Private Message

[Desperate]

I’m desperate to speak with a Human.  Any way you can make this happen?

[slusagm]

@Answers1 you should be able to get the code using email or voicemail.  did you try?

but PM can help for sure.  

 Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble with open ticket using Chatbot, then message them using this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage    

[Chalupa_Batman]

---

@Answers1 wrote:

I have to switch my phone number to a new phone because I lost mine; orchange the email or phone contact on my 2 step verification ; or allow me to port my number to another phone provider. I lost my phone in the ocean.  They want to send codes to it for verification.  Not happening!! I can’t access my emails either.

---

Hi @Answers1 

Lost it in the ocean? Wow, that's a loss that's hard to take. Sorry to hear that. Depending on your ringtone, would be funny to call it non stop and annoy some fishes in the ocean! 🙂

A member of the community has posted twice in this same thread on how to contact a Public Mobile agent. Feel free to use one of those links. 

With regards to porting to another phone provider, allow me to share this. If you choose to port from Public Mobile to either Koodo or Telus, you don't have to worry about a 2FA code. Because all three brands are under the same company, porting to Koodo or Telus shouldn't be an issue. The only issue comes if porting to another service provider. Hope this helps. And once again, sorry to hear about the phone. 

[hTideGnow]

hi @Answers1 , are you @Desperate ?

yes, you likely need PM agent to help to sort it out.

 But you can first try to get the code via email or voicemail. At the 2FA, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or "Send Voice Message" (if you are trying voice message, call yourself using a different phone and press * at the greeting and enter Voicemail pin)

if that does not work, then please open ticket using this link:

   https://expert-messaging.publicmobile.ca/guest/chat/
          At the Chat, type "Submit Ticket", then type "Connect Agent", and type "Connect Agent" again.  Then login to open ticket
Support agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

Remember: Support hours of operation: 9 AM to 10 PM ET             

[Answers1]

I have to switch my phone number to a new phone because I lost mine; orchange the email or phone contact on my 2 step verification ; or allow me to port my number to another phone provider. I lost my phone in the ocean.  They want to send codes to it for verification.  Not happening!! I can’t access my emails either.

[Chalupa_Batman]

Hello @Desperate 

Allow me to be the first to ask....  what issues are you having? Maybe the community could help?

On a side note, Public Mobile has always been a self serve service that uses these forums as points of contact to get help. If that isn't something you're comfortable with after this issue is resolve, if it's resolved, you may wish to consider porting to Koodo as they have a 1-800 number to speak to a live human agent. If you can log into your account, you can see what offers are given to you to port to Koodo.

[hTideGnow]

hi @Desperate 

i already posted the way to open ticket, please check my post above

[Desperate]

how do I get to send a private message

[porcupine]

Sorry that doesn't work here only way is to contact an agent for help 

[BKNS27]

@Desperate 

The chances is slim to none to speak to an agent. PM is an online self-service so everything is done through dm.

https://expert-messaging.publicmobile.ca/guest/pre-chat 

I have been with PM for about 5 years and never spoken to an agent. Only through pm/dm.

[hTideGnow]

sorry @Desperate 

PM is online only.  And only one way to "talk" to human via message, you need to submit ticket

 You can submit a support ticket right at My Account and PM app using the  Expert Messaging in one of these ways:

• My Account on a browser: Login and click Message Centre on the left pane to Start a Chat
• Public Mobile App : Login, and Go to Support page, click Chat with an Agent, and Start a chat
• If unable to access My Account/PM app, submit a ticket here using the your current Community login (or use another email to create a new Community account):   https://expert-messaging.publicmobile.ca/guest/chat/
  
  At the Chat, type "Submit Ticket", then type "Connect Agent", and type "Connect Agent" again.  Then login to open ticket
  (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or "Send Voice Message")     

Support agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

Remember: Support hours of operation: 9 AM to 10 PM ET