topic Re: Unable to submit support ticket in Get Support

Unable to submit support ticket

PMSingbeil — Sat, 02 Sep 2023 23:39:02 GMT

Hi there:

I have been trying to submit a support ticket but your site keeps giving me an error.

I switched to Public Mobile from Fido a few days ago but due to an error I was unable to send my reply to the confirmation sms within the 90 minute window, and as such my phone number is now working very weirdly. I am able to use data, make calls, and send sms messages; but I cannot receive most text messages (especially 2FA confirmation codes for some reason) and although I don't know if this is the result of issues with incoming calls I definitely haven't received any calls since trying to port my number.

My fido account has notably not been closed as a result of the port not going through properly, and I'd like to do that before my next bill from there comes this upcoming week.

Could someone please reach out to me to re-initiate the port process and hopefully deal with these issues?

thanks.

Re: Unable to submit support ticket

Dunkman — Sat, 02 Sep 2023 23:43:39 GMT

@PMSingbeil

Your port is stuck. You can private message CSA team instead of submitting ticket. However, for porting issues, there is the Telus porting phone number to call. I will private message you the phone number.

Send a private message to CSA through the following link :

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

Re: Unable to submit support ticket

LitlLdy — Sat, 02 Sep 2023 23:45:06 GMT

@PMSingbeil , I will send you a private message for the phone number to call for helping with the port.

Edit: Sorry, @Dunkman did 😃

Re: Unable to submit support ticket

Chalupa_Batman — Sat, 02 Sep 2023 23:49:09 GMT

@PMSingbeil Can you please post the link you were trying that gave you the 404 Error please. I think it's time someone reported it as this has been going on for a long time now.

Re: Unable to submit support ticket

PMSingbeil — Sun, 03 Sep 2023 00:06:28 GMT

Thanks all for the advice.

@kennethJAdams The support ticket site that the chatbot redirects me to is: https://myaccount.publicmobile.ca/en/account/create-ticket/U2FsdGVkX1_UlwlS0sY1KJKKzFbovUqzZyEfqIT5rhMhWpVJRznnpXVqvWhDG2OW0i5LM65s5VwEN4CVzUI_oA

The chatbot notes that there is an issue going on. A few days ago when going to this site it would show the ticket form and then give an unspecified error (ie. something along the lines of "there was an issue submitting your request") but today just trying it now it went to basically a 404 page.

Screenshots attached.

I have the following multiple times:

clearing cookies
using private browsing mode on firefox
using a different browser (edge)

all of which gave no new success.

@DunkmanThanks I will try sending CSA a DM, I am new to PM so unaware there was a difference between posting here or sending a DM.

Ticket submission sitechatbot message about "issues"

Re: Unable to submit support ticket

LitlLdy — Sun, 03 Sep 2023 19:47:43 GMT

@PMSingbeil , thanks for posting the screenshots, unfortunately the chatbot/virtual assistant has been broken for a few months!

Did they fix porting your phone number to Public Mobile & is your service working now?

Re: Unable to submit support ticket

PMSingbeil — Sun, 03 Sep 2023 20:10:34 GMT

@LitlLdy Not yet but an agent has reached out to me by private message so I’m hoping the solution is on its way soon 🙂

Re: Unable to submit support ticket

LitlLdy — Sun, 03 Sep 2023 20:14:35 GMT

@PMSingbeil wrote:
@LitlLdy Not yet but an agent has reached out to me by private message so I’m hoping the solution is on its way soon 🙂

@PMSingbeil , ok 😔. Calling the Telus porting phone number may have done that part much faster if they’re open on weekends!

Re: Unable to submit support ticket

PMSingbeil — Sun, 03 Sep 2023 20:16:59 GMT

@LitlLdy I haven’t had time to call yet today is all, and the person who she tmr the number wasn’t sure they were open so late on a Saturday.

Now that I’m connected with someone I’m hoping it should be relatively easy to resolve. I’m not in a higher rush, but I’ll probably call tomorrow if there’s no resolution by then through chat.

Re: Unable to submit support ticket

Anita_Chuang — Fri, 24 Nov 2023 02:41:49 GMT

Hi there,

May I also get the phone number please? Cause I have the same issue. Thank you very much.