topic Re: Ticket in Get Support

Ticket

Lizblad — Sat, 04 Mar 2023 16:26:52 GMT

How do I contact an agent and get a service ticket? I have tried all the suggestions in the Community but nothing works.

Re: Ticket

softech — Sat, 04 Mar 2023 01:22:51 GMT

@Lizblad what is the issue you are facing? do you mind to share?

if it is about voice issue,

PM confirmed the voice issue and is working on it

https://productioncommunity.publicmobile.ca/t5/Announcements/Open-Issue-Service-Impacts/td-p/955119

But to open ticket, here are the 2 ways

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

Re: Ticket

Lizblad — Sat, 04 Mar 2023 01:54:21 GMT

It is a voice issue. I can now text but I can’t call home to Canada from Florida . I bought the US talk and text for 15 days plan. I guess I’ll wait till tomorrow to see if they fix it. Thanks for the help.

Re: Ticket

juliezzz — Sat, 04 Mar 2023 02:55:08 GMT

You can create a ticket through chatbot about your issue and staff will reply you through private community inbox. Make sure you login and check back the inbox. (There was no email indicate to you when they reply)

Re: Ticket

Dunkman — Sat, 04 Mar 2023 16:28:32 GMT

@Lizblad

US roaming talk is hit and miss at the present time with Public mobile. Try to connect to T mobile network for voice.

The issue with Public mobile US roaming at the present time is the decommissioning of 3G Networks in the USA.

According to Public mobile,

PM will have T mobile 2G network for US roaming.(for talk)

Voice and SMS text will still work.

Data will work on LTE, but will switch over to 2G to make a call.

However, the quality of service will vary depending on the different coverage areas when roaming in the USA.

Public mobile is working on a long term solution, but that will take time.

Here is some more info:

https://www.publicmobile.ca/en/on/get-help/articles/us-roaming

https://productioncommunity.publicmobile.ca/t5/Get-Support/US-Roaming-Add-ons-Decommissioning-of-US-3G-HSPA-Networks/td-p/843202