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The help you need, anytime you need it

Use the search bar, or choose from one of the topics below to find answers to (almost) any question with our help articles.

How to Submit a Ticket

Most issues can be resolved yourself 24/7 in self serve. For other issues, follow the below steps to submit a support ticket and escalate any unresolved issues.

Submitting a Ticket

For any concerns or issues you encounter, here's how to submit a ticket:

  1. Navigate to the Get Help section on our website, My Account, or the Support tab on the app.
  2. Click on the chat icon on our website or Contact Us on the app to open the chatbot. If you’re using the app, the Chatbot will open in your browser.
  3. Type and send your question to the chatbot.
  4. If the Chatbot can’t resolve your issue, it will guide you through submitting a ticket to a Customer Support Agent through Public Mobile Expert Messaging.
  5. Once your ticket is submitted, you will be able to continue your conversation with a Customer Support Agent in the chat window.
After Submitting a Ticket

What to expect after your ticket submission:

  • Our Customer Support Agents are available from Monday to Sunday, 9 AM to 10 PM EST.
  • We strive to respond within 1 hour, though response times may vary during peak periods.
  • You’ll receive an email and SMS notification whenever a Customer Support Agent sends you a new message. Please don’t reply directly to the email or SMS. Instead, select the link in the notification to return to your conversation, or sign in and access Message Centre from the chat window.
  • If you’re unable to log in due to the issue you’re experiencing, you may need to create a new Community account to communicate with us.
Internal Escalation Path

If your concern isn’t resolved to your satisfaction after the initial response, you can request further escalation:

  1. Ask the responding Customer Support Agent to escalate your concern.
  2. Your request will be reviewed by a senior agent or supervisor for further evaluation and action.
External Resolution - CCTS

The Commission for Complaints for Telecom-television Services (CCTS) is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services. Should your issue remain unresolved after internal escalation:

  • You have the option to bring your complaint to the Commission for Complaints for Telecom-television Services (CCTS).
  • CCTS Contact Information: CCTS is an independent agency that handles telecom and TV complaints impartially.
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