topic Re: Trying to return a phone in Get Support

Trying to return a phone

smrobertson — Sat, 14 Jan 2023 18:40:08 GMT

How do I return my newly purchased ‘used’ iPhone purchased online through Public Mobile?

I have followed the process online and am unable to ‘submit’ the online Ticket that is required to initiate this process. No amount of communication with the online chatbot has helped either. The ticket submission system is flawed it seems. I am now stuck with a phone that doesn’t charge or even turn on.

Re: Trying to return a phone

Handy1 — Sat, 14 Jan 2023 18:40:47 GMT

@smrobertson @You need to contact support

Getting help from agent

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

Or get help right here in the community

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: Trying to return a phone

esjliv — Sat, 14 Jan 2023 18:41:30 GMT

@smrobertson - try the 2nd method to submit a ticket if SIMon Bot is giving you issues.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Trying to return a phone

hairbag1 — Sat, 14 Jan 2023 18:41:45 GMT

@smrobertson

before starting the process of returning the phone..make sure to log in to your account using incognito mode. Use Firefox web browser.

Re: Trying to return a phone

HALIMACS — Sat, 14 Jan 2023 18:43:37 GMT

@smrobertson

Before trying to submit a ticket, clear your system cache and cookies and open an incognito tab.

Then try again.

Have you tried using a different lightning charger to charge the iphone? Give it a shot.. and let it sit on charge for 30 minutes to see if it does anything.

Re: Trying to return a phone

dust2dust — Sat, 14 Jan 2023 18:44:53 GMT

Or the second - second method of using the pin option rather than the login option. After entering your community login, choose the pin option. It will need the name and number on the account and your 4 digit account pin. If you can login to your account and you forgot this pin then you can reset it in the account.

Re: Trying to return a phone

Amandalk745 — Sat, 14 Jan 2023 23:02:55 GMT

If you log into your online self serve, at the top right hand side click the three lines drop down menu, at top of that you will see get help, click that, it will bring you to the community page, at the top once you have signed in there should be an envelope at the top right side click on that which should then bring you to your inbox where you will see a small white square with a pen like symbol, click that, that will bring you to a ticket under send to put cs_agent and your issue in subject and what you need to know in text box and they usually respond within 40 minutes.