topic Re: Phone number in Get Support

Phone number

QuinHunt — Wed, 05 Jan 2022 16:43:23 GMT

My husband just activated a new account and the phone number they gave him is apparently someone else's phone number already. Is that possible?

Re: Phone number

computergeek541 — Tue, 21 Apr 2020 23:45:49 GMT

@QuinHunt wrote:
My husband just activated a new account and the phone number they gave him is apparently someone else's phone number already. Is that possible?

Occasionally, Public Mobile assigned a phone number to a new customer that is already in use. It is an error on Public Mobile's part. Your husband will need to change his phone number.

Re: Phone number

gblackma — Tue, 21 Apr 2020 23:44:36 GMT

@QuinHunt Could you please elaborate? Why do you think it's someone else's number? Thanks.

Re: Phone number

gpixel — Tue, 21 Apr 2020 23:44:37 GMT

@QuinHunt it must of been someone else's old number and people are just contacting him thinking its the previous owners phone

Re: Phone number

iliketotalk — Tue, 21 Apr 2020 23:44:43 GMT

@QuinHunt hi what do you mean is someone else answering?

Re: Phone number

gpixel — Tue, 21 Apr 2020 23:46:01 GMT

@computergeek541 that's a big no no and security issue. I hope that's not the case

Re: Phone number

hairbag1 — Tue, 21 Apr 2020 23:46:09 GMT

@QuinHunt wrote:
My husband just activated a new account and the phone number they gave him is apparently someone else's phone number already. Is that possible?

Re: Phone number

QuinHunt — Tue, 21 Apr 2020 23:50:03 GMT

When he sends a text to anyone with an iPhone their response goes to someone else

Re: Phone number

computergeek541 — Tue, 21 Apr 2020 23:51:15 GMT

@gpixel wrote:
@computergeek541 that's a big no no and security issue. I hope that's not the case

Unfortunately, it does happen. More than ten years ago, Telus assigned my active phone number to a new customer. When this happens, it's similar to an incomplete port since the person who first had the phone number ends up receiving all incoming communications.

That's really not much different than someone taking a random phone number and submitting a port request. Telus/Koodo/Public do not verify the legitimacy of the request before assigning the phone number to your account.

Re: Phone number

geopublic — Tue, 21 Apr 2020 23:51:59 GMT

@QuinHunt Need to go into selfserve and select the change phone number option and pick a new number.

Re: Phone number

hairbag1 — Tue, 21 Apr 2020 23:52:27 GMT

@QuinHunt wrote:
When he sends a text to anyone with an iPhone their response goes to someone else

Unless he's attached to that phone number already...I'd suggest he change it asap.

Welcome to PM.

Re: Phone number

QuinHunt — Tue, 21 Apr 2020 23:53:42 GMT

Whenever he texts someone with an iPhone all his responses goes to someone else who is texting all these people back and my husband doesn't get the msg

Re: Phone number

computergeek541 — Tue, 21 Apr 2020 23:54:51 GMT

@hairbag1 wrote:
@QuinHunt wrote:
When he sends a text to anyone with an iPhone their response goes to someone else
Unless he's attached to that phone number already...I'd suggest he change it asap.
Welcome to PM.

If he's attached to that phone number, that would be too bad because unfortunately, he wouldn't be able to keep it. There's really no choice because someone else already had it.

Re: Phone number

gblackma — Tue, 21 Apr 2020 23:55:09 GMT

@QuinHunt so the texts to Android phones go through? If your husband has an iPhone is imessage on? Thanks.

Re: Phone number

geopublic — Tue, 21 Apr 2020 23:59:13 GMT

@QuinHunt what kind of phone is your husband using? Is it an iPhone?

Re: Phone number

QuinHunt — Wed, 22 Apr 2020 00:02:06 GMT

He has an android

Re: Phone number

QuinHunt — Wed, 22 Apr 2020 00:03:16 GMT

It's an Android

Re: Phone number

geopublic — Wed, 22 Apr 2020 00:06:33 GMT

@QuinHunt If a non Telus/Koodo/Public phone calls your husband number what happens?

Re: Phone number

gblackma — Wed, 22 Apr 2020 00:08:06 GMT

@QuinHunt To clarify, your husband can text and receive texts from Android phones, but not from iPhones? What's the make and model of the phone? And if this is one particular iPhone, ask them to enable sms and mms on their iPhone. Thanks.

Re: Phone number

gpixel — Wed, 22 Apr 2020 00:16:48 GMT

@QuinHunt best option is to change it like @computergeek541 said

you can go into his self serve account and click change number under "my profile"

If you are still having issues I suggest you make a ticket and speak to SIMon by tapping on the ? icon on the bottom right. SIMon will give you suggested fixes and gather the correct information needed to create a ticket in the proper category. Pick the correct categories that suits your issues and then click "submit ticket/click me" to start a private message to the moderators.

Moderator help article:
https://www.publicmobile.ca/en/bc/get-help/articles/contact-a-moderator

Moderators are available from Monday to Friday from 9AM to 9PM EST and from Saturday and Sunday from 9AM to 7PM PM EST