topic Re: I can't file a ticket. in Get Support

I can't file a ticket.

kitkate — Sat, 26 Aug 2023 16:57:40 GMT

So, I had to replace the defective sim card I was sent upon sign-up, and I can't get a ticket submitted for a $10 refund.

I've deleted the data and cache, I've restarted my browser multiple times, I've used a private window. ERROR: XXX is all I see.

How is it possible that the ticket system is this freaking bad?

Re: I can't file a ticket.

maple_leaf — Sat, 26 Aug 2023 05:35:15 GMT

Hi @kitkate ,

See if this link works for you whilst signed in to your Community account: Submit a Ticket . Type "Ticket" in SIMon (chatbot) to get a ticket started and submitted. Hope this helps.

Re: I can't file a ticket.

dust2dust — Sat, 26 Aug 2023 05:40:11 GMT

Or if that is still broken then use this:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: I can't file a ticket.

BKNS27 — Sat, 26 Aug 2023 07:23:16 GMT

@kitkate

Where did you purchase the SIM because it is rare that a SIM is defective?

You can only activate the SIM on the PM app and access your account on the website and app once the SIM is activated.

Re: I can't file a ticket.

Priority — Sat, 26 Aug 2023 12:19:25 GMT

The ticket system hasn't been working since the change and transition to EverSafe ID in May.

Use one of the links provided from the user's below to message a Customer Support Agent directly on The Community for Support.

Re: I can't file a ticket.

esjliv — Sat, 26 Aug 2023 13:35:06 GMT

@kitkate - how do you know the SIM card is defective? What troubleshooting have you tried? Perhaps customer support can fix things in the backend to get it working.

Ways to contact Public Mobile Customer Support (CSA) below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], and bottom right corner of the page (See the Chat Bubble). It sounds like you tried this method...what if you tried a different device to access Chatbot? When you open Chatbot, type "Contact Us", then go from there.

2-OR, go to your ENVELOPE at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message. Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support.

Re: I can't file a ticket.

kitkate — Sun, 27 Aug 2023 23:56:36 GMT

I know the sim was defective because people calling me would get dead air about half the time before the answering machine picked up, and it wouldn't ring through. A new sim card (from a telus shop) fixed it, the old sim was mailed when I set up my account last month.

Thanks for the suggestions, I'll try number 2 as the chatbot version was what was giving me errors.

Re: I can't file a ticket.

kitkate — Sun, 27 Aug 2023 23:59:27 GMT

The old sim was mailed when I set up the account last month. Honestly, it was pretty odd -- people complained that they'd have to try to call me multiple times until it would actually ring through, otherwise they'd just get dead air before the answering machine clicked on.

I went from koodoo to PM, so it's not the network or the phone, and a new sim that I bought at a telus store fixed the problem.

Re: I can't file a ticket.

kitkate — Mon, 28 Aug 2023 00:06:02 GMT

It almost worked that time, except there's a red banner across the top of the screen that says "There seems to be an error submitting the ticket" when I go to send it.

So... nope. Still nothing.