someone we can talk to about account issue?

Re: Phone number

JK8 — Sun, 24 Apr 2022 17:43:47 GMT

There is no one you can talk to for support. All support is through this public forum or you can contact a CS Agent with the links below. You can post your question here and we maybe able to assist you.

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.

Re: Phone number

hairbag1 — Sun, 24 Apr 2022 17:44:05 GMT

Account issue is dealt with by CSA. Top of page, click Get Help / Chat with Simon to start the process.

Watch the little envelop icon on top right side of page will be highlighted when they reply.

What is the issue, btw ?

Re: Phone number

dabr — Sun, 24 Apr 2022 17:44:40 GMT

@gnutov You can submit a ticket to customer support via chatbot for assistance here: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Second option is to send a private message to CS_Agent if unable to submit your ticket here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

You can post further information in this forum and other customers might be able to offer quicker advice or suggestions as long as it doesn't require account access in which case only CSA's will be able to help.

Re: Phone number

gnutov — Sun, 24 Apr 2022 17:56:14 GMT

When my account was set up originally, they misspelled my email account . Now I can’t have access to update my account billing info , I sent a private message to CSR hopefully they can fix . Thank you

Re: Phone number

gnutov — Sun, 24 Apr 2022 17:57:13 GMT

Thank you I sent a message to CSR , hopefully they answer soon .

Re: Phone number

JL9 — Sun, 24 Apr 2022 18:09:58 GMT

You could get a CSA to correct your email address but in the meantime I believe you can still enter the misspelled email and correct pw to get into your self serve account

Csr response

gnutov — Sun, 24 Apr 2022 19:22:48 GMT

How long does it take to get a response from a csr ?

Re: Csr response

softech — Sun, 24 Apr 2022 19:28:00 GMT

@gnutov time varies, but usually it takes less than 2 hours. If you have waited 3 hours and it is an urgent issue, message them again.

Remember to monitor the Community inbox, that's where they respond back

Re: Csr response

JL9 — Sun, 24 Apr 2022 19:37:31 GMT

Depends on the issue and your method of contact, but they are usually relatively quick!

Re: Csr response

Yummy — Sun, 24 Apr 2022 20:33:18 GMT

My experience - 20 min. But depending on how many requests it could be longer. Plus today is weekend, maybe not fully staffed.

Re: Csr response

chainsawcowboy — Sun, 24 Apr 2022 21:25:54 GMT

@gnutov

You should have one by now unless they are extra busy.