topic Re: I need to speak to a customer support agent. in Get Support

I need to speak to a customer support agent.

Randy17 — Tue, 18 Jul 2023 01:55:18 GMT

Re: I need to speak to a customer support agent.

Handy1 — Tue, 18 Jul 2023 01:58:13 GMT

@Randy17 Here’s how

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: I need to speak to a customer support agent.

softech — Tue, 18 Jul 2023 01:59:25 GMT

@Randy17

do you mind to share your question? maybe the Community can help quicker?

but if you want to check with support instead, please 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: I need to speak to a customer support agent.

Randy17 — Tue, 18 Jul 2023 02:29:08 GMT

This was my communication on the link suggested to get to a customer support agent. Please help me out. Signed up for a $40 15GB plan in march. It took quite a procedure to get it but finally got the telephone part of the plan working but never got the data. Contacted public to get this rectified to no avail. Nobody responded to me. I had a work phone and got an ok to use it as a personal phone too so I added data to it to use and let my public account lapse until they fixed my account. Public has still never contacted me except to remind me to pay for my next months payment. After the first couple of attempts to contact them in March my sign in with them no longer worked and I have been unable to contact them to get that corrected. Today someone suggested that I register with a new account sign in using a different email and name. I have done that and that is how I am contacting you now. In March I paid $40 for an account that I got phone only which I could have gotten for $15 payment. I would like to keep my account and current phone number with you but I don't want to pay again for something that I am not receiving. Please if I could just talk to somebody to get this straightened out. I realize you don't have a help desk trying to keep your costs down but this is ridiculous. When my son in stopped working I had no way to talk to you. You must be able to work out a better system than that. This message to you is an awful roundabout and underhanded way to get to talk to you but it was the only option I could think of. Please contact me!

Re: I need to speak to a customer support agent.

softech — Tue, 18 Jul 2023 02:32:34 GMT

@Randy17

data issue is usually APN

what brand and model of phone do you have?

a quick way to get proper APN is to click Reset All Networks and see if it works

if not, then you have to manually update the APN (if you are using Android). compare your current APN with below and update accordingly

APN: sp.mb.com
Proxy:
Port:
Username: <blank>
Password: <blank>
Server:
MMSC: http://aliasredirect.net/proxy/mb/mmsc
MMS Proxy: mmscproxy.mobility.ca
MMS Port: 8799
MCC: 302
MNC: 220
Authentication Type: Not Set
APN Type: default,supl,mms
or   default,mms,agps,supl,fota,hipri
   (might need to include DUN for hotspot, please note case sensitive)
APN protocol: IPv4
APN roaming protocol: IPv4
APN enable/disable: APN enabled
or  Turn APN on/off APN turned on
Bearer: Unspecified
MVNO (Mobile virtual network operator) type: GID
MVNO (Mobile virtual network operator)value: 4D

Re: I need to speak to a customer support agent.

BKNS27 — Tue, 18 Jul 2023 05:20:20 GMT

@Randy17

I agree with @softech that it is an APN issue not set correctly on your phone.
If you are having problems setting the APN on your phone. Let us know what is the make and model of your phone so we can help by guiding you step by step on how to set the APN.