Submit Ticket without logging in

[Gu2]

My account is not fully activated so I cannot login need to submit a ticket.

I set up an account and found out the esim would not work. I purchased a physical sim which I would like to add to the account.

I have already been charged for a month.

NEED to connect with a customer service agent without logging in so I can give info I have to either complete activation with new sim or completely cancel account and receive refund.

[lost_phone]

I've been waiting over 24 hrs. I did get an initial reply. I'm also paying for service i can't use and worried someone may have found my phone and be stealing my identity by now with my old sim. The frustrating part is that they're asking verification info one question at a time with a 10 hr+ delay between each message, instead of just stating all info they need in one msg

[hTideGnow]

HI @Gu2 

they do , and they usually reply within reasonable time.  But as you see they have the announcement out today about the slowness in response time today.    😞

and what phone do you have?

you tried scanning the QR code from the email to try to install the eSIM? you checked the phone's Sim Manager and sure the eSIM was not installed? Some people got it installed and just need to turn it on there to make it active

[Gu2]

I am wondering if there really is an agent! 4 hours no response.

[Handy1]

@Gu2  Yes sorry there was update today about the response time having issues check it out here 

https://productioncommunity.publicmobile.ca/t5/Announcements/Ongoing-Issue-Slower-Response-Times-fro...

[Gu2]

No response - 4 hours later!

[Gu2]

Thank you this is what I need! Waiting almost 2 hours now... 

[Priority]

If you are able to verify your Account with the Customer Support Agent and send them the new SIM Card Number, they'll be able to Activate it from the backend for you. 

Than when you sign in, you'll be able to get the code to your new SIM Card, everytime after the first sign in you'll have an option to 'Resend the code' to your Email. 

[hairbag1]

@Gu2 

watch the little envelop icon on top right side of page will be highlighted when they respond to you.

[Handy1]

@Gu2  They should reply with in the hour . Just keep an eye out for response in your community inbox or use this link to it 

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Gu2]

Thank you!

I have submitted a private message - how will I know if there is a response? - will it me a notification on the envelope at the top of this page?

[hTideGnow]

HI@Gu2 

you can use your current login ( @Gu2 ) to click on the link below and submit a ticket with CS agent for help

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

Ask them to help you to login as well as update your sim card to the phsyical sim card 

[hairbag1]

@Gu2 

use the link to contact CSA for their help. Welcome to PM....

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

[Handy1]

@Gu2  Here’s how to contact support 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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