topic Re: new to PM in Get Support

new to PM

Tpmk864 — Wed, 05 Jan 2022 12:48:34 GMT

I’m having trouble connecting to my old Koodo number, please advise.

Re: new to PM

totalUser — Thu, 31 Oct 2019 21:32:20 GMT

Hi @Tpmk864

Could you please explain connecting

Did you port or are you trying to port

Best thing is to contact moderators to transfer koodo prepaid number

Or Did your service stop after porting, in that case you should use your old sim until the transfer is finished. If it's taking too long, contact moderators

Welcome to pm:)

Re: new to PM

CS_Agent — Thu, 31 Oct 2019 21:29:32 GMT

Hello @Tpmk864,

I advise to submit a ticket, using SIMon, the virtual assistant. You can find it here:

https://www.publicmobile.ca/en/on/get-help

Once you submit it, one of the Moderators will take care immediately about your case.

Best regards,

Cristian - PM Moderator

Re: new to PM

Tpmk864 — Thu, 31 Oct 2019 21:40:40 GMT

Old Koodo acct still active, tried the change number and it says unable to transfer. Is there a wait time?

Re: new to PM

cds_nl — Thu, 31 Oct 2019 21:54:45 GMT

I ported my number from Telus...my mother in law ported a number from Bell.... both ported immediately without any wait time. Probably check make sure you entered all information correctly... maybe a typo on the account # or a serial # could be preventing the transfer

Re: new to PM

ChuckYeah — Thu, 31 Oct 2019 23:41:26 GMT

@Tpmk864 wrote:
Old Koodo acct still active, tried the change number and it says unable to transfer. Is there a wait time?

Yes! Usually pretty quick but could take up to 4 hrs, but if it is Koodo prepaid, you MUST contact @CS_Agent .

Creating a support ticket:
Explain your issue to SIMON, seen below:

Use as few words as possible to allow the BOT to understand. Answer his questions until you get here:

Click on "Submit a ticket" and the Moderator team will respond to your concern within 48 hours. May take longer, but the promise of the new Ticketing System was that it will reduce these wait times.
Alternatively, you may send a private message to moderator through the following link :
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

About @Moderator_Team
Moderator Hours
Monday-Friday: 8AM- 12AM EST
Saturday & Sunday: 8AM-10PM EST

Re: new to PM

totalUser — Thu, 31 Oct 2019 23:34:44 GMT

If your selfserve won't let you do it, you will have to contact moderators.

The wait time may be 2 hrs or 2 days, but it looks like they are not too busy, i would be optimistic.

Once they initiate transfer it should be done in under 2 hours, if it's taking too long, contact them again

Cheers

Re: new to PM

computergeek541 — Fri, 01 Nov 2019 02:26:39 GMT

@CS_Agent wrote:

I advise to submit a ticket, using SIMon, the virtual assistant. You can find it here:

https://www.publicmobile.ca/en/on/get-help

A more direct link to SIMon would be https://publicmobile.ca.ada.support/chat/ .