topic Re: Can't make service tickets, can't contact support in Get Support

Can't make service tickets, can't contact support

MirandaL — Mon, 25 Sep 2023 14:34:04 GMT

Hello,

My SIM card(s) for my phone (and my husband's) have not arrived. I tried making a trouble ticket with support, but without an order number (and unable to type N/A in the field) I can't proceed further. The chatbot sends me links to send a private message to a support agent, but without a username I can't send one.

I've tried on my phone, in the app, and on my computer. I have no way to get help and I really don't want to disappear down the social media rabbit hole.

I just want to be able to contact support and get my SIM cards, since I've been paying for our plans for half a month but can't even use them yet.

Thanks for your help.

Re: Can't make service tickets, can't contact support

Handy1 — Mon, 25 Sep 2023 14:35:22 GMT

@MirandaL Here’s how to contact support directly using this link

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: Can't make service tickets, can't contact support

Yummy — Mon, 25 Sep 2023 14:39:37 GMT

You have user name - one you logged in to Community.

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

If you cannot create a ticket through chat-bot send message directly to agent.

Re: Can't make service tickets, can't contact support

MirandaL — Mon, 25 Sep 2023 14:40:21 GMT

Did all that. Didn't have an agent's name. Thanks.

Re: Can't make service tickets, can't contact support

MirandaL — Mon, 25 Sep 2023 14:40:37 GMT

Appreciate this, thank you so much! I sent a message off. Fingers crossed.

Re: Can't make service tickets, can't contact support

Handy1 — Mon, 25 Sep 2023 14:42:28 GMT

@MirandaL They should reply with in the hour , just keep an eye on your community in box for their response . Or you can use this link to your in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Can't make service tickets, can't contact support

esjliv — Mon, 25 Sep 2023 14:49:09 GMT

@MirandaL - how long ago did you order the SIM cards? They are supposed to take about 10 working days via Canada Post regular letter mail. So you are dependant on this service.

If over that time period than contact CSA. So you already paid for plans? There really should not be any charge to customers for their plans until their SIM cards are activated, IMO. Was there an email describing how this works?

Methods 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),

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: Can't make service tickets, can't contact support

MirandaL — Mon, 25 Sep 2023 14:54:52 GMT

I was charged immediately for the plans and the SIM cards, I bought:

40GB Canada-US Data at 5G Speed

With taxes, shipping, SIM card, and all that it was 63.24 for me, and then 63.24 for him.

I have had zero information about our plans or any descriptions about how anything worked. All I received was an email "Thank you for your order" stating my order was processing. No order numbers either.

On the app, I can only log in and 'activate' my SIM. Which I can't do yet without it.

Re: Can't make service tickets, can't contact support

MirandaL — Mon, 25 Sep 2023 14:56:35 GMT

I ordered them on the 13th of September. It's been more than ten days.

Re: Can't make service tickets, can't contact support

BKNS27 — Mon, 25 Sep 2023 14:57:33 GMT

@MirandaL

The agent’s name is CS_Agent (customer service agent).

Re: Can't make service tickets, can't contact support

Handy1 — Mon, 25 Sep 2023 15:00:43 GMT

@MirandaL Once you receive the SIM card you will need to go the app to activate it . And note the charge on your card should only be pending until you activate the sim . Then the charge will go thru and be posted to your credit card .

Re: Can't make service tickets, can't contact support

MirandaL — Mon, 25 Sep 2023 14:59:03 GMT

Good to know. Thank you. 😃

Re: Can't make service tickets, can't contact support

Dunkman — Tue, 26 Sep 2023 14:24:23 GMT

@MirandaL wrote:
I ordered them on the 13th of September. It's been more than ten days.

@MirandaL

It is actually 10 business days. Tomorrow will be 10 business days.

Did you check your credit card? Were you billed the plan fee on September 13?

Re: Can't make service tickets, can't contact support

MirandaL — Wed, 27 Sep 2023 23:06:13 GMT

I was billed the plan fee on the 13th for both transactions and SIM cards as well. Still no SIM cards here.