completely unable to reach non-simon help

[bruced]

my son's service does not work.  we are unable to log into his account.  he is on auto-pay so  there shouldn't be a problem with payment.  how to i reach an agent that can help me restore my son's service?

thanks.

[Ac561]

I get error messages repeatedly. I thought I'd try checking email they had, got a link that took me to a page requesting email!

[maximum_gato]

@Ac561 

What can we help you with? I agree since the introduction of eversafe  this service is quite horrible!

[Ac561]

I think this service is horrible, too

[maximum_gato]

@TinaMit 

Nobody will call you back. Customer support is online only. You need to submit a ticket via SIMon (at the bottom of your page) or send a private message. Then either enable email notifications of private messaging or keep an eye on your private message box the envelope icon at the top right corner of your screen next to your avatar for a little number to pop up indicating a reply from customer support. It's taking a little longer these days but should hear from them within a few hours.

Be as detailed as possible in your message in order to cut down on the back and forth so that your issue can be resolved quickly. Credits can be added to your account immediately but refunds can take up to 30 days.

Here's more info on contacting customer support....skip to the spoiler for private message efficiency advice.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/m-p/...

[TinaMit]

Good luck with that!  I am getting over charged constantly and I can't get anyone to call me back!   

[maximum_gato · Accepted solution]

@bruced 

Do you know the 4 digit account PIN #? If so you can use the card on file to make a payment via the 611/IVR system. You can also call 1 855 4PUBLIC and enter the 10 digit phone number to access 611. Payments can also be made with a pm voucher without the r digit account PIN #. More info on alternative methods of payment can be found  on the links below....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

https://productioncommunity.publicmobile.ca/t5/Get-Support/Online-Top-Up-Payments-Muskbird-com/td-p/...

https://productioncommunity.publicmobile.ca/t5/Get-Support/Point-Redemption-Bill-Credits-Account-Rea...

[softech]

@bruced   unfortunately Autopay could failed.  You can make a manual payment by using *611 if you know the 4 digits PIN.  But *611 could still be not working for some customers

So, you can also try to reset the password on the login page (or direct link: https://myaccount.publicmobile.ca/en/forgot-password) enter any possible email addresses you could have used and see if it works

if not, PM support will be your friend then, please open ticket with them

1.  Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗" 

2. if you have problem with Chatbot: 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

[DDM69]

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

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