topic Customer Service Agent in Get Support

Customer Service Agent

Imsi — Mon, 05 Jan 2026 06:30:51 GMT

I'm going around in circles. I need to contact an actual agent, since my problem involves money. .The chat bot keeps sending me to the same place, but I can't reach an agent from there. All other help places send me back to the chat bot.

Help!

Re: Customer Service Agent

hTideGnow — Sun, 04 Jan 2026 22:31:35 GMT

hi @Imsi

if you cannot use Chatbot to submit ticket, them simply message PM agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Support will reply via Community inbox here within 2 to 4 hours:

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

Re: Customer Service Agent

BKNS27 — Sun, 04 Jan 2026 22:33:48 GMT

@Imsi

You can type in “Submit a Ticket” then Contact on the Chat icon or dm them.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Customer Service Agent

Frank52 — Sun, 04 Jan 2026 22:48:12 GMT

Hi @Imsi,

As others have mentioned, here is the link that you can use to write to Customer Service:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Please check back on your private messages for their response. That said, what appears to be the problem you have encountered? Perhaps we can help you in the community forum.

Re: Customer Service Agent

Imsi — Sun, 04 Jan 2026 22:51:34 GMT

Thanks for asking, but it looks like hubby's phone is too old! Just need to get our money back until he replaces it later this year.

I used the link and have a message out to customer service at last. Really appreciate all you guys replying so quickly with the answer.

Re: Customer Service Agent

Frank52 — Sun, 04 Jan 2026 22:55:55 GMT

Sorry to hear. Did he suddenly lose service with his phone or is he having problems activating a SIM through the app?

Re: Customer Service Agent

Imsi — Sun, 04 Jan 2026 23:05:16 GMT

Trying to set up a new account. We didn't realize his phone wouldn't like it! It is reasonably old!

Re: Customer Service Agent

Frank52 — Sun, 04 Jan 2026 23:11:43 GMT

Does he have a Physical Sim? If so, you can insert his SIM card into a newer phone that is capable of downloading the Public Mobile app. Once the SIM card is activated, you can remove it from the newer device and insert it into his older phone. Once done, you can remove the app from the newer phone. Customer Service can assist you through the process if needed 🙂

Re: Customer Service Agent

hTideGnow — Sun, 04 Jan 2026 23:12:46 GMT

hi @Imsi should be ok to get refund as long as the account was not fully setup and not being used yet

Re: Customer Service Agent

Imsi — Sun, 04 Jan 2026 23:34:41 GMT

Never thought of that. I've asked the agent if a 4g phone that doesn't have 5g would work on the Public Mobile system. We're using Rogers on it now.

Re: Customer Service Agent

Frank52 — Sun, 04 Jan 2026 23:46:55 GMT

Yes, that shouldn't be an issue. The main obstacle would be the activation of the physical SIM if his phone is unable to download the Public Mobile App. The workaround would be inserting his Rogers' SIM into someone else's device temporarily so that the transfer could take place. Then swap out the Rogers SIM with his Public Mobile SIM to activate it. Once the activation is completed, you can move his Public Mobile sim into his phone.

Would this be your first activation? If so, customer service can guide you if are stuck along the way 🙂

Re: Customer Service Agent

Imsi — Sun, 04 Jan 2026 23:49:40 GMT

Thanks for the offer. I've done it twice, so should be good! 👍