topic Re: How to open a private ticket ? in Get Support

How to open a private ticket ?

Ludovic1 — Sat, 26 Aug 2023 14:58:34 GMT

Hi,

I selected an esim but my Pixel 3 is not compatible with that. I ordered a sim card but the service activation still uses the esim card and fails.
I try to submit a ticket but the authentication fails somehow.

Can someone help to open a private ticket ?
Thank you
Ludovic

Re: How to open a private ticket ?

Dunkman — Sat, 26 Aug 2023 15:02:19 GMT

@Ludovic1

Some customers have issues with submitting a ticket recently.

Send a private message to CSA through the following link :

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

Re: How to open a private ticket ?

esjliv — Sat, 26 Aug 2023 15:02:25 GMT

@Ludovic1 TWO Ways to contact Public Mobile Customer Support (CSA) below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in various places in Public webpages, and bottom right corner of the page (See the Chat Bubble). Enter 'Contact US' to submit more quickly.

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: How to open a private ticket ?

esjliv — Sat, 26 Aug 2023 15:03:39 GMT

@Dunkman i submitted one fine yesterday. I really wonder why it is so hot and cold? Is it the 'type of issue' that is the problem? Or is it eversafe, or something else.

Re: How to open a private ticket ?

Handy1 — Sat, 26 Aug 2023 15:07:36 GMT

@Ludovic1 Here’s how . You can submit ticket private message with this direct link to support

private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: How to open a private ticket ?

Dunkman — Sat, 26 Aug 2023 15:11:17 GMT

@esjliv wrote:
@Dunkman i submitted one fine yesterday. I really wonder why it is so hot and cold? Is it the 'type of issue' that is the problem? Or is it eversafe, or something else.

@esjliv

@esjliv wrote:
@Dunkman i submitted one fine yesterday. I really wonder why it is so hot and cold? Is it the 'type of issue' that is the problem? Or is it eversafe, or something else.

Not sure why. I forward the ticketing issues to PM management and they are looking into it. At least several posts a day with people having issues submitting a ticket. While others don't have any problem.

Re: How to open a private ticket ?

Ludovic1 — Sat, 26 Aug 2023 15:16:25 GMT

Ok, I used the method provided by @esjliv , seems simple enough.
About the ticket submit issue, I was using the chatbot on my phone, it requested an authentication to submit a ticket, a web page opened, I id myself, the page went blank but I was not authenticated in the chatbox

Re: How to open a private ticket ?

esjliv — Sat, 26 Aug 2023 17:59:36 GMT

I see increased issues since May 2023 @Dunkman ; yet I am still able to submit when testing. I do use the "Other" option, so I often wonder if the issue is when those other options and different steps that follow. Or, issues verses desktop or mobile.