topic Re: Unable to submit a ticket successfully in Get Support

Unable to submit a ticket successfully

Hummingbird — Sun, 04 Jun 2023 21:50:01 GMT

I have been trying ALL day to submit a ticket because I was overcharged when my plan updated today. I have not been able to successfully submit a ticket via my self service account. All I get are error messages and at other times blank screens and other times just kicked off and have to start all over again logging in. How can get in contact with a CSA to get this billing error corrected?

Re: Unable to submit a ticket successfully

Handy1 — Sun, 04 Jun 2023 21:49:24 GMT

@Hummingbird Here’s how

please

Message support directly

while your already here and logged in the community

you can send a private message To CS_Agents by clicking >>>>>>>>here.

Re: Unable to submit a ticket successfully

computergeek541 — Sun, 04 Jun 2023 21:49:37 GMT

@Hummingbird wrote:
I have been trying ALL day to submit a ticket because I was overcharged when my plan updated today. I have not been able to successfully submit a ticket via my self service account. All I get are error messages and at other times blank screens and other times just kicked off and have to start all over again logging in. How can get in contact with a CSA to get this billing error corrected?

Is the ticketing process giving you a generic error message? You'll need to send a private message to the username CS_Agent. https://productioncommunity.publicmobile.ca/t5/user/viewprofilepage/user-id/22437

Re: Unable to submit a ticket successfully

LitlLdy — Sun, 04 Jun 2023 22:52:35 GMT

@Hummingbird , Please try again, it worked for me as of now!

Submitting a support ticket through the Virtual Assistant/Chatbot is now working again!

You can select Click here to submit a ticket↗ !

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

You can submit a ticket through the virtual assistant. “This method uses the ticketing system for a faster response time”.

Alternatively, You can send a private message to a CS_Agent: -> https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 “This method takes longer to receive a response back”.

Customer Support Agents are available from:

Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox at the top right of this page (envelope icon to the left of your community avatar).

Re: Unable to submit a ticket successfully

Hummingbird — Mon, 05 Jun 2023 00:05:30 GMT

@computergeek541

I did message CSA directly at the link you and several others have provided. I have no idea if it got through successfully. And there is not an email envelope symbol at the top right of my community screen so I'm not sure I will receive any answer from them. I also just checked details in my PM account and ALL of my rewards have disappeared and the projected bill for Sept 2 ( the next renewal date as I changed to a 90 day plan) is now changed (and now incorrect as well). I have $9 every 30 days on the old reward system and I do not want to lose that!

Re: Unable to submit a ticket successfully

Handy1 — Mon, 05 Jun 2023 00:10:02 GMT

@Hummingbird Click your avatar top right of page. , you will see a drop down menu go to messages or use this link to your in box

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

Re: Unable to submit a ticket successfully

dust2dust — Mon, 05 Jun 2023 00:08:55 GMT

Yeah the mobile version doesn't show the envelope. The non-mobile does.

Re: Unable to submit a ticket successfully

hTideGnow — Mon, 05 Jun 2023 00:11:25 GMT

HI @Hummingbird if you are using Mobile browser, the Envelope icon is not there, but click on your Avatar, there is a Message there. I think they need to hide the envelope icon on mobile page because of lack of space

Re: Unable to submit a ticket successfully

Hummingbird — Mon, 05 Jun 2023 01:00:40 GMT

@Handy1

Thank you so much for that bit of important info!!! 😊

If they are going to make important changes like that they need to inform us .

Thank you, I am happy to find that I did get a reply from CSA ... Hopefully Daniel can get everything straightened out quickly and satisfactorily for me.

Re: Unable to submit a ticket successfully

Handy1 — Mon, 05 Jun 2023 01:01:30 GMT

@Hummingbird Fingers crossed !

Re: Unable to submit a ticket successfully

Hummingbird — Mon, 05 Jun 2023 01:09:40 GMT

@LitlLdy

Thanks for your suggestions.I did try again as you suggested but I still get an error message and to try again. And as for the email envelope, it does not show on my screen but thanks to those who knew and shared that on a mobile device you have to click the avatar to get a drop down list that shows it. I don't why they changed it, it always showed before!

Anyway I'm happy to say that I did get a response from a CSA and am hoping for a quick and satisfactory solution .

Re: Unable to submit a ticket successfully

LitlLdy — Mon, 05 Jun 2023 01:16:42 GMT

@Hummingbird wrote:
@LitlLdy
Thanks for your suggestions.I did try again as you suggested but I still get an error message and to try again. And as for the email envelope, it does not show on my screen but thanks to those who knew and shared that on a mobile device you have to click the avatar to get a drop down list that shows it. I don't why they changed it, it always showed before!
Anyway I'm happy to say that I did get a response from a CSA and am hoping for a quick and satisfactory solution .

@Hummingbird , that’s so frustrating! I’m sorry. Submitting a support ticket through the virtual assistant/chatbot is successfully working for me! I use my browser in private/incognito mode. I can’t figure out why you’re not able to! 😕

I have responded back to the support ticket stating some are still unable to use that method!

Edit: Sorry, I didn’t know you were using a mobile device to do that! I would have told you the private mailbox is hiding in your avatar! I’m using an iPad & mine is still visible not hiding! No wonder Customers are having difficulty! 😕

Re: Unable to submit a ticket successfully

Handy1 — Mon, 05 Jun 2023 01:16:03 GMT

@Hummingbird Oh good , I’m sure they will be able to fix you all up in no time . Hang in there your almost there .

Re: Unable to submit a ticket successfully

Hummingbird — Mon, 05 Jun 2023 22:15:56 GMT

Thank you everyone who replied here yesterday and for all your help. Thanks especially for providing direct links as the chat bot submit a ticket method never did work. I'm happy to report that the CSA was able to verify that I was actually overcharged and they added a credit to "Available Funds" that will be applied to my next bill. 😊

I'll just be certain to check that the same error does not happen next cycle. For anyone wondering about 90 day plans, and if you are on the old/original rewards system, your rewards ARE supposed to be applied for EACH 30 days, just as they would be on a normal 30 day plan. So since you pay upfront for all 90 days you should receive credit for 3X your points upfront as well.

Thanks again everyone for being such a great, helpful community! 😊

Re: Unable to submit a ticket successfully

Handy1 — Mon, 05 Jun 2023 22:19:25 GMT

@Hummingbird Happy to hear it’s all sorted out for you