topic Re: Getting a public mobile account back that was ported to Koodo in Get Support

Getting a public mobile account back that was ported to Koodo

joshuacardinal — Wed, 05 Jan 2022 10:25:58 GMT

Long story short

Koodo, today, ported my Public Mobile number to Koodo when they werent supposed to.

Is there a way to get my Public Mobile account back?

They managed to do a port without me providing a pin number or account number and none of the account information matching at all.

Seems like its pretty easy to just walk into a Koodo store and give a random PM number and they'll just port it without matching anything

Re: Getting a public mobile account back that was ported to Koodo

Luddite — Sun, 19 Aug 2018 01:22:28 GMT

Get your Koodo account number, a new PM account, and port it back.

Re: Getting a public mobile account back that was ported to Koodo

joshuacardinal — Sun, 19 Aug 2018 01:25:14 GMT

Will the account get the old referral credits and stuff back?

I had $27 of referrals per month on there

Re: Getting a public mobile account back that was ported to Koodo

mimmo — Sun, 19 Aug 2018 01:29:00 GMT

No you would not as it would be a new account. The only option would be to fully explain what happened to the mods and see if they can do anything.

Re: Getting a public mobile account back that was ported to Koodo

joshuacardinal — Sun, 19 Aug 2018 01:34:46 GMT

Thanks. I did message the mods already so im hoping to get a response soon.

Just thought i'd post and see if anyone else had the same issue before and what the result was

Re: Getting a public mobile account back that was ported to Koodo

mimmo — Sun, 19 Aug 2018 01:37:36 GMT

Its curious and maybe should be investigated how koodo was able to port with only the tel number

Re: Getting a public mobile account back that was ported to Koodo

computergeek541 — Sun, 19 Aug 2018 01:51:40 GMT

@joshuacardinal wrote:
Long story short
Koodo, today, ported my Public Mobile number to Koodo when they werent supposed to.
Is there a way to get my Public Mobile account back?
They managed to do a port without me providing a pin number or account number and none of the account information matching at all.

Seems like its pretty easy to just walk into a Koodo store and give a random PM number and they'll just port it without matching anything

I'm pretty sure that there is a procedure is place that doesn't involve using your Koodo account number to port back to a brand new Public Mobile account. I'm almost certain that there is process that needs to be followed and that it can be done. This type of situation would be covered under mistaken or even fraudulent phone number porting. I believe that there is supposed be a way to do an actual reversal.

The problem with porting your number back from Koodo would be if you actually still want to keep that Koodo account open. Porting the number back would close that account. And if you go through the whole set up of opoening a new account, that could be a time consuming process, and possibly another credit check. Also when it comes to Public Mobile, opening up a new account isn't ideal either because you would have lost any grandfathered plan, loyalty rewards, and referal rewards. In the end, the customer is not supposed to have to go through all these hoops to get everything restored. Public Mobile should have a way to reverse everything, just as if it had never happened.

Re: Getting a public mobile account back that was ported to Koodo

will13am — Sun, 19 Aug 2018 02:45:09 GMT

I sense that with sharing of certain software, the Koodo agent was able to look into the system and pull the necessary other information to complete the number port. It's gonna be fun restoring everything at this end to normal. I suppose the old account hadn't been deleted. It's only hidden from customer view. Historical information isn't esponged that easily.

Re: Getting a public mobile account back that was ported to Koodo

computergeek541 — Sun, 19 Aug 2018 04:05:30 GMT

@will13am wrote:
I sense that with sharing of certain software, the Koodo agent was able to look into the system and pull the necessary other information to complete the number port. It's gonna be fun restoring everything at this end to normal. I suppose the old account hadn't been deleted. It's only hidden from customer view. Historical information isn't esponged that easily.

I think that joshuacardinal might be fortunuate in the sense that both are Telus brands. This makes co-operation between the two possibly easier and may even provide more of willingness by Koodo and Public to correct things. I'm uncertain if this is something that Public Moderators can do on their own but I suspect that there is a back-end team that could reverse everything. Heck, for all I know, the back-end team for both Koodo and Public Mobile could even be the same people/same team.

On a side note, the Wireless Code does talk about accidental disconnection of service. It's really under the section about a carrier accidently disconnection a customers service because they made a mistake in processing a payment, but I interpret it as possibly meaning that when a carrier accidently makes the celluar service stop working (which has happened here, just in a different context), that they are actually required to get the customer's service back up and running by the end of the next business day. I am doubtful of that though because of all the talk lately about delays in receiving respones from Public's customer service.

Re: Getting a public mobile account back that was ported to Koodo

joshuacardinal — Sun, 19 Aug 2018 05:08:01 GMT

@computergeek541 wrote:
@joshuacardinal wrote:
Long story short
Koodo, today, ported my Public Mobile number to Koodo when they werent supposed to.
Is there a way to get my Public Mobile account back?
They managed to do a port without me providing a pin number or account number and none of the account information matching at all.

Seems like its pretty easy to just walk into a Koodo store and give a random PM number and they'll just port it without matching anything
I'm pretty sure that there is a procedure is place that doesn't involve using your Koodo account number to port back to a brand new Public Mobile account. I'm almost certain that there is process that needs to be followed and that it can be done. This type of situation would be covered under mistaken or even fraudulent phone number porting. I believe that there is supposed be a way to do an actual reversal.

The problem with porting your number back from Koodo would be if you actually still want to keep that Koodo account open. Porting the number back would close that account. And if you go through the whole set up of opoening a new account, that could be a time consuming process, and possibly another credit check. Also when it comes to Public Mobile, opening up a new account isn't ideal either because you would have lost any grandfathered plan, loyalty rewards, and referal rewards. In the end, the customer is not supposed to have to go through all these hoops to get everything restored. Public Mobile should have a way to reverse everything, just as if it had never happened.

Preferably i'd like to keep the koodo account active. Would I be able to just change the number on the Koodo account therefore having the old number back in cyberspace somewhere that PM can retrieve it?

Koodo account was acivated with a random number and we had agreed to not change the number and then for some reason the Koodo channel care lady decided to change it anyway

Re: Getting a public mobile account back that was ported to Koodo

computergeek541 — Sun, 19 Aug 2018 05:37:23 GMT

@joshuacardinal wrote:
@computergeek541 wrote:
@joshuacardinal wrote:
Long story short
Koodo, today, ported my Public Mobile number to Koodo when they werent supposed to.
Is there a way to get my Public Mobile account back?
They managed to do a port without me providing a pin number or account number and none of the account information matching at all.

Seems like its pretty easy to just walk into a Koodo store and give a random PM number and they'll just port it without matching anything
I'm pretty sure that there is a procedure is place that doesn't involve using your Koodo account number to port back to a brand new Public Mobile account. I'm almost certain that there is process that needs to be followed and that it can be done. This type of situation would be covered under mistaken or even fraudulent phone number porting. I believe that there is supposed be a way to do an actual reversal.

The problem with porting your number back from Koodo would be if you actually still want to keep that Koodo account open. Porting the number back would close that account. And if you go through the whole set up of opoening a new account, that could be a time consuming process, and possibly another credit check. Also when it comes to Public Mobile, opening up a new account isn't ideal either because you would have lost any grandfathered plan, loyalty rewards, and referal rewards. In the end, the customer is not supposed to have to go through all these hoops to get everything restored. Public Mobile should have a way to reverse everything, just as if it had never happened.

Preferably i'd like to keep the koodo account active. Would I be able to just change the number on the Koodo account therefore having the old number back in cyberspace somewhere that PM can retrieve it?

I strongly recommend not to do that. You're going to have to get customer service to help you at both companies to help you anyway to get things done as they should have been. Since that's the case, I wouldn't try doing anyting at this point without their assistance. While a cancelled number is not supposed to go back into the pool of available numbers, you don't want to risk any possible chance that someone else could take the phone number. Let Koodo and Public Mobile do the legwork to fix this mess that they caused.