topic Re: Is there anyone in the company you can actually talk to? in Get Support

Power of Attorney

HollysMother — Wed, 01 Oct 2025 17:49:14 GMT

Good Afternoon,

I have PoA for my daughter's account. Phone number ********. The phone has been destroyed so I need to do an Esim reassignment to another phone

Re: Power of Attorney

hTideGnow — Wed, 01 Oct 2025 16:31:21 GMT

hi @HollysMother

you can do it yourself. Just download PM app, login with your daughter's credential, go to Account,then Purchase sim card and choose eSIM

Re: Power of Attorney

HollysMother — Wed, 01 Oct 2025 16:33:31 GMT

I haven't been able to log into her account. I have been trying to do this for a while. She signed the POA docs giving me authorization for her account to make any and all changes but I cannot access the account

Is there anyone in the company you can actually talk to?

HollysMother — Wed, 01 Oct 2025 16:42:41 GMT

I need to speak with someone in Customer Service. Is there a way to contact CS?

Re: Is there anyone in the company you can actually talk to?

hTideGnow — Wed, 01 Oct 2025 16:46:55 GMT

hi @HollysMother

PM does not have phone support on the phone, everything is done online via 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 unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
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: Power of Attorney

HollysMother — Wed, 01 Oct 2025 17:16:00 GMT

She cant remember her email pw as everything was saved to her phone. I cant change the email password because it sends the 6 digit verification code to her phone number, which is unavailable because her phone was destroyed. Im just trying to swap the number to a different phone, but am running into wall after wall. Is there a manager, Ops manager, Director, VP, anyone who can receive the PoA papers and get this straightened out?

Re: Power of Attorney

hTideGnow — Wed, 01 Oct 2025 17:24:44 GMT

hi @HollysMother just message PM support agent as above, they will reply and help

Re: Power of Attorney

CSA_PM — Wed, 01 Oct 2025 18:03:25 GMT

Hello @ HollysMother,

If you’re unable to log into your online account to activate an eSIM, you’ll need to purchase a physical SIM card, and an agent will help you activate it.

Re: Is there anyone in the company you can actually talk to?

Mimisters — Wed, 01 Oct 2025 20:08:06 GMT

I know what you mean the service is horrible.

Re: Power of Attorney

HollysMother — Fri, 03 Oct 2025 20:44:03 GMT

Are you support? If so can you help me access my daughters account? I am the power of attorney and need her account number

Re: Power of Attorney

hTideGnow — Fri, 03 Oct 2025 20:46:32 GMT

hi @HollysMother

yes, @CSA_PM is the support here.

but you need the account number or you need the activation done first?

Re: Power of Attorney

HollysMother — Fri, 03 Oct 2025 21:52:26 GMT

I dont have the account number. I have the power of attorney which is legally the same as being the account holder. I just need to speak with someone who can make a decision