New Account Activation Failed

[MinOmni]

Useless app failed, this is the second account I am trying to set up.

The first I tried an eSim this time a different phone with a physical sim and the useless app still failed to activate.

Gives notification to contact customer support which links to one of the most useless chat bots, because it says your can always connect with a customer support agent but it will just throw you into a loop with the contract us link which just begins prompting for a topic again.

So this is my desperate attempt to get some help here.

Not a great first impression.

[MinOmni]

I will say once connected with the customer service they've been relatively responsive.

Just waiting on the number port now

[esjliv]

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@MinOmni wrote:

Thanks @JRod - but I still don't see why is it so difficult to share that contact information publicly, even if the chat bot had to be asked for it.

I mean the when the app failed it provides a link to contact customer support agent, except it's not it's just the chat bot and it won't connect you to an agent...I tried several iterations and it only gives the contact us button, which restarts the chat bot session.

Oh well, request submitted.. Thanks again.

I don't mind using this platform to engage, but having a community member provide the contact point is a bit silly.

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@MinOmni - I 100% agree with your last statement as well @MinOmni .

@J_PM - why is it that customers need to find out from other customers how exactly to contact Public Mobile Customer support via Private all the time?

The old Get Help Article used to show this; the new one does not. Also, tucking this information away in the Help Articles is not a very accessible way of providing this to Public Mobile's customer base, IMHO.

[JRod · Accepted solution]

@MinOmni 

I agree 100%. It’s widely known that the chatbot doesn’t work half of the time and for some reason nothing gets done about it.

All we can hope for is that at some point it gets fixed or it correctly redirects to the community mailbox more often.

[MinOmni]

Thanks @JRod - but I still don't see why is it so difficult to share that contact information publicly, even if the chat bot had to be asked for it.

I mean the when the app failed it provides a link to contact customer support agent, except it's not it's just the chat bot and it won't connect you to an agent...I tried several iterations and it only gives the contact us button, which restarts the chat bot session.

Oh well, request submitted.. Thanks again.

I don't mind using this platform to engage, but having a community member provide the contact point is a bit silly.

[JRod]

@MinOmni 

Please click this link below to message customer service. Unfortunately the chat bot is broken and hardly works most of the time for creating a ticket. They will be able to get your sorted.

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

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).

There also is a live chat specifically for new customers having issues with activation:

https://services.telus.com/chat/publicmobile/chat-pm.html?portal=publicmobile&language=en