topic Re: how to reach an agent in Get Support

how to reach an agent

George19321 — Fri, 19 Sep 2025 01:53:21 GMT

Unable to phone out

Incoming call goes directly to voice mail

Tech checked phone and told me it was a provider problem

Dialed 611 and message said I was not registered on the network

Re: how to reach an agent

hairbag1 — Fri, 19 Sep 2025 01:40:47 GMT

@George19321

more info please...are you activating a new account or is this a prob with an existing account ?

Re: how to reach an agent

slusagm — Fri, 19 Sep 2025 01:41:15 GMT

@George19321

try reboot the phone and reset network settings. Check My Account to see if your account is active

to get PM to help,

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.) When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble using Chatbot to open ticket, then message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox, between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: how to reach an agent

Chalupa_Batman — Fri, 19 Sep 2025 01:41:31 GMT

@George19321 wrote:
Unable to phone out
Incoming call goes directly to voice mail
Tech checked phone and told me it was a provider problem
Dialed 611 and message said I was not registered on the network

If you are able to log in, 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

If you’re unable to log in to your account, please use this direct link to reach out 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

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: how to reach an agent

George19321 — Fri, 19 Sep 2025 14:21:02 GMT

Thank you for your suggestions. I am old and have medical appointments so there may be a delay today before I can

Re: how to reach an agent

George19321 — Fri, 19 Sep 2025 14:43:54 GMT

Existing account. My credit card was compromised so a new card had new numbers. I was not able to enter these new numbers and the auto renewal was soon. The only way I could enter the new info was to pay ahead. I have problems since and being 93 and tech. challenged with medical appointments today so there may be a delay before I can take action on your suggested help. Thank you