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How to Navigate the Community

Catherine_T
Retraité / Retired
Retraité / Retired

There’s a lot you can do on the Public Mobile Community, but we also recognize that it can be a bit overwhelming if you are new to the platform.

 

In this post, we will do a deeper dive into the following:

  • Searching for a Solution
  • Asking a question
  • Answering a question
  • Bravos and Accepted Solutions
  • Reporting inappropriate content
  • Private Messaging

Searching for a Solution

If you’re looking for a solution, try typing in keywords in the Community search bar.

J_PM_0-1684921181265.png

For example, if your question is related to bill payment, try searching for “payment”:

J_PM_1-1684921301056.png

Our search bar will display suggested threads related to your keyword. If the thread has a green checkmark on the left (as shown in the screenshot above), that means there has been an “Accepted Solution” to the thread. Once you go into the thread, you will find a link to the solution.

J_PM_2-1684921396780.png

 

Asking a question

Can’t find a solution? Don’t worry, you can also ask a question on the Community.

To ask a question, follow these steps:

 

  1. Click on “Ask a Question”.

J_PM_3-1684921486864.png

  1. Fill in the “Subject” and “Body” fields. Tip: be as descriptive as possible. When describing your question, try to be as descriptive as possible. Providing enough context in your question can speed up the process significantly as it’ll help limit back-and-forth between Community members asking for more information. As a reminder, please remember to NOT share any personal information such as your account number, credit card information, phone number, etc. Don’t forget to add a label! Add the labels that best fit your posts from our label bank. Labels keep our Community questions organized and makes it easy for everyone to find what they’re looking for. You must add at least 1 label to your post.

Jade_S_4-1641327225354.png

 

You can also customize your question setting such as enabling email notifications when Community members respond to your post, adding file attachments, including a cover photo and so on.

 

Answering a question

To search for questions to help answer, a great starting point is the “Recent Replies” and “Recent Topics” sections on the Community home page. These sections are updated real-time with questions or discussions that are taking place on the Community.

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If you’re especially knowledgeable in a certain area, you can also find questions by using our label filter located in our advance search options. To access this the label filter, simple type in your question or topic in the search bar. On the top left corner of the results page you will see the Labels filter. This will give you a drop down of specific topics to select and filter your search journey.

 

Similar to asking a question, relevance and detail are important factors when answering questions. The more detailed and thorough answers are, the faster finding a solution will be. That said, helpful partial answers are still better than nothing. Just make sure you don’t post any personal account information such as credit card numbers, phone numbers, etc.

 

Bravos and Accepted Solutions

If a question has been solved, click “Accept as Solution” on the corresponding response to let everyone know.

J_PM_5-1684921787550.png

 

If there was a response that you think contributed a lot of value to the conversation, give it a “Bravo” by clicking on the thumbs up button.

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Reporting Inappropriate Content

We want our Community to be welcoming, respectful, and friendly. Offensive and rude comments are not welcome, and if you see anything that does not meet our Community Terms of Service, let us know by clicking the ‘Report Inappropriate Content’ button.

 

Private Messaging

To read, reply, or send a private message, click on the envelope icon to the left of your profile picture.

Jade_S_1-1641327453158.png

 

When drafting a private message, you will need to input who you’re sending the message to, the title of the message, and the message itself.

 

Jade_S_0-1641327437982.png

 

We hope this guide was helpful!

 

- The Public Mobile Team

 

 

 

 

 

 

 

 

 

 

41 REPLIES 41

pjhawk1
Good Citizen / Bon Citoyen

wow, we retirees need to stick together and give great help. thanks

ishankas
Great Neighbour / Super Voisin

Thank you. This is helpful for the new members to get the overall idea of the community.

darlicious
Mayor / Maire

@nickcoleman1 

You can use Simple--Simon to submit a support ticket or send a private message to customer support via the link at the link at the bottom of my post. However if you explain the issue we can likely help you fix your roaming issue unless you need the roaming add on removed, changed and/or a credit issued. Did you add funds and then go back to purchase the add on? Have you rebooted your phone and manually selected at&t or T-Mobile?

 

 

 

 

 

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #

@nickcoleman1   What exact problem you have with Roaming?  maybe you can share and we can try to help

 

Of course you can always open ticket with PM Support:

1. If you have access to My account: Click on the bubble on the lower right or https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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


**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

 

nickcoleman1: If you still see the amount you paid in your balance then you need to go back to purchase and buy the add-on. It's 2 steps. As above with the network and also for data make sure roaming is on. And don't buy another talk add-on until at least 240 hours after you buy the first one.

HI  @nickcoleman1   Roaming problem, Make sure you change the Network operator from Automatic to T-Mobile or AT&T 

 

But if you still want to open ticket with PM CS Agent,  here you are:

At : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

 

  1. type: "Forgot log in information"
  2. Then Click "Contact Us"
  3. Finally Click "Click here to submit a ticket"
  4. you will then direct to another page to open ticket.

Once ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

 

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):


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

 

nickcoleman1
Great Neighbour / Super Voisin

Who do you send a message to with account-specific questions?  i.e. when roaming is not working?

matteo1
Good Citizen / Bon Citoyen

no problem

Lakshyam
Great Neighbour / Super Voisin

You can click the "Browse" on the top left of your screen and it will give you various topics that you can look in!

@swhite18 

Either click/tap on browse the top left corner of your screen or on Community beside it and scroll down to the bottom of the landing page to find all of the boards also listed there.

 

Choose the board you think suits your subject matter. Click/Tap on "Ask a question". Put a brief subject title in the subject bar. Then move down and type your question and any pertinent info in the blank post box and hit the dark green post button at the bottom right. And done!😃

swhite18
Good Citizen / Bon Citoyen

Just read how to navigate the community and can’t see where you find the list of boards so as to ask a question. The info provided doesn’t say where to find the list of boards. Thanks.

welcome to PM, welcome to the community!!

 

While you browse around the Community site, remember to drop by the Lounge.  Although the topic there might not be PM related, but we so have some interesting discussions there as well.

1AndreiDragos
Great Neighbour / Super Voisin

The screen shots are a very nice visual! 

Koombassi
Model Citizen / Citoyen Modèle

As a newbie, this information is invaluable. Thank you. 

skyscanner20152
Good Citizen / Bon Citoyen

It is a very useful to communicate in community, ideas can make solutions.

Mossmyster
Good Citizen / Bon Citoyen
  1. The best way is just to spend time clocking every option and learning your way through it.   That’s how I was able to learn and it becomes easier over time I promise


@Josee80 wrote:

Ok let's get to it then!!


@Josee80     Hmm...okay, sounds like a plan...but not sure exactly what that plan is.   🤔  

Did you want to explain it a bit more?  😊

Josee80
Great Neighbour / Super Voisin

Ok let's get to it then!!


@kiasoul wrote:

If the message is from the Moderation Team

who do you send the massage that title does not come up?


Hi @kiasoul you address your message to the Moderator_Team.

 

If the Moderator_Team sent you a message, click Reply, and the message will be addressed automatically to the Moderator_Team.

 

If you need more information, just ask.

 

RosieR

Anonymous
Not applicable

 @kiasoul : If you've received a private message from the moderator_team then click on the envelope in the upper right area and then click on the subject line to fully read it. There you can reply.

If that's what you mean.

kiasoul
Great Neighbour / Super Voisin

If the message is from the Moderation Team

who do you send the massage that title does not come up?

Skookumchuk
Good Citizen / Bon Citoyen

Thanks for this overview. I found it very helpful.

Creanne22
Good Citizen / Bon Citoyen

It's very hepful.

Journey1999
Great Neighbour / Super Voisin

This has been very helpful thank you!!

Joewillier
Great Citizen / Super Citoyen
 

Joewillier
Great Citizen / Super Citoyen
 

Joewillier
Great Citizen / Super Citoyen

Yes

LD1
Good Citizen / Bon Citoyen

Thanks

sahildeepsingh
Good Citizen / Bon Citoyen

it's a spam.  Report and then Delete.

Thanks

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