topic The human touch in Get Support

The human touch

dillpickles — Tue, 11 Jul 2023 01:01:03 GMT

Been with Public Mobile a couple of years now. The service and price are what fits my budget.

I have been having issues with my account lately -- when I check my call history, all the numbers I have allegedly called are unfamiliar to me and the calls that I have made do not show up on my call history. Plus data usage does not fit with the times I have used data. I suspect that my login information has accessed someone else's account.

I am concerned that there is a mixup somewhere it the Public Mobile system and my security is at risk.

I would like to discuss this issue with a human who has some ability to correct the problem but I can't figure out a way to contact a human at Public Mobile.

Does anyone in the community know how to contact a human at Public Mobile?

Re: The human touch

HALIMACS — Tue, 11 Jul 2023 01:04:54 GMT

@dillpickles

The numbers you are likely seeing end in 4001. These are calls being forwarded to voicemail when incoming calls are not answered.

As far as the data, public mobile only updates the buckets twice daily (for the preceding 12-hour time frame of data consumption) so the time they are updated does not reflect the time the data is actually used.

ADDING:

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

Use the ticketing system for a faster response time. Click here to create a support ticket, then type Customer Support Agent, then Contact Us, or,
Send a private message to Customer Support Agent by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: The human touch

softech — Tue, 11 Jul 2023 01:04:23 GMT

@dillpickles

first, are those phone numbers end with 4001? if so, they are the voicemail numbers. Called got routed to VM because you didn't pick up or you were checking VM will be showing on the usage log

For data, was it a problem about the timestamp of the data being used?
PM does not update the data usage constantly. In fact, it only update it twice a day.
So, any entry you see is just a total usage between that timestamp and the timestamp of the previous entry. The early morning usage you see on the Usage log does not mean it was used in the morning but a total usage for the last 12 hours.

Also, for correct usage reading, always use Incognito mode to login My Account to avoid reading cached old info

And if any doubt still, PM supports are your friends, message them here:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: The human touch

Handy1 — Tue, 11 Jul 2023 01:06:45 GMT

@dillpickles Sorry there no live support but you can engage support through private message

message support directly

while your already here and logged in the community you can send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: The human touch

dillpickles — Tue, 11 Jul 2023 01:15:47 GMT

Again, thank you