topic Re: My dad messed up in Get Support

My dad messed up

Rustynayl — Tue, 04 Jan 2022 18:33:37 GMT

Sooo... I told my dad to get my help once his sim arrived, but he decided to do it himself.... Long story short, he accidentally ported over his home phone to PM instead of his cell phone... Lol
I'm hoping a mod can help out with this? Not sure how to tag mods on here.

Re: My dad messed up

NDesai — Fri, 03 Mar 2017 23:25:38 GMT

I am not sure what can be done here as your dad's home phone line account probably got deactivated if port was successful.

I ll tag a mod for you so you get the help you need. @Mary_M

Good Luck.

Re: My dad messed up

Rustynayl — Fri, 03 Mar 2017 23:28:09 GMT

Thanks. Yeah I'm hoping pm can atleast switch everything to the number he intended, and then my dad can ask Telus to reconnect his home phone.... Ohhh boy

Re: My dad messed up

NDesai — Fri, 03 Mar 2017 23:51:05 GMT

@Rustynayl If you port out the home phone number back, the public mobile account will be deactivated it self. In this case, you will need new sim and open new account again.

Re: My dad messed up

Rustynayl — Sat, 04 Mar 2017 00:04:02 GMT

That's true eh. I guess we'll wait to hear from the mods, but at least that's an option.

Re: My dad messed up

imm1304 — Sat, 04 Mar 2017 00:07:45 GMT

Hi @Rustynayl,

Sorry to hear about the tricky situation. Its best that you start by sending a private message to @Mary_M right now. Explain in detail and include the phone numbers and relevant info. Rest assured that Mary or whoever is working tomorrow will do everything possible to help you... I just hope this is still within the mods' powers to fix.

Hang in there.. its encouraging that the home phone line is also with the parent company Telus.

Re: My dad messed up

Rustynayl — Sat, 04 Mar 2017 00:14:42 GMT

I already PMed @Shazia_K. I could PM Mary but I'm guessing they don't like it when we message multiple mods about the same issue, right?

Re: My dad messed up

imm1304 — Sat, 04 Mar 2017 00:18:06 GMT

@Rustynayl, having sent a PM to Shazia is enough. Whoever is online tomorrow morning will see that message. I just suggested Mary based on my experience of seeing her online on Saturdays.

Do post an update later tomorrow with hopefully some good news. 🙂

Re: My dad messed up

Rustynayl — Sat, 04 Mar 2017 00:23:55 GMT

I'll keep you guys updated, thanks for all your help so far!

Re: My dad messed up

computergeek541 — Sat, 04 Mar 2017 02:32:36 GMT

I'm sure there is a process for reversing a number port but I believe that's for cases of an unauthorized port or a carrier mistake.

Since this port seems to have been fully authorized (although by mistake), the only thing that might be able to be done would be to port the number back to the landline provider. As your landline account would have been automaticlaly closed out, you may have to open a new account with the landline provider. That part itself isn't all that difficult but it's a process that your dad might have initiate himself.

If you port the phone number back to the landline provider, your Public Mobile account will automatically get cancelled. This is where Public's moderators come in to play. You'll have to see if they can/are allowed to open a new account for you and apply a credit so that the plan for your first billing cycle is marked as already paid.

On second thought, I am wondering if this could be the old "alternate number bug" that a few people encounterd. I thought it was all user error at first but the story repeated itself a few times, so there's some speculaton that Public was erroneously porting in the alternate contact phone number by mistake. If that's what happened, it'll be up to Public to get this fixed for you.

Re: My dad messed up

SD08 — Sat, 04 Mar 2017 04:54:29 GMT

PM should just skip asking for alternate number, especially in the porting section, as this is unnecessary for porting and sometimes confuses customers. At least, they should add a note explaining what it's for if they're going to include that field.

Re: My dad messed up

sbreakin — Sat, 04 Mar 2017 20:11:54 GMT

I wound up doing the same thing back in November when I joined & ported from Rogers. I had planned on porting my Koodo number & had my home on webform as the alternate. But I was getting errors & spinning wheels until it seemed to go through - only to realize the next day that it was porting my land line number (of like 30 years).

I was unable to actually stop the port of landline even though I tried to contact Shaw & PM the next day & landline ports take a week or more. However, that was back during crazy season where response time slipped & and took a week to hear back.... but despite all that ...

MaryM & Caroline - were able to time my Koodo port to PM later on the same day as Shaw ported my landline back. So I was without service for mere hour or two. This happened about 2 weeks after the initial port as landline ports (either way) take about a week as it has to go through some coordinating agency.

Unfortunately as someone above mentioned, when Shaw ported the number back, my PM account got closed (seems to be automatic) & they had to create a new one but not to worry as able to keep the amazing fall promo that I had before. Only downside is that by closing my PM account - I lost my friends rewards as they are connected to an account & when it gets closed they are gone & can't be added back to the new account as the friends are now already PM members & can't refer... if u follow the logic.

For landline when the "wrong port" went through & while waiting for the port back, Shaw gave me a temp number for the week so I had landline service.

However, service is now very fast - so they might have some suggestions to avoid the minor inconveniences or cancel the port request. ANother option is if you don't care about the landline number, then you could contact the company, let them know so they can give you a new number for you number once port goes through. Then once it goes through & landline number is at PM, then port the number you had planned in the first place. ANd you get to keep the same PM account (& refer a friend rewards).

If you want to keep the landline # (as i did because I'd had mine so long & everyone knows it) - then hopefully they might have a solution with easiest being cancelling the port.

If port is not cancellable & you want to keep it - make sure you don't do another port -or it might cancel that number & then it's not available to port back to the landline company...

Phew.

Yes it was a bit confusing & nervous week as no-one is sure when landline ports go through & I wanted to keep services, fall promo plan & the long time landline number.

Anyway - best of luck...

Re: My dad messed up

Mary_M — Sat, 04 Mar 2017 15:14:24 GMT

Hey @Rustynayl,

Thank you for contacting us on our awesome community!

You've come to the right place for help, and I do have some good news for you - simply check your private messages 😄

Cheers,

Mary

Re: My dad messed up

NDesai — Sat, 04 Mar 2017 18:08:38 GMT

@Mary_M If possible, we would love to hear the possible solution in this case for future reference.

Re: My dad messed up

SD08 — Sat, 04 Mar 2017 18:21:23 GMT

@NDesai wrote:
@Mary_M If possible, we would love to hear the possible solution in this case for future reference.

I second that.

Re: My dad messed up

Mary_M — Sat, 04 Mar 2017 18:33:37 GMT

Hey @NDesai and @SD08,

The solution may be quite complicated as it really depends on the situation. Since a landline port take 48 hours to complete, we would be able to cancel the request (if it is not completed and if permitted, within the first 24 hours) and assign a new number. If the port gets completed before having the chance to cancel the request, he/she would need to port that number back out and re-activate a new PM account.

Cellphone line would most probably require porting back out to the OSP since they are completed within 2 hours (no time to cancel the request)

I hope this makes sense 🙂

Mary

Re: My dad messed up

NDesai — Sat, 04 Mar 2017 18:42:30 GMT

Thanks Mary, appreciate your response.

I hope OP gives his response within the time frame and that will save him from a lot worst trouble.

Re: My dad messed up

Rustynayl — Sat, 04 Mar 2017 18:42:54 GMT

Hey guys, we were pretty lucky. As mary mentioned, it takes a while for a home phone number to port over, so she was able to cancel that before it was complete... meaning my dad's home line is now a home line again, and the cell number he originally intended to use is now on PM. All is good! 🙂

Re: My dad messed up

Mary_M — Sat, 04 Mar 2017 18:47:00 GMT

Thank you for the update @Rustynayl

@NDesai, everything is taken care of already 🙂

Cheers everyone - have a great weekend ❤️

Mary

Re: My dad messed up

SD08 — Sat, 04 Mar 2017 18:47:16 GMT

@Mary_M

Thanks for the detailed explanation. So, time is of the essence in cases like this. Therefore, we should both tag a moderator and have the customer send a private message, as that increases the odds of making contact sooner, from either side.