topic Re: Contact customer support in Get Support

Contact customer support

tkindrid — Tue, 16 May 2023 21:08:43 GMT

So apparently, you have to contact customer support through a community private message? What do you do if you don't have access to messages? I can't send or receive. I want to inquire about a refund for a useless roaming add on I bought that didn't work while I was out of town.

Re: Contact customer support

esjliv — Tue, 16 May 2023 17:29:38 GMT

@tkindrid - to submit a ticket to customer support Public Mobile Representatives (CSA), they can be contacted by either two methods, found here:

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

Do you mean you don't have access to message in your Community OR your phone device?

Re: Contact customer support

softech — Tue, 16 May 2023 17:30:06 GMT

@tkindrid since you are posting here, you do have access to the Community inbox. The community inbox is the envelope icon on top right or this link:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

To engage support for refund request

1. Please open ticket via Chatbot (requires access to My Account) using direct link: https://publicmobile.ca/chatbot.

Start by typing "Contact agent ", then click "Contact Us", then click "Other", click "Click here to submit a ticket ↗""
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

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: Contact customer support

hTideGnow — Tue, 16 May 2023 17:40:02 GMT

HI @tkindrid

yes, you need your Community message to reply CS agent.

you said you cannot send and receive, do you see the envelope icon ?

If not click on the Avatar,then click on Preference , then click on Private Message. Make sure you have enabled Turn on Private message there

To open ticket, best to use Chatbot at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
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: Contact customer support

tkindrid — Tue, 16 May 2023 18:53:58 GMT

I don't have access to messages in community, which is apparently how you contact them, or they contact you, as the case may be

Re: Contact customer support

tkindrid — Tue, 16 May 2023 18:55:18 GMT

Yes, that is the problem. I have no access to messages in the community page. I don't have the icon, and when I have tried to follow the link from other pages, it tells me I do not have permission to access that feature

Re: Contact customer support

tkindrid — Tue, 16 May 2023 18:58:46 GMT

Thank you!!! I forgot I had turned that off because of how many spam messages I was getting!

Re: Contact customer support

hTideGnow — Tue, 16 May 2023 19:26:06 GMT

hi @tkindrid happy that it helps

if your problem with the spam is that you keep getting email alerts saying you have Community message, you can disable email alert instead but keep Community message turned on