topic Re: How can I talk with a agent in Get Support

How can I talk with a agent

Rolynick — Mon, 10 Nov 2025 22:40:43 GMT

How am I able to speak with an agent? A week ago I was able to talk with agents directly in the chat. Now it wants me to submit a ticket and wait forever. I submitted ticket Monday it is now Thursday and I’ve heard nothing back. I still haven’t received my sim, impossible to get ahold of anyone.

Re: How can I talk with a agent

hTideGnow — Thu, 03 Apr 2025 15:29:25 GMT

hi @Rolynick

what is the issue with your service? maybe Community can help

or you can ask PM support agent by submit ticket

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: How can I talk with a agent

Rolynick — Thu, 03 Apr 2025 15:35:16 GMT

My issue is I tried that on Monday, it is now Thursday and I still haven’t heard anything back. Last week it was allowing me to directly chat with a agent, now it’s saying I have to submit tickets which aren’t even being answered so I’m getting quite frustrated at this point it seems impossible to even get a answer.

Re: How can I talk with a agent

hTideGnow — Thu, 03 Apr 2025 15:50:41 GMT

HI @Rolynick

there is no "direct chat" here with PM. The chat you had was likely a Chatbot AI

Submit a ticket and real agent will message you back and assist

Re: How can I talk with a agent

Rolynick — Thu, 03 Apr 2025 15:53:55 GMT

That is strange as I haven’t screenshots that I had with an agent in the chat, it wasn’t a bot. I’ve been submitting tickets since Monday with 0 reply I’m at my wits end here with it already.

Re: How can I talk with a agent

gordy1 — Mon, 10 Nov 2025 19:15:54 GMT

Maybe it’s time to switch providers if this keeps up.