topic Re: Support is terrible - is there anyway to actually speak to a human? in Get Support

Support is terrible - is there anyway to actually speak to a human?

sb3 — Wed, 30 Nov 2022 02:06:40 GMT

My daughters cell phone isn’t working because the credit card expired and we no longer have access to the email we set it up with. I’ve been trying to have someone change the email to mine or at least update the expiry. I cannot get anyone to actually help. They just keep sending back useless replies or suggesting my 13 year old sets up her own support account. Frustrated and ready to switch providers.

Re: Support is terrible - is there anyway to actually speak to a human?

HALIMACS — Wed, 30 Nov 2022 02:09:14 GMT

@sb3

They WILL update the e-mail address and reset login credentials in this situation.

Try again.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Support is terrible - is there anyway to actually speak to a human?

softech — Wed, 30 Nov 2022 02:09:10 GMT

@sb3 sorry, PM support is all online. it is a different model, but once you got used to it, ti is not bad

For help to log back into My Account to change credit card:

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: 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: Support is terrible - is there anyway to actually speak to a human?

NDesai — Wed, 30 Nov 2022 02:09:45 GMT

@sb3 Sorry to hear that you are having trouble reaching to @CS_Agent. Try sending them a private message from your end with all the account details so they can change your email and allow you to login without authentication to update the payment details.

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: Support is terrible - is there anyway to actually speak to a human?

sb3 — Wed, 30 Nov 2022 02:09:47 GMT

I have done this but they just keep responding without fixing the problem. Seems like I’m talking to a robot.

Re: Support is terrible - is there anyway to actually speak to a human?

Community_QA — Wed, 30 Nov 2022 02:10:12 GMT

another person looking for life person 🤣

open ticket and they reply quick

if you need to resume service quick, get voucher from stores and use *611 to load

Re: Support is terrible - is there anyway to actually speak to a human?

NDesai — Wed, 30 Nov 2022 02:12:02 GMT

@sb3 wrote:
I have done this but they just keep responding without fixing the problem. Seems like I’m talking to a robot.

Not sure why that is so difficult for them understand. Simply tell them your daughter's line is suspended and you are looking to update the payment details. However, you are not able to login. Tell them to update your email address so you can login.

Re: Support is terrible - is there anyway to actually speak to a human?

hTideGnow — Wed, 30 Nov 2022 02:23:33 GMT

HI @sb3 were they trying to validate the owner of the account?

if the account was using your daughter's name , then just answer as her to get pass the validation

if you need to resume service quick , consider getting voucher from stores like SDM or online at recharge.com

Re: Support is terrible - is there anyway to actually speak to a human?

darlicious — Wed, 30 Nov 2022 02:47:29 GMT

@sb3

If you cannot get customer support to update the payment card or change the email address tonight then purchase a pm voucher and add it thru 611 or by calling 1 855 4PUBLIC and entering your daughter's 10 digit phone number.

This post contains up to date info on pm vouchers and alternative methods of payment.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-How-to-use-a-Voucher/td-p/846594

Once you pay thru 611 and it automatically reactivates the account you can recieve the 2FA verification code via SMS text. 2FA can be disabled on the profile page of the self serve account.

Re: Support is terrible - is there anyway to actually speak to a human?

Harmony116 — Wed, 30 Nov 2022 03:22:50 GMT

If you can figure out how to speak to a live person, please let us all know.

Absolutely insane company.

Re: Support is terrible - is there anyway to actually speak to a human?

hTideGnow — Wed, 30 Nov 2022 03:24:35 GMT

@Harmony116 wrote:
If you can figure out how to speak to a live person, please let us all know.
Absolutely insane company.

HI @Harmony116 Yes, I know how to talk to live person, just open ticket with them and the live person will reply you on community inbox

Please open ticket at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

Re: Support is terrible - is there anyway to actually speak to a human?

Psygineer — Thu, 01 Dec 2022 15:32:30 GMT

When I needed to change my mother's email, because she is changing ISPs and will lose access, I had to make a community account with her email that matched the account. After that, they changed the email address in a matter of minutes on her payment account, and I updated her community account. It's perhaps annoying for you to have to make a community account for her specifically, but you could do it just to avoid this frustration you are having, and then just ignore the account afterwards. I never actually even verified her community account, so not having access to the old email probably won't matter.

Re: Support is terrible - is there anyway to actually speak to a human?

bondmi — Thu, 01 Dec 2022 15:43:38 GMT

Not having live, phone CS is what helps keep the costs down on PM. You can message a customer service agent and they will address your issue via the community and generally in 10-25 min. You can message CS_Agent for assistance.

Re: Support is terrible - is there anyway to actually speak to a human?

Harmony116 — Fri, 02 Dec 2022 09:31:49 GMT

Thanks for your help. I fixed the problem. I went to Mint Mobile. $20/month for 3 months, and I getb3 months free. This gives me 10 GB data, unlimited talk/text. Sweet deal and I phoned, talked to a live person. A lot of our World is going to automation, but it's hard to beat the process of talking to a friendly/knowledgeable live person. Public Mobile will never be able to match this kind of customer service, until they eliminate their archaic Community program.

Re: Support is terrible - is there anyway to actually speak to a human?

bondmi — Fri, 02 Dec 2022 10:13:17 GMT

Well to my knowledge, Mint Mobile is NOT available in Canada it is a US MVNO. But if you are happy thats all that matters.

Re: Support is terrible - is there anyway to actually speak to a human?

Psygineer — Fri, 02 Dec 2022 13:53:35 GMT

It's not. They have a landing page for it, but it just has a ticker at the top saying it is not available and a video.
"We're sorry Canada. We really would love to provide you with premium wireless ...." Curious if Harmony116 signed up for the USA site and are going to learn they paid for something they cannot access properly. Who knows.

Re: Support is terrible - is there anyway to actually speak to a human?

sb3 — Fri, 02 Dec 2022 15:11:47 GMT

I have done this. There is no actual help because we don’t have the email address. Will likely end up switching companies after this experience. A phone number would have solved this if I could actually talk to someone instead of the robotic responses and getting sent around. Thanks for trying.

Re: Support is terrible - is there anyway to actually speak to a human?

sb3 — Fri, 02 Dec 2022 15:12:08 GMT

It’s terrible “support”

Re: Support is terrible - is there anyway to actually speak to a human?

sb3 — Fri, 02 Dec 2022 15:12:26 GMT

I’ve done this and still no where.

Re: Support is terrible - is there anyway to actually speak to a human?

dust2dust — Fri, 02 Dec 2022 15:34:58 GMT

So you can't keep track of your email addresses and that's the fault of the company. I see.

As far as support is concerned, I have been confronted with the challenge of account ownership before too. I say something like well you are seeing the verification information so what's your problem. That verifies that I have the rightful access to the account. Many regulars here "manage" multiple accounts. There's also maybe a bit of the creep factor with asking to "talk" to a daughter.

So what are you trying do in the account? You can also log in to the chatbot and do some things. Or use 611 (or 18554public)