topic Re: I AM FRUSTRATED...FALSE PROMISES in Get Support

I AM FRUSTRATED...FALSE PROMISES

rushipn — Wed, 05 Jan 2022 06:04:45 GMT

I don't get it. You said my port request has been submitted and is in queue since last Thursday, Nov. 24.

You said it would be done in 72 hours....not yet done. I signed up on Nov. 19th.

However I see on other posts that you've been responding to saying that the port request will be done in 30 mins to 2 hours.

I AM AT THE BOILING POINT NOW AND CAN'T WAIT ANY LONGER. I AM FRUSTRATED WITH PM.

My original number from Telus doesn't work so I am missing many important calls.

And Telus can't figure out why my line isnt working.

Re: I AM FRUSTRATED...FALSE PROMISES

kav2001c — Wed, 30 Nov 2016 15:17:45 GMT

@rushipn to be clear wireless ports are quicker. If you try porting a landline or a voip it takes much longer.

The only thing that worries me is your last line... the number MUST be working on Telus if Public is to port. If (as you said) number does NOT work on Telus then Public could never port the number. Call Telus first and MAKE SURE number is working.

If Telus said port complete then all Public needs to do is activate it.

Re: I AM FRUSTRATED...FALSE PROMISES

xinit0 — Wed, 30 Nov 2016 15:19:43 GMT

Exact same situation here... 72 hours came and went. It seems like there's only one person working through these requests, and if that's the case, I'm guessing we have another week or more of outage judging by the other posts around here with 14+ days of outage.

Telus "can't figure it out" because the port was started and not completed. Didn't Telus send you an email about you leaving?

Half a month of lost service, lost job interviews... It sucks, but there's not a lot we can do. Hopefully the talk of adjusting start dates will prove correct, at least.

Re: I AM FRUSTRATED...FALSE PROMISES

Rockdaddy22 — Wed, 30 Nov 2016 15:21:44 GMT

There's also lots of staff answering emails and other mods working facebook and twitter.

Sometimes there are issues with ports that require more time unfortunately.

Re: I AM FRUSTRATED...FALSE PROMISES

xinit0 — Wed, 30 Nov 2016 15:21:49 GMT

"If Telus said port complete then all Public needs to do is activate it."

If the OP's situation is like mine, Telus let go of the (mobile) line... I got their email on the morning of the 26th, as an example, saying Telus would stop servicing the number as of that morning due to the port request.

Re: I AM FRUSTRATED...FALSE PROMISES

kav2001c — Wed, 30 Nov 2016 15:24:52 GMT

Ok that's good then so port HAS completed. Public just has number internally and not active on your SIM.

I was just worried more for number getting lost or reassigned.

In that case, from time mods started working on my scenario it took about 5 days to complete. Just private message them and make sure you mention no service.

Re: I AM FRUSTRATED...FALSE PROMISES

xinit0 — Wed, 30 Nov 2016 15:25:46 GMT

@Rockdaddy22 - Lots of staff on Facebook and Twitter? I beg to differ. Facebook hasn't posted since Nov 14th, and doesn't respond to messages. Twitter hasn't responded to me at all in the past two days, and hasn't followed me so I can't DM them the info they request.

I'm begining to think @Mary_M and @Shazia_K are the only working staff at Public Mobile.

Re: I AM FRUSTRATED...FALSE PROMISES

rushipn — Wed, 30 Nov 2016 15:26:17 GMT

So my Telus account is still completely active, I had my billing cycle a couple a days ago. And I was charged for another month by Telus.

I was also on the phone with them 2 days ago and they said the service was active.

The support rep suggested that I get a new Telus sim card and check to see if that helps bring back the number. I think I will do that and make Telus pay for the new sim card because it isn't my fault the service stopped working.

Re: I AM FRUSTRATED...FALSE PROMISES

vroomr — Wed, 30 Nov 2016 15:26:58 GMT

CHECK CHECK CHECK your deleted emails. DELETED, and spam/junk separately.

All my PM mail went straight to deleted.

Hope this helps.

Re: I AM FRUSTRATED...FALSE PROMISES

kav2001c — Wed, 30 Nov 2016 15:27:27 GMT

@rushipn if Telus account completely active (not just incoming only or something?) your port request did not go through.

You will need to resubmit.

Re: I AM FRUSTRATED...FALSE PROMISES

Rockdaddy22 — Wed, 30 Nov 2016 15:28:53 GMT

I said lots of staff answering emails. I also said other mods working facebook and twitter like @Caroline_D @xinit0

Re: I AM FRUSTRATED...FALSE PROMISES

Rockdaddy22 — Wed, 30 Nov 2016 15:29:21 GMT

You know they have email support, right?

Re: I AM FRUSTRATED...FALSE PROMISES

rushipn — Wed, 30 Nov 2016 15:31:18 GMT

According to @Shazia_K, my initial port request was cancelled, for reasons PM doesnt even know.

Shazia then placed another request last thursday and said it would be done in 24-72 hours. But that didnt happen.

Re: I AM FRUSTRATED...FALSE PROMISES

xinit0 — Wed, 30 Nov 2016 15:31:32 GMT

Hahahaha... email support.

From: Publicmobile Website <emailform@publicmobile.ca>

Date: Sat, Nov 19, 2016 at 3:12 PM
Subject: Your support request

"We've listed the details of your request below and you can expect a response within 48 hours."

Re: I AM FRUSTRATED...FALSE PROMISES

vroomr — Wed, 30 Nov 2016 15:36:58 GMT

Hey @rushipn,

Did you ever check your deleted email?

I got emails from support@publicmobile.ca, but they did not pass the fraud detection filter in outlook/hotmail.

Take a look. Maybe your port request got cancelled because you didnt respond to their support emails .

Re: I AM FRUSTRATED...FALSE PROMISES

Rockdaddy22 — Wed, 30 Nov 2016 15:38:33 GMT

Also check your private messages periodically. You don't get a notification when you receive one, unless you set it up that way.

Re: I AM FRUSTRATED...FALSE PROMISES

Shazia_K — Wed, 30 Nov 2016 15:39:40 GMT

Hello @rushipn,

I'm really sorry about the time it's taking to resolve the porting issue 😞 I know it's long but case by case it's different, I am looking into this and will get back to you shortly.

@xinit0,

I'm sorry for the trouble you have been having, a ticket has been logged ref #:7301785 please periodically try rebooting your phone in about an hour from now and everything should be resolved.

Thanks,

Shazia

Re: I AM FRUSTRATED...FALSE PROMISES

rushipn — Wed, 30 Nov 2016 15:39:55 GMT

@vroomr - I ported 3 other number from the same Telus account using only the account number. So I dont think there was a lack of information required for porting.

Re: I AM FRUSTRATED...FALSE PROMISES

Rockdaddy22 — Wed, 30 Nov 2016 15:43:48 GMT

Only account number is the way to go, in my book anyway 🙂

Re: I AM FRUSTRATED...FALSE PROMISES

xinit0 — Wed, 30 Nov 2016 15:53:37 GMT

@Shazia_K Thanks for the update - still getting the "number is not available" when calling the line, but will try in an hour.