topic Re: My number in Get Support

My number

Olabisiluro — Wed, 05 Jan 2022 15:21:28 GMT

Please how long does it take to have my former phone number back? The sales associate that helped me out at Walmart said it will take 2hours for the temporary number of public mobile to change to my former no. It's more than 3hrs now and it's not fixed

Re: My number

computergeek541 — Mon, 13 Apr 2020 23:25:38 GMT

@Olabisiluro wrote:
Please how long does it take to have my former phone number back? The sales associate that helped me out at Walmart said it will take 2hours for the temporary number of public mobile to change to my former no. It's more than 3hrs now and it's not fixed

The Walmart wireless associate gave you partially incorrect information. Since you ported at the time of activation, there is no temporary phone number. Your phone number has already been assigned to your Public Mobile acccount. Outgoing calls, outgoing text messages, and incoming text messages from Koodo, Public, and Telus customers should already been working. it's only the incoming calls and text messsages originating from other customers that takes some time. The official line by the the CWTA is to say 2.5 hours.

I would go into your self serve account and look around. If the phone number assigned to your account isn't the one that you requested to be ported in, the associate never put in a request to port your phone number in.

Re: My number

gblackma — Mon, 13 Apr 2020 23:24:57 GMT

@Olabisiluro can you make/ send and receive calls and texts yet? If you log into your self service account, what number is there. Thanks.

Re: My number

Olabisiluro — Mon, 13 Apr 2020 23:27:50 GMT

I can but if i log into my account it's the new number that i saw there. Meanwhile, the sales associate said he changed from my former number to the new one and it will only be unavailable for few hours.

Re: My number

JoyLuck — Mon, 13 Apr 2020 23:31:33 GMT

@Olabisiluro wrote:
I can but if i log into my account it's the new number that i saw there. Meanwhile, the sales associate said he changed from my former number to the new one and it will only be unavailable for few hours.

If you need your old number ported go to step 2

As a new customer, we recommend porting a number at activation with the exception of Koodo Prepaid customers.

We have made some system enhancements to improve the success rate of this activity. So long as the correct information is entered, this process should be seamless

All other customers: To complete your port-in request, please open our chatbot via this link and type in “port request” to be put in touch with a Moderator.

Re: My number

gblackma — Mon, 13 Apr 2020 23:37:03 GMT

@Olabisiluro I don't think that your number was ported for you. As long as your old account is active, To port your number, you have to contact the moderators (PM service reps here).

Click on the green questionmark in the white circle at the bottom right of your screen. This connects to the autobot Simon. Type " Port Request " and follow the prompts to get to one.
Once connected, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there.
You can also enable email notification to receive a private message notification sent to your email.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Use this link to see what is required to port your number

https://productioncommunity.publicmobile.ca/t5/Announcements/Number-transfer-in-Self-Serve-impacted-by-ongoing-maintenance/m-p/513015/highlight/true#M40857

Stay safe. Welcome to PM.

Re: My number

Olabisiluro — Mon, 13 Apr 2020 23:35:04 GMT

Thanks, please can you help me do that as soon as possible. I need my former phone number back like yesterday

Re: My number

computergeek541 — Mon, 13 Apr 2020 23:36:48 GMT

@Olabisiluro wrote:
I can but if i log into my account it's the new number that i saw there. Meanwhile, the sales associate said he changed from my former number to the new one and it will only be unavailable for few hours.

The person never submitted a number porting request for you. If the salesperson did, there wouldn't even be an new phone number there to begin with. You'll need to provide the instructions that @JoyLuck provided to submit a porting request.

Re: My number

katz101 — Mon, 13 Apr 2020 23:35:51 GMT

Usually, it takes about 2-3 hours to have your current number moved to your new service provider. It should be done at the time you are activating your sim. Make sure you have right previous account number and pin of previous service provider. Providing wrong information can delay number transfer. If that's not the case it's possible there is less staff to work these days due to shutdown at these companies and some people might be working from home these tasks could take a little longer than usual. My suggestions:

1. check if the information you provided is correct.

2. Contact your previous service provider to ensure they have received this request from Public Mobile

3. If all above is done, nothing to worry it should be done sooner than later.

Cheers

Re: My number

iliketotalk — Mon, 13 Apr 2020 23:37:38 GMT

@Olabisiluro please click on ? bottom right corner and type port request then follow the prompts

Re: My number

geopublic — Mon, 13 Apr 2020 23:41:14 GMT

@Olabisiluro was your previous provider Koodo prepaid? If yes, that would explain why he selected a temporary number. Do you remember if they submitted a ticket on your behalf?

Re: My number

darlicious — Mon, 13 Apr 2020 23:44:32 GMT

@OlabisiluroYour "old" number is still active simply put your old sim card back in your phone and use it while you wait for the moderators to contact you. You can then follow their instructions of when to put your pm sim card back into your phone.

Re: My number

totalUser — Mon, 13 Apr 2020 23:42:33 GMT

hi @Olabisiluro

You can still use your old sim, when it stops working that means the transfer is complete.

Unless your old number is with Telus it Koodo you will have to have the old account active and in good standing.

Since you have the temporary number your transfer was not initiated, to do that you will need to contact moderators

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

Welcome to Public Mobile and the community

Re: My number

Olabisiluro — Mon, 13 Apr 2020 23:48:54 GMT

I was using rogers. Please how can i get Connected to moderator

Re: My number

JoyLuck — Mon, 13 Apr 2020 23:50:02 GMT

@Olabisiluro wrote:
I was using rogers. Please how can i get Connected to moderator

Step 2

As a new customer, we recommend porting a number at activation with the exception of Koodo Prepaid customers.

We have made some system enhancements to improve the success rate of this activity. So long as the correct information is entered, this process should be seamless

All other customers: To complete your port-in request, please open our chatbot via this link and type in “port request” to be put in touch with a Moderator.

Re: My number

Olabisiluro — Mon, 13 Apr 2020 23:50:15 GMT

I want my former number to be active not the new one he gave me

Re: My number

gblackma — Mon, 13 Apr 2020 23:53:00 GMT

@Olabisiluro the easiest way would be to use this private message link to contact the moderators directly https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Type "Port Request " in the subject message field

Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there.
You can also enable email notification to receive a private message notification sent to your email.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Use this link to see what is required to port your number https://productioncommunity.publicmobile.ca/t5/Announcements/Number-transfer-in-Self-Serve-impacted-by-ongoing-maintenance/m-p/513015/highlight/true#M40857

Stay safe and welcome to PM.

Re: My number

JoyLuck — Mon, 13 Apr 2020 23:52:04 GMT

@Olabisiluro wrote:
I want my former number to be active not the new one he gave me

Yes, follow the link above and you can tell them your old number.

Re: Number transfer in Self-Serve impacted by ongoing maintenance

Olabisiluro — Mon, 13 Apr 2020 23:56:30 GMT

Please i need my old number. I'm not getting help

Re: Number transfer in Self-Serve impacted by ongoing maintenance

JoyLuck — Mon, 13 Apr 2020 23:59:59 GMT

@Olabisiluro wrote:
Please i need my old number. I'm not getting help

Hi please submit the ticket so the moderators can assist you.

The sooner you get it in they can help you,

To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help.”

Moderators are available:

Monday to Friday from 8 AM to midnight Eastern time.

Saturday and Sunday from 8 AM to 10 PM Eastern time