Community

Starlitejr · ‎05-08-2023

New sim does not work. Tried in another phone. It is not detected. My number has been ported to Public Mobile so i have no cell connection!

I have created two tickets. 9 hours ago but no reply in the community private message. No call to my alternate contact phone.

Does customer support monitor this chat board?

Note: Public Mobile has already charged my credit card for this month but with no service provided I am very concerned with this situation.

computergeek541 · ‎05-08-2023

@Starlitejr wrote:
New sim does not work. Tried in another phone. It is not detected. My number has been ported to Public Mobile so i have no cell connection!

I have created two tickets. 9 hours ago but no reply in the community private message. No call to my alternate contact phone.

Does customer support monitor this chat board?

Note: Public Mobile has already charged my credit card for this month but with no service provided I am very concerned with this situation.

While customer support agents do sometimes visit the message forum, are support is done through the ticketin process. Likely, the service was never porperly privisioned to your SIM card. As for the alternate phone number, that's usually only used for number porting issues. As your Public Mobiler service isn't working at all, this issue is unlreated to number porting. Service is supposed to work at Public Mobile before porting has even completed, at least for outgoing communication activities. Try restarting yoru device, and also check the compability of your device Which model is it? Other than that, you'lre going to need to allow the Public Mobile customer support agent to contact you. On a side, please always open tickets using the chatbot (rather than sending a private message) as chatbot tickets are automtically given higher priority.

softech · ‎05-08-2023

@Starlitejr yes, there are support staff but they don't usually monitor the board here.

How you open the ticket? via Chatbot or private message? did you check your Community inbox for their reply?

If you are not even able to make outgoing calls, it is simply a sim provisioning issie and an easy fix for PM

I suggest you use both methods to open another ticket again. Support will respond you tomorrow morning and things will get sorted out:

1. Please open ticket via Chatbot (requires access to My Account) using direct link: https://publicmobile.ca/chatbot.

Start by typing "Contact agent ", then click "Contact Us", then click "Other", click "Click here to submit a ticket ↗""
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: 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 to you there