topic Re: Unable to Access Account/Need Account Number in Get Support

Unable to Access Account/Need Account Number

KoodoStore6906 — Wed, 05 Jan 2022 11:23:44 GMT

Good morning,

We are here with a customer who would like to make a change from Public Mobile, but the customer's month is up, thus service is suspended and we're unable to help him setup a self-serve account without active service. He didn't want to spend $29 to make his number active for just a few minutes.

Re: Unable to Access Account/Need Account Number

goldilock — Tue, 13 Aug 2019 15:26:48 GMT

@KoodoStore6906 Contact a moderator about it.. It takes aproximately 48 - 72 hours for a response.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Unable to Access Account/Need Account Number

hairbag1 — Tue, 13 Aug 2019 15:26:46 GMT

@KoodoStore6906 wrote:
Good morning,

We are here with a customer who would like to make a change from Public Mobile, but the customer's month is up, thus service is suspended and we're unable to help him setup a self-serve account without active service. He didn't want to spend $29 to make his number active for just a few minutes.

Unless he wants to pay $$ to keep number active...it goes to sleep for 90 days. After 90 days that number and account goes away for ever.

Re: Unable to Access Account/Need Account Number

YVR — Tue, 13 Aug 2019 15:27:06 GMT

@KoodoStore6906 wrote:
Good morning,

We are here with a customer who would like to make a change from Public Mobile, but the customer's month is up, thus service is suspended and we're unable to help him setup a self-serve account without active service. He didn't want to spend $29 to make his number active for just a few minutes.

There is a $10 plan that can be used to make his account active

Re: Unable to Access Account/Need Account Number

hairbag1 — Tue, 13 Aug 2019 15:28:53 GMT

@goldilock wrote:
@KoodoStore6906 Contact a moderator about it.. It takes aproximately 48 - 72 hours for a response.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Be aware that lately it's been several days for moderator response times. Hopefully, that's not the normal...but that's what I've been reading lately.

Re: Unable to Access Account/Need Account Number

goldilock — Tue, 13 Aug 2019 15:30:10 GMT

@KoodoStore6906 I am assuming the person wants to port their number to Koodo (since they want their account number) and can't because their account isn't active? Can't the person just buy the $10/month plan to reinstate service? The only way to port a number, the account needs to be active so they have no choice if they want to port their number.

Re: Unable to Access Account/Need Account Number

KoodoStore6906 — Tue, 13 Aug 2019 15:30:14 GMT

We're unable to change their plan to the $10 option as they do not have a self-serve currently set up.

Re: Unable to Access Account/Need Account Number

mimmo — Tue, 13 Aug 2019 15:31:36 GMT

@KoodoStore6906 as you proabbly know a service needs to be active to be transfered. if they had a selfserve account they could switch to the $10 plan then port. since you said they dont have a self serve account they need to conatct mods and wait for a reply as mentioned or renew now and then create a selfserve account to get account number and port right away or come back in 2-3 weeks.

Re: Unable to Access Account/Need Account Number

YVR — Tue, 13 Aug 2019 15:31:55 GMT

@KoodoStore6906 wrote:
We're unable to change their plan to the $10 option as they do not have a self-serve currently set up.

Does 611 work from the customers phone. Could you that to add money maybe?

Re: Unable to Access Account/Need Account Number

KoodoStore6906 — Tue, 13 Aug 2019 15:33:04 GMT

We'll contact the mods and see if we can get them to assist us in setting up his self-serve or changing the plan to $10 for us. Thanks for all the super quick responses! You guys are awesome!

Re: Unable to Access Account/Need Account Number

mimmo — Tue, 13 Aug 2019 15:37:50 GMT

@KoodoStore6906 expect a 48-72 hour reply time from mods. And the customer will be the best person to contact them as they will need to authenticate the account when they reply. Honestly the best bet is to pay the renewal fee now, create account.

Are you able to provide the customer with a bonus incentive to offset the cost of their pm renewal? maybe wave the 35 in store activation charge?