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Customer support during COVID-19 situation

Alan_K
Deputy Mayor / Adjoint au Maire

To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help. 

 

To have your questions answered as quickly as possible, access support 24/7 via our Help Articles, our chatbot SIMon, or start a conversation in our friendly Community. 

 

IMPORTANT: So what does this mean if I have an issue right now?

For the time being, we ask that you consider the following pointers about customer support:

 

  • Please reach out to our Moderator team only if your matter is urgent so that we may prioritize critical cases first while support is run with fewer team members. 
  • The best way to submit a ticket with support remains with submitting a ticket via our virtual assistant, SIMon, so that our Moderators receive all the pertinent information from the get-go. Only one ticket submission per issue is required.
  • If your matter is not urgent, please use other methods of support until further notice, or consider holding off on the support request until a later point in time 

 

We appreciate your patience and understanding during this time, as we continue to work together through these difficult times. This page will be updated as the situation develops.

 

-Public Mobile Community Team

220 REPLIES 220


@bbarwich wrote:

I have a reoccuring charge on my credit card and don't have a public mobile phone or account.  What is the charge for? I will be cancelling my card to stop this charge.


Did you ever have a PM account ? If so, is it possible that old account is still active ?

Rather than cancelling the credit card...you could call the credit card company and have a stop future payment to PM.

@bbarwich 

      If the reoccurring charge is listed PUBLIC MOBILE call your credit card company and get the transaction# and merchant details and come back here to contact the moderators. You'll be able to give them all the info they require to trace the account that is connected to the charges. Once it's determined they are erroneous they will be able to do a charge back (refund) to your credit card.

Vythilingam
Great Neighbour / Super Voisin

I am a public mobile customer. Recently my mobile phone account is suspended saying not enough find for auto pay. But it is not true. There is enough funds in my auto pay bank account. How can I activate the account now. 

 

Vythilingam
Great Neighbour / Super Voisin

Actually enough fund is in the account. Even though they didn't get the money from the account in may. Now account is suspended 

@Vythilingam  if you have enough funds hot the reactivate button. If it still doesn't work.

 

Try the following to get plan re-activated again. (Just keep going down the list)

 

  1. Restart your phone
  2. Lost/Stolen trick 
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    wait a couple of minutes and then declare your phone found by using the same steps from above and restart your phone.

  3. Add $1 to your account funds

If none of the above methods work submit a ticket to the Moderator Team for help.

Go into your self service account and 20200519_120048.jpg

Stay safe.

learn4ever
Good Citizen / Bon Citoyen

Stay safe, healthy and strong. Thank you for all the essential workers still keep this country running.

rhbcc
Great Citizen / Super Citoyen

thank you for the help and support during this unprecedented time of our lives.

The lease we could do it wash hands, wear a mask, physically distance yourself from others and use a lot of common sense. Take care everyone.

Kiravanskiver
Good Citizen / Bon Citoyen

COVID sucks, stir crazy

stevenanto
Model Citizen / Citoyen Modèle

@Kiravanskiver Ajuste looking at some of my friends post on social media they are getting to be very aggressive towards each other and venting out their different views. It’s madness lol