Open letter to Public Mobile, Telus

[PauletteChung]

I agree completely. My debit card was renewed.  I have not used self serve in years as I had no need to. Now that I do because customer service is completely void, I had to buy a voucher.  It has been 12 hours and I have not been able to use the voucher as the website is down.

The automated service takes you in circles.  Where does that leave customers?  I can tell you, I am very close to switching to a new provider.  This kind of service in 2021 is intolerable.

[esjliv]

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@PauletteChung wrote:

I agree completely. My debit card was renewed.  I have not used self serve in years as I had no need to. Now that I do because customer service is completely void, I had to buy a voucher.  It has been 12 hours and I have not been able to use the voucher as the website is down.

The automated service takes you in circles.  Where does that leave customers?  I can tell you, I am very close to switching to a new provider.  This kind of service in 2021 is intolerable.

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@PauletteChung  - So you need to change the registered card on your Self Serve account and you cannot log in?

If you tried too many attempts and failed, you probably temporarily locked yourself out.

Time as passed now, so try again. Open a tab in incognito mode, sometimes this helps finicky websites. 

If you do not remember your password, do the 'Forgot your password' option: https://selfserve.publicmobile.ca/forgot-password/

If still having issues, as CSA to help you get back into your Self Serve account.

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

But since SIMon Bot is causing you issues, click on this link to:

Private Message to Public Mobile Customer Support Agents (CSA)

Once you get on your Self Serve account again, navigate to the PAYMENT tab, and see the bottom, left corner to update your card.

[pm-smayer97]

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@PauletteChung wrote:

....It has been 12 hours and I have not been able to use the voucher as the website is down.

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Just as a data point... the site works for me... GTA....

[Anonymous]

@PauletteChung 

* some vouchers take 24 hours to activate,

you can call 1 855 4PUBLIC and add your voucher PIN
or call *611

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

and try open one Browser incognito mode,

You will usually find it at the top or bottom of the receipt. To top up your account with a voucher, log into your  Self-Serve, account, click on the "Payment" tab, then "One-time payment". In the form that appears on the next page, click on "Payment voucher" as the payment method, enter the voucher code below, then click "Submit".

if you can't fix it you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
they can solve your issue, they are nice service Team the will help you 100%.

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

Spoiler

• 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,
• account 4 digit pin,
• 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..

[JK8]

@PauletteChung 

Try adding the voucher by dialing 611.