topic Re: Please help this problem is a few months old in Get Support

Please help this problem is a few months old

TingYuen — Mon, 16 Jan 2023 21:15:19 GMT

My dad xxx Ming xxxx has an account with Public Mobile (Owned by Telus) .

I need your help with Ming's Public Mobile. Since I am taking care of Ming's account, other than my initial entry to his account, I have not been able to sign back in because the security questions are either a text for the security code or an email address.

Since I don't live close to my dad and he is legally blind and 91 years old, he can't see the text that you've sent to him. And he also doesn't remember the password to his email address.

I have tried numerous times to solve the problem via the Simon robot but both times I run into the dilemma of missing the email password or text. As you can see it is a catch-22 problem which led me to seek help

Re: Please help this problem is a few months old

Handy1 — Sun, 15 Jan 2023 16:59:28 GMT

@TingYuen @Remove your personal information below your name to the right arrow button tap it and edit

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: Please help this problem is a few months old

hTideGnow — Sun, 15 Jan 2023 16:59:22 GMT

Hi @TingYuen we are just customers here,please delete your phone number as we don't need that to help

For your issue, you can open ticket with PM support and seek help that way

at : https://publicmobile.ca/chatbot.

First type Forgot Login,
then select the only choice there: "Contact..",
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: Please help this problem is a few months old

HALIMACS — Sun, 15 Jan 2023 17:03:20 GMT

@TingYuen

contact the Customer Support Agents to update the e-mail address (username) on the subject account to one that YOU HAVE ACCESS to,
ensure/request that for any verification requirements or other messages from Public Mobile, that these are then sent to THAT new e-mail address
update the new e-mail address onto the attached Community account by going under the avatar upper right, down to My Settings, then update the e-mail address there.

Re: Please help this problem is a few months old

TingYuen — Sun, 15 Jan 2023 17:05:08 GMT

Tried that and it did not work.

Re: Please help this problem is a few months old

hTideGnow — Fri, 17 Feb 2023 13:27:26 GMT

hi @TingYuen

in your case, only agent can help. if you have troubles open ticket with Chatbot, please message them here

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

Re: Please help this problem is a few months old

TingYuen — Sun, 15 Jan 2023 17:07:34 GMT

Tried that too.

Re: Please help this problem is a few months old

hTideGnow — Sun, 15 Jan 2023 17:09:21 GMT

hi @TingYuen if you tried that, you opened ticket? what PM agent said?

Re: Please help this problem is a few months old

TingYuen — Sun, 15 Jan 2023 17:10:22 GMT

Ask me to send out a ticket and wait for an answer.

Re: Please help this problem is a few months old

Handy1 — Sun, 15 Jan 2023 17:10:25 GMT

@TingYuen @You should first really edit your post and remove personal phone # this is a public forum . In my last post there’s a link to direct message a CS agent give that a try

Re: Please help this problem is a few months old

TingYuen — Sun, 15 Jan 2023 17:11:04 GMT

unfortunately they are all robots.

Re: Please help this problem is a few months old

HALIMACS — Sun, 15 Jan 2023 17:11:19 GMT

You are unable to process a support ticket ?

Have you, specifically, tried this @TingYuen :

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.

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: Please help this problem is a few months old

HALIMACS — Sun, 15 Jan 2023 17:13:08 GMT

@TingYuen

The ticketing system starts with 'robots', it's called SIMon the chatbot.

It helps you get to the process of submitting a support ticket.

Once a Customer Support Agent (a real person) gets to the ticket, they'll respond to you in the private message box, accessible upper right in the envelope icon. You'll see a number on the envelope to signal there's a message there.

Re: Please help this problem is a few months old

hTideGnow — Sun, 15 Jan 2023 17:15:30 GMT

hi @TingYuen no. when you open ticket it is not robot to reply

please open ticket, message them and chexk your Community inbox for human replies

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

Re: Please help this problem is a few months old

TingYuen — Sun, 15 Jan 2023 17:19:29 GMT

I tried that too, it always needs confirmation via the old email address or via text. My dad does not remember his password nor can he see his text and I don't live close to him. It's a real catch 22 situation.

Re: Please help this problem is a few months old

HALIMACS — Sun, 15 Jan 2023 17:21:21 GMT

@TingYuen

Sounds like the only option is a direct message to the Customer Support Agents. In that message, tell them the account holder's limitations and you are helping to update the file.

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.

Re: Please help this problem is a few months old

TingYuen — Sun, 15 Jan 2023 17:28:42 GMT

Thank you, I just sent a private message, I hope this will help. Thank you so much. I am hoping and praying to resolve this.

Re: Please help this problem is a few months old

TingYuen — Sun, 15 Jan 2023 17:30:40 GMT

BTW how do I edit my initial message to remove the phone number?

Re: Please help this problem is a few months old

Handy1 — Sun, 15 Jan 2023 17:31:27 GMT

@TingYuen @Read my bottom post first message you received

Re: Please help this problem is a few months old

hTideGnow — Sun, 15 Jan 2023 17:35:35 GMT

hi @TingYuen to update, go back to the post, click down arrow and the Edit Message