If you’re a Public Mobile user, getting help with your mobile network-related needs is soon going to look a lot different.
The Telus flanker brand has traditionally maintained a community-based support ticketing system, but a change is underway.
The carrier is replacing the support system with an “improved” process called Public Mobile Expert Messaging.
As its name suggests, Expert Messaging is, well, message-based support. It will connect you to Public Mobile’s customer support agents, but the conversation won’t immediately be back and forth.
The new process isn’t traditional live chat. Instead, Expert Messaging is asynchronous and designed with flexibility in mind.
Here’s how Expert Messaging works
Your first point of contact will still be Public Mobile’s chatbot. Only if it can’t solve your issue will you then be connected with the Expert Messaging team. This support change will happen within the same chat window. You won’t be asked to manually take your query elsewhere.
From there, you simply type in your query and send it the Expert Messaging team’s way. The main appeal here is that you’re then free to go about your day without needing to keep the chat window open. “The details of your issue will be sent to the agent, and you will be notified via SMS/email once they have replied,” wrote Public Mobile.
According to the Expert Messaging FAQ, users can expect replies within 30 minutes to an hour, with some delays expected “during peak times.”
Once you receive a reply, you will be able to return to the conversation via the Message Centre. This can be repeated until your issue has been resolved.
It’s worth noting that you’ll have 24 hours to reply to your customer support agent. If you don’t, you will receive a reminder notification. If you don’t reply within 48 hours, your ticket will be closed.
The new support process began rolling out in phases on Aug. 11, 2026. Expert Messaging is expected to be widely available by Aug. 24 on both mobile and desktop. You must be signed in to initiate a conversation.
Source: Public Mobile
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