topic Re: Email hacked in Get Support

Email hacked

sjoyner — Mon, 12 Dec 2022 22:34:42 GMT

I am needing assistance with getting my account email changed. I have the old email the password and username I have the 4 digit pin the phone with the sim card. Just need assistance. Please and thank you.

Re: Email hacked

kb_mv — Mon, 12 Dec 2022 22:35:26 GMT

@sjoyner wrote:
I am needing assistance with getting my account email changed. I have the old email the password and username I have the 4 digit pin the phone with the sim card. Just need assistance. Please and thank you.

@sjoyner You can contact a Customer Service Rep one of 2 ways.

1. 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 have trouble with Chatbot: Private message CS Agent at:

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

In either case you should receive a reply within 48 hours though they are typically much faster. Keep an eye on the envelope icon top right for replies.

Re: Email hacked

computergeek541 — Mon, 12 Dec 2022 22:36:20 GMT

@sjoyner wrote:
I am needing assistance with getting my account email changed. I have the old email the password and username I have the 4 digit pin the phone with the sim card. Just need assistance. Please and thank you.

To change the e-mail on the Public Mobile account, please open the link of https://widget.telus.tiia.ai/publicmobile/publicmobile.html and after that has been opened, type "change self serve e-mail address" into the chatbot window.

Re: Email hacked

computergeek541 — Mon, 12 Dec 2022 22:37:25 GMT

@kb_mv wrote:
@sjoyner wrote:
I am needing assistance with getting my account email changed. I have the old email the password and username I have the 4 digit pin the phone with the sim card. Just need assistance. Please and thank you.
@sjoyner You can contact a Customer Service Rep one of 2 ways.

1. 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 have trouble with Chatbot: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
In either case you should receive a reply within 48 hours though they are typically much faster. Keep an eye on the envelope icon top right for replies.

Please be aware that all tickets should be going through the chatbot for the initial contact (and not private messaging).

Re: Email hacked

kb_mv — Mon, 12 Dec 2022 22:41:46 GMT

@computergeek541 wrote: Please be aware that all tickets should be going through the chatbot for the initial contact (and not private messaging).

@computergeek541 That is why the private messaging option is listed number two and prefaced with "If you have trouble with chatbot". It is not unusual for people to have difficulty submitting a ticket with Chatbot for any number of reasons. Rather than them getting frustrated to the point of getting upset over it, they can opt for #2 without having to come back here and seek more assistance.

Re: Email hacked

computergeek541 — Mon, 12 Dec 2022 22:44:52 GMT

@kb_mv wrote:
@computergeek541 wrote: Please be aware that all tickets should be going through the chatbot for the initial contact (and not private messaging).
@computergeek541 That is why the private messaging option is listed number two and prefaced with "If you have trouble with chatbot". It is not unusual for people to have difficulty submitting a ticket with Chatbot for any number of reasons. Rather than them getting frustrated to the point of getting upset over it, they can opt for #2 without having to come back here and seek more assistance.

I do undrerstand that but all too often what happens is people just refuse to use the chatbot and go directly to private messaging. I'm aware that you're not suugesting that people do that, but when that happens, customers are sabotaging their own customer service experience by slowing down the response time.