This article will teach you how to use our online Community to find answers to your questions, and use tools such as:
The Public Mobile Community
At Public Mobile, we like to do things differently. Instead of having expensive call centres, all of our customer support is done online through our wonderful Community. The Community is your one stop shop for help, news, product information, important announcements, and sweet, sweet promotions.
When you’re registered in the Community, you’ll be able to get and give help by starting a topic or responding to questions. You’ll also be able to contact our Moderator Team about account-specific issues using private messages. If you choose not to register, you will still be able to chat with our chatbot SIMon, or search the Community for your topic. To learn how to create a Community account, click here.To check out the Community, click here.
How can I get answers to my questions?
There are a lot of ways to get help in the Community. When you start looking for answers, we recommend you do the following:
The Public Mobile Moderator Team
If the Community is stumped by your question or if you have an account specific issue, then it’s time to contact our super-knowledgeable Moderator Team.
Here’s when and how to contact the Moderator Team:
Verifying that you’re the account owner
When you privately message a Moderator about a question that requires you to verify that you are the account owner, they will reply with a unique link to a secure online form. When you click on this link, you will need to provide either your Public Mobile:
After you’ve provided the information to verify that you’re the account owner, please reply to the existing private message thread you have with our Moderator Team, and they will provide you with full support.
Here are some examples of when you will need to verify your identity before a Moderator can help you:
When are Moderators available and how long till I get a response?
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.
Moderators are available:
How do I know if a Moderator has looked at my question or responded?
You can find out whether a Moderator has responded to your private message by clicking on the envelope icon.
If you have not changed your account settings since creating your Community account, you will automatically receive email notifications when someone has sent you a private message. To modify this, just click on your Community avatar, then on ‘My Settings’, then navigate to the ‘Preferences tab’, then select ‘Private Messenger’ and checkmark the box beside ‘Receive email notifications for new private messages”.
Are there any questions that always require a Moderator?
There definitely are, and here are some examples of when to contact Moderators directly:
To learn more about our Community, click here.
Our Chatbot SIMon
We have our very own chatbot, SIMon, a playful messaging application that is always ready to answer a set of commonly-asked, predetermined questions. You can chat with SIMon by clicking the orange icon in the bottom right corner of the Community screen, and he’ll help you on your way.
A Public Mobile Self-Serve account is your one stop shop for everything we offer, and lets you:
To sign in, visit selfserve.publicmobile.ca, or click on ‘My Account’ in the top right corner of the Community page. If you don’t have a Self-Serve account, click here to learn how to get one set up ASAP.
Dialing *611 on your phone
If you’re looking to make basic account changes, you can dial *611 on your phone to: