topic Re: mailed SIM card has not arrived, and chat bot/customer service messaging are having trouble in Get Support

mailed SIM card has not arrived, and chat bot/customer service messaging are having trouble

g_s — Fri, 26 May 2023 04:43:48 GMT

The email I received said my SIM card would arrive in 5-10 business days. It has been 12. If I had known it would take this long I would have simply gone to a store. Is there any chance it may till arrive? I don't need two sim cards.

Also, the chat bot said it is "currently experiencing an issue with [the] ticket submission form" and directed me to send a message to "@CS_Agent" but this was not possible as the recipient field simply said "no match found." Not a promising start to my Public Mobile experience.

Re: mailed SIM card has not arrived, and chat bot/customer service messaging are having trouble

DDM69 — Fri, 26 May 2023 04:45:29 GMT

Send a private message to the Customer Support Agent by clicking here

Re: mailed SIM card has not arrived, and chat bot/customer service messaging are having trouble

softech — Fri, 26 May 2023 04:46:52 GMT

@g_s

Sim card delivery from PM online could be as many as 3 weeks

However, since it has been over 10 business days, you can open ticket with PM support to confirm if they got the order and if the sim card is on the way. They might offer to resend you another one or ask you to buy one form local Telus/Koodo/MobileKlink store and reimburse you the extra cost

1. Open ticket via Chatbot at: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Click "Yes, I'm a customer", then click "Sign In", once signed in, ignore the choices and type "Sim card order"
Then click "Contact Us". Finally click "Click here to submit a ticket ↗ " and you can open the ticket

2. Or if you have trouble with Chatbot, 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: mailed SIM card has not arrived, and chat bot/customer service messaging are having trouble

Dunkman — Fri, 26 May 2023 04:58:10 GMT

@g_s

There was a recent announcement for delayed PM SIM card shipping:

https://productioncommunity.publicmobile.ca/t5/Announcements/Ongoing-Issue-for-SIMS-purchased-prior-to-5-17-2023-Delayed-SIM/td-p/981681

You could contact customer service agent, but likely just need to wait unfortunately.

Re: mailed SIM card has not arrived, and chat bot/customer service messaging are having trouble

BKNS27 — Fri, 26 May 2023 05:01:31 GMT

@g_s

PM had issues with shipping out SIMs last week if you ordered the SIM prior to May 17. So there will be a delay…maybe arrives 3 weeks.

https://productioncommunity.publicmobile.ca/t5/Announcements/Ongoing-Issue-for-SIMS-purchased-prior-to-5-17-2023-Delayed-SIM/td-p/981681

Re: mailed SIM card has not arrived, and chat bot/customer service messaging are having trouble

g_s — Fri, 26 May 2023 18:19:01 GMT

Thanks for the response. Order # is 343447

Re: mailed SIM card has not arrived, and chat bot/customer service messaging are having trouble

hTideGnow — Fri, 26 May 2023 18:23:30 GMT

HI @g_s this is just a forum, please message CS agent directly with your order # for them to help

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