topic Re: Contacting a moderator timeframe? in Get Support

Contacting a moderator timeframe?

Johnbrander — Wed, 05 Jan 2022 07:21:33 GMT

I am trying to port my phone nunber to ny oublic account. I habe messaged 2 moderators and haven't heard anything for over 24 hours. Is there a timeframe for moderators to respond?

Any advice?

Thanks all.

Re: Contacting a moderator timeframe?

Samianauman — Tue, 04 Jul 2017 21:41:29 GMT

Current wait time is 24 to 48 hours.its just lots of work load on mod shoulders but they will get back to you hopefully.
They are working hard to resolve all issues for all users who are joining pm.

Re: Contacting a moderator timeframe?

srlawren — Tue, 04 Jul 2017 22:21:28 GMT

@Johnbrander normally it's quite quick but right now with the Freedom Mobile promotional plan being very popular and the activation system being rather error prone, there is a backlog of requests.

In the meantime, is there something the community might be able to help you with? Please don't post any personal or private info, but do you have general questions? Or an error message you're not sure how to get past? Something like that?

Re: Contacting a moderator timeframe?

Johnbrander — Wed, 05 Jul 2017 01:04:25 GMT

Thanks so much. Just need to have my number ported. I can wait patiently. Was just concerned with the delay.

Re: Contacting a moderator timeframe?

srlawren — Wed, 05 Jul 2017 03:20:30 GMT

@Johnbrander, are you porting from Koodo? Because otherwise you can do the port yourself through the self-serve portal.

Re: Contacting a moderator timeframe?

Johnbrander — Wed, 05 Jul 2017 10:30:48 GMT

Yeah it's from koodo

Re: Contacting a moderator timeframe?

SD08 — Wed, 05 Jul 2017 11:31:51 GMT

@Johnbrander wrote:
Yeah it's from koodo

When porting a number from Koodo prepaid service, make sure you use a different e-mail address for PM than the one on the Koodo account. This is because the two services share the same back-end system. If porting from Koodo postpaid, the e-mail address isn't an issue.
https://productioncommunity.publicmobile.ca/t5/Discussions/porting-telus-prepaid-and-chatr-to-PM/m-p/152965/highlight/true#M47944

Also, on the PM porting form, be sure to tick the checkbox "I am authorized to transfer this number" BEFORE you enter any porting details.

Re: Contacting a moderator timeframe?

srlawren — Wed, 05 Jul 2017 15:08:54 GMT

@SD08 I could be wrong, but last I recall, some Koodo customers do need to be ported via the moderators. Unfortunately, I don't remember if it's pre-paid or post-paid Koodo customers. @Luddite @imm1304 @NDesai @Rockdaddy22 do any of you happen to know?

Re: Contacting a moderator timeframe?

jpar — Wed, 05 Jul 2017 15:14:11 GMT

@srlawren wrote:
@SD08 I could be wrong, but last I recall, some Koodo customers do need to be ported via the moderators. Unfortunately, I don't remember if it's pre-paid or post-paid Koodo customers. @Luddite @imm1304 @NDesai @Rockdaddy22 do any of you happen to know?

I ported from koodo (postpaid) on my own without issue but not sure if that's the case for everyone..

Re: Contacting a moderator timeframe?

Mary_M — Wed, 05 Jul 2017 15:30:26 GMT

if one is porting from Koodo Prepaid, they will need our help 🙂 @srlawren

Re: Contacting a moderator timeframe?

srlawren — Wed, 05 Jul 2017 15:31:52 GMT

Thanks @Mary_M. That is the logical one to have issue. For some reason I had it in my head that it might be the opposite of what I would normally expect. I guess I shouldn't have second-guessed myself. 🙂

Re: Contacting a moderator timeframe?

Mary_M — Wed, 05 Jul 2017 15:34:15 GMT

you're very welcome =D @srlawren

Re: Contacting a moderator timeframe?

SD08 — Wed, 05 Jul 2017 16:07:27 GMT

@Mary_M wrote:
@if one is porting from Koodo Prepaid, they will need our help 🙂 @srlawren

Thanks for the clarification, @Mary_M. And thanks for the heads-up, @srlawren

I wasn't aware of that. Well...I learned something new today.

Re: Contacting a moderator timeframe?

srlawren — Wed, 05 Jul 2017 16:37:39 GMT

@SD08 there's always something to learn, isn't there!? 😞

Re: Contacting a moderator timeframe?

Johnbrander — Thu, 06 Jul 2017 00:40:56 GMT

Thanks for all the help everyone. It has been resolved. Also thanks for being such a helpful and pleasant community. *HIGH FIVES all around*