topic Re: Need to contact Live agent in Get Support

Need to contact Live agent

V25 — Tue, 18 Mar 2025 22:40:35 GMT

How to reach agent and what is working time?

Re: Need to contact Live agent

slusagm — Tue, 18 Mar 2025 22:41:26 GMT

if you are ok, you can share your question and we can try to help

If you only want to contact Live agent, you can do so by support ticket.

open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen
Or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Need to contact Live agent

Chalupa_Batman — Tue, 18 Mar 2025 22:47:10 GMT

@V25 wrote:
How to reach agent and what is working time?

Hello @V25

There are no "Live" agents. Everything is done via tickets.

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Please use the chatbot to open a ticket: https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

If you receive an error message that you are unable to open a ticket, send a private message to a CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 .

A Customer Service Agent will reply to your community inbox here:

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

We as a community are here to help if you need it. Feel free to ask and maybe one of us may know the answer.

Re: Need to contact Live agent

V25 — Tue, 18 Mar 2025 22:54:03 GMT

How to confirm you are using wi fi data or mobile data?

Re: Need to contact Live agent

computergeek541 — Tue, 18 Mar 2025 22:55:16 GMT

Re: Need to contact Live agent

Chalupa_Batman — Tue, 18 Mar 2025 22:57:37 GMT

@V25 wrote:
How to confirm you are using wi fi data or mobile data?

That you can see on your phone really. You can see the WiFi icon if it's on. Plus, you can always turn off data on your phone while you're using WiFi.

I wouldn't call this poor service. Public Mobile is more for people who are tech savvy. Who don't really need immediate customer service and know that these forums have a lot of knowledge to help each other. I'm more self serve type of person so these forums and service is fine by me. And when I do have an issue that can't be resolved by this forum, I am able to create a ticket and usually a CS Agent responds to me within a few hours and have always been able to resolve issues. Self Serve services isn't for everyone. If you do prefer 24 hour service, you may consider Koodo or Telus.

Re: Need to contact Live agent

DDM69 — Wed, 19 Mar 2025 00:25:11 GMT

Check the settings on your device. Turn wifi off and you should be using mobile data.

Re: Need to contact Live agent

V25 — Thu, 20 Mar 2025 00:13:09 GMT

Thank you dear but the issue eventhough you log in from app and you have question again you have to go through same enter email ID and PW, why twice?