topic Re: How do you get help??? in Get Support

How do you get help???

Frustrateddude — Sat, 15 Oct 2022 01:07:08 GMT

My plan says I've used 10% of my data, but I got a notification I've used it all, and I have none. Stupid Simon won't load on my phone at all, I just get a blank page. Trying to open a ticket takes me to an error page! How else can I get any $&#@ help?

Re: How do you get help???

softech — Sat, 15 Oct 2022 01:08:15 GMT

@Frustrateddude before you open ticket with PM , let's use Incognito mode to login to My Account once again.

With this new site, you likely still reading off the cached version, so the usage you got was not up to date

Try it and see what it shows for the usage there

Re: How do you get help???

BKNS27 — Sat, 15 Oct 2022 01:28:29 GMT

@Frustrateddude

Normally if you get a blank screen then your email is not registered in PM system.

Plus the new website is so glitchy so I hear you.

You can private message a CS_Agent with the envelope icon left of your avatar top right.

Re: How do you get help???

Frustrateddude — Sat, 15 Oct 2022 01:30:32 GMT

That worked to show updated usage (which is ridiculous to have to do), but I still can't load the chatbot or open the ticket request page.

Re: How do you get help???

softech — Sat, 15 Oct 2022 01:32:00 GMT

@Frustrateddude

The new My Account site really have issue with cache. For now, always use Incognito mode and I hope PM will fix that eventually

to engage PM support:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: How do you get help???

darlicious — Sat, 15 Oct 2022 01:32:48 GMT

@Frustrateddude

I hate SIMon. I never use him. You can skip my rant and go straight to the spoiler in this post so as to send a private message.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/td-p/821771#M550981

Re: How do you get help???

AE_Collector — Sat, 15 Oct 2022 02:31:35 GMT

If the text message says you have used 100% of your data… since data just quits working when you run out (unless you have any data add-ons sitting in your account), I know how I would check to see if the text message is correct or not.

Re: How do you get help???

Community_QA — Sat, 15 Oct 2022 02:52:17 GMT

@Frustrateddude how much data you have? check your device usage first, don't always assume PM system counted wrong