topic Is support not answering private messages anymore? in Get Support

Is support not answering private messages anymore?

AveragePerson — Mon, 19 May 2025 02:58:49 GMT

I sent a message to them two weeks ago and haven't received a response yet.

Re: Is support not answering private messages anymore?

slusagm — Mon, 19 May 2025 01:51:35 GMT

they are answer message as usual. But you expect not as quick the service when it is a long weekend

if you are worry, open a Chatbot ticket as well

Re: Is support not answering private messages anymore?

Chalupa_Batman — Mon, 19 May 2025 01:53:33 GMT

@AveragePerson wrote:
I sent a message to them two weeks ago and haven't received a response yet.

If you are able to log into your account, this is the proper way to contact a CS agent.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

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

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

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.

Re: Is support not answering private messages anymore?

Dunkman — Mon, 19 May 2025 01:58:41 GMT

@AveragePerson

Did you submit a ticket? Or directly private message? Public mobile recommends submitting a ticket since it suppose to be faster, helps track issues, etc.

Customer service agent usually will respond within a few hours. Since you have not gotten a response from two weeks ago, you can resubmit a ticket. Probably expect a response by tomorrow sometime.

BTW, any specific issues that community members can help with? We often can provide advice that does not require CSA involvement.