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Customer support during COVID-19 situation

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

Mayor / Maire

Good to know. Take care now. Thanks.

Mayor / Maire

Thanks for keeping us informed.


- Please start with the community giving as much information about your plan and problem as possible. Check back often to see if more information has been requested and to implement suggestions given. Don’t forget to let the community know if suggestions have helped and/or solved your problem.


- Community members put more effort into fully understanding the problem first before instructing the person to contact a moderator when not enough info has been collected to determine that moderators will be necessary (that’s what they pay us for)!





- Resist the urge to post personal info such as phone number, account number, name, address or voucher activation number. All and any of that info is solid gold to a villain trying to scam you and empty your bank account of it's $$.

The Moderator Team may ask for it but none of the Community Forum folks need it or would ask for it.


Don't post it voluntarily on any forum board.

Model Citizen / Citoyen Modèle

@Alan_K  Seems I'm thanking you a lot recently but once again thank you for keeping us up to date in this ever changing situation. Stay safe everyone.  Cheers

Deputy Mayor / Adjoint au Maire

Stay safe and thanks for the update.

Mayor / Maire

@Alan_K  Thank you so much for your care, PM! Stay safe and healthy everyone!

@Alan_K  Thanks for the update....keeping pm s customers informed during this crisis helps to keep us calm and at ease as we try to wait out the daily changes to our lives. With so much time on our hands....thumb twiddling, head scratching the community is itching to help out other customers experiencing issues. Please ask your questions, answer our questions about your phone model, your plan and promo or your activation date. If we can solve your issue without directing you to the moderators we stay busy and the reduced moderator team can handle the urgent issues only they can rectify. We are here to us alleviate our boredom. Otherwise see you in the lounge.....its still open since we can all safely social distance ourselves.

Model Citizen / Citoyen Modèle

thanks for the update !