topic Re: How the hell do I navigate this ridiculous community. I need to talk with a live person in Get Support

How the hell do I navigate this ridiculous community. I need to talk with a live person

Maverick4 — Wed, 21 Dec 2022 20:23:18 GMT

I need to talk to a real person

Re: How the hell do I navigate this ridiculous community. I need to talk with a live person

softech — Wed, 21 Dec 2022 20:24:40 GMT

@Maverick4 you made it, you found the right place!!!

To engage support, please open ticket using chatbot:

1. Please open ticket via Chatbot (need 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 have trouble with Chatbot or you don't have access to My Account: 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

But if you don't mind to share your question, post here and we can probably quicker than agent

Re: How the hell do I navigate this ridiculous community. I need to talk with a live person

Jacksl — Wed, 21 Dec 2022 20:28:05 GMT

I agree. A stupid waste of time. I can't even pay my bill. Or better yet set up auto payment. Now my acct is frozen. Good thing I'm retired.

Re: How the hell do I navigate this ridiculous community. I need to talk with a live person

Hollister — Wed, 21 Dec 2022 20:30:18 GMT

@Jacksl wrote:
I agree. A stupid waste of time. I can't even pay my bill. Or better yet set up auto payment. Now my acct is frozen. Good thing I'm retired.

To avoid problems with self service/account you need to clear your browser cache and then open a new browser window in incognito.

Re: How the hell do I navigate this ridiculous community. I need to talk with a live person

Quigley — Wed, 21 Dec 2022 20:44:53 GMT

@Maverick4

Sorry, but there's no call center to call and all help is only online.

For account specific related problems like billing or network connection, your best to get help from a Customer Support Agent.

Use the Chatbot Simon to get a service ticket started first.

Re: How the hell do I navigate this ridiculous community. I need to talk with a live person

statusquo — Wed, 21 Dec 2022 20:58:50 GMT

I agree with you that it sometimes is confusing how to navigate the separate community and self serve account but once you poke around and try a few things along with reading some of the post it becomes easier. The cookies and cache does seem to be a big problem with public mobile so I always try to use incognito mode or make sure I clear my cookies as well.

If you run into problems with payments you can also buy a voucher from 7/11 or most gas stations and other places and then dial 611 on the phone to add the voucher.

Re: How the hell do I navigate this ridiculous community. I need to talk with a live person

Maverick4 — Wed, 21 Dec 2022 21:02:01 GMT

I have bigger problems than payment. I’d like to talk to someone regarding tgese

Re: How the hell do I navigate this ridiculous community. I need to talk with a live person

statusquo — Wed, 21 Dec 2022 21:09:58 GMT

Yes it would be nice on rare occasion to be able to talk with a customer rep instead of submitting a ticket but I haven't read any posts where that was possible yet. Others have given you links to contact the support people which can be very quick too but I think it would also depend on how busy they are with other customers too.

Re: How the hell do I navigate this ridiculous community. I need to talk with a live person

softech — Wed, 21 Dec 2022 21:13:05 GMT

@Maverick4 open ticket first, they might invite to for web chat depends on the type of enquiry

Re: How the hell do I navigate this ridiculous community. I need to talk with a live person

popping — Wed, 21 Dec 2022 21:18:49 GMT

If you did you pre -activation research first, you will find out that PM does not have call centre and no online live chat. PM is using a member help member support model. When your issue needs to access your account, member will recommend you to create a support ticket to get help from a CS Agent. CSAs are PM employees.

@Maverick4what is your issue with your account?

@statusquoThank you for helping tips.

@statusquoAgree. After learning how PM support community works, it will be easy to get your help.

Re: How the hell do I navigate this ridiculous community. I need to talk with a live person

statusquo — Wed, 21 Dec 2022 21:21:26 GMT

Thank you and yes it does seem to get easier the more you look around the website and pick up tips from others around here.