How Do I contact Customer Support!??

[WhisConn]

I am unable to submit a ticket through the chat bot link - the link refuses to log me into my community account.... yet here I am logged into my community account with the exact same credentials !?

I have gone through all the pages of activating a new sim, the webpage froze at the last step of processing payment for 15minutes. Now my account apparently doesn't exist but at the same time I am unable to activate using that sim number.

Help!

[BDLO]

Public Mobile has the worst support I've ever encountered. All I want to do is pay my account and restore my service. The bot doesn't understand and I can't contact an agent. 

[BKNS27]

@WhisConn 

If you didn’t enter your credit card number on the final page then you haven’t completed the activation.

Try clearing your cache and go into incognito and try the activation process again.

If that fails, you will need to contact a PM CS Agent to help you with completing your activation.

[t_p]

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@WhisConn wrote:

I am unable to submit a ticket through the chat bot link - the link refuses to log me into my community account.... yet here I am logged into my community account with the exact same credentials !?

I have gone through all the pages of activating a new sim, the webpage froze at the last step of processing payment for 15minutes. Now my account apparently doesn't exist but at the same time I am unable to activate using that sim number.

Help!

---

@WhisConn 

If the SIM is not working , you need to contact CS via one of these 2 methods. But first use a browser in private/incognito mode to prevent website errors:

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Since you haven't completed activation , they will need to ask several questions to help you complete the process .

After sending the message, watch your community inbox for their reply.

[darlicious]

@WhisConn 

You need to log in with your self serve credentials to submit a ticket via Simple--Simon. Otherwise send a private message to customer support.

Spoiler

Send a private message...   Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:  

1. Full name and address on pm account. ( Or province and postal code for newer accounts.)
2. Email, phone # and pin #.

If  you cannot remember your pin # include at least three ( if they apply)of the following:

1.  Date of birth (n/a on newer accounts.)
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Account #.
10. Frequently called/texted phone numbers in the last 30 days.  

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's (formerly moderators.) Responding promptly will speed up service times.

 Do not post any of this info in the community only in your private messages when communicating or contacting the CSA/Moderator_Team.

  To send a private message to the CSA's (formerly moderators) click below
: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[HALIMACS]

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@WhisConn wrote:

I am unable to submit a ticket through the chat bot link - the link refuses to log me into my community account.... yet here I am logged into my community account with the exact same credentials !?

I have gone through all the pages of activating a new sim, the webpage froze at the last step of processing payment for 15minutes. Now my account apparently doesn't exist but at the same time I am unable to activate using that sim number.

Help!

---

@WhisConn 

If your payment card shows the amount was charged, you're likely well on your way.  (EDIT:  like @esjliv wrote...)

Definitely try the resetting/rebooting options mentioned.

If there are no pending charges equal to the plan amount you chose, then you'll want to contact the CSA's for activation assistance.

[Anonymous]

@WhisConn 

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: For public mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck.

[esjliv · Accepted solution]

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@WhisConn wrote:

I am unable to submit a ticket through the chat bot link - the link refuses to log me into my community account.... yet here I am logged into my community account with the exact same credentials !?

I have gone through all the pages of activating a new sim, the webpage froze at the last step of processing payment for 15minutes. Now my account apparently doesn't exist but at the same time I am unable to activate using that sim number.

Help!

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@WhisConn  here is how....but this may be fixable without them..

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Customer Support Agents (CSA)

Where you charged for the activation?

If so, insert your SIM and see if you have any services.

Try one or more of the below:

*turn off your phone, leave off for a few minutes, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*reset network settings on your device

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/