topic Re: Account number in Get Support

Account number

Brian68 — Tue, 28 Mar 2023 22:02:17 GMT

How can I access an account when I don't know the email or password

Re: Account number

DDM69 — Tue, 28 Mar 2023 22:09:21 GMT

You'll have to submit a ticket for this, if you forgot your login information.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. 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, or,
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.

It may take a day or 2 to hear back.

Re: Account number

hairbag1 — Tue, 28 Mar 2023 22:08:33 GMT

@Brian68

you can send message to CSA for their help. Watch the little envelop icon on top right side of page will be highlighted when they respond...

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

Re: Account number

maximum_gato — Tue, 28 Mar 2023 22:15:06 GMT

@Brian68

You can get your basic account info by calling 611 or 1 855 4PUBLIC and enter your 10 digit phone number. When you activated did you do so instore or online? If instore did you ever finish creating your self serve account online?

You can try the possible email addresses you used at activation and select the forgot password option and send it to your email and check if the link shows up in your usual emails (check your spam/junk folder too). If you still cannot find it or you never finished creating your self serve account you will need to contact customer support with either "forgot login credentials" or "create self serve account" as the subject.

Click on SIMon at the bottom of your page to submit a support request or if that gives you the runaround send a private message by clicking below....

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

Keep an eye on your private message box the envelope icon at the top right corner of your screen next to your avatar for a little number to pop up indicating a reply from customer. Typically they respond within the hour. Responding promptly will speed up wait time.

Re: Account number

maximum_gato — Tue, 28 Mar 2023 22:23:56 GMT

@DDM69

A day or two? When's the last time you submitted a support ticket? Those kind of wait times were typical up until the end of 2019 but have only been experienced a couple of times for a week or so since then. If you don't respond to a reply from customer support within 48 hours the ticket will be closed.

Regular wait times can take up to 4 hours but may be 1 to 2 hours. 90% of my wait times when sending a private message (the apparent slower method vs a support ticket thru SIMon) are up to 30 minutes. The majority between 10 to 20 minutes.

Re: Account number

DDM69 — Tue, 28 Mar 2023 22:41:29 GMT

@maximum_gato

2 weeks ago. Response took about 12 hours

Re: Account number

maximum_gato — Tue, 28 Mar 2023 23:19:40 GMT

@DDM69

True during large system issues the wait time can increase to the maximum 24 to 48 hour wait times. I guess the implementation of VoLTE affected many more customers than it appeared judging by posts in the community. Thanks for your feedback.