topic Re: Phone number transfer in Get Support

Phone number transfer

PB65 — Wed, 05 Jan 2022 15:23:55 GMT

If the transfer does not work what can I do?

Re: Phone number transfer

JoyLuck — Thu, 16 Apr 2020 17:33:10 GMT

@PB65 wrote:
If the transfer does not work what can I do?

Can you give us more details. Did you port a number at activation?

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: Phone number transfer

PB65 — Thu, 16 Apr 2020 17:36:33 GMT

The transfer was done in store when i paid for the plan.

Re: Phone number transfer

JoyLuck — Thu, 16 Apr 2020 17:37:19 GMT

@PB65 wrote:
The transfer was done in store when i paid for the plan.

If you need a moderator:

Please use the chatbot SIMon to help you solve your issue. If SIMon cannot solve your issue then you have the option to contact a moderator.

Step 1: Choose the ? button at the right bottom corner of this page or choose “Get Help” at the top of the page and then choose the “Chat with SIMon” button.

Step 2: Tell SIMon what the issue is and see if he can find a solution for you.

Step 3: If Simon cannot find a solution then type in “moderator” to connect to a Public Mobile customer service representative.

Step 4: Simon will present you with two choices. Choose “Account-specific question”

Step 5 Then choose “No, I want a human”

Step 6 Create your ticket

Check the sent folder to make sure your ticket was sent (envelope icon, top right) and the inbox for a reply from the moderators.

“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

Re: Phone number transfer

Triguy — Thu, 16 Apr 2020 17:37:39 GMT

If you are having problems with porting then contact a moderator by submitting a ticket by clicking on the question mark on the bottom right.

Re: Phone number transfer

gblackma — Thu, 16 Apr 2020 17:38:13 GMT

@PB65 log into your self service account and see if your number shows there. Thanks. When did you initiate the port? It can take up to 3 hours to port a cellphone and between 2.5 to 7 days for a voip provider or landline. Welcome to PM. Stay safe.

Re: Phone number transfer

geopublic — Thu, 16 Apr 2020 17:38:39 GMT

@PB65 wrote:
If the transfer does not work what can I do?

@PB65 Ports from another mobile provider can take up to 4 hours to complete. VOIP or landline providers can take up to a week to complete.

If you feel that your port might be stuck then you just need to submit a ticket to PM and ask for a status update.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking here or the icon (bottom right of your screen).

If you are still having problems contacting Public Mobile then click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team

Re: Phone number transfer

popping — Thu, 16 Apr 2020 19:56:32 GMT

@PB65 wrote:
The transfer was done in store when i paid for the plan.

Can you call out/send text/data?

If not, you account may not be activated correctly. Follow @JoyLuck instruction to create a support ticket for assistant.

If you old SIM card is still working, continue to use it until your PM account is fixed.