topic Re: Help please in Get Support

Help please

austin2 — Sat, 25 Jun 2022 13:54:57 GMT

How can I get baack my old number? It is tied to my work computer and I cannot access the computer

Re: Help please

hairbag1 — Fri, 24 Jun 2022 03:38:29 GMT

Re: Help please

will13am — Fri, 24 Jun 2022 03:38:21 GMT

@austin2 , how did you lose your number? Did you do a number change by accident?

Re: Help please

popping — Fri, 24 Jun 2022 03:52:23 GMT

@austin2

If you got your phone number from PM, Kodoo or Telus, create a support ticket to ask CSA to look for your number from the Telus cancel phone number waiting pool.

If you got your phone number from other Canadian providers, you need to ask the provider who owns your number. As soon as your number is cancelled by closing your account, the number will return to the provider who owns the number.

Re: Help please

BKNS27 — Fri, 24 Jun 2022 05:29:23 GMT

@austin2

If you haven’t paid your plan over 90 days then your number is lost and account closed.
Can we get more details about how you lost your number?

Re: Help please

dust2dust — Fri, 24 Jun 2022 05:35:34 GMT

What old number? What would be tied to your work computer?

What are you trying to do and what is not working for you?

Re: Help please

esjliv — Fri, 24 Jun 2022 10:25:22 GMT

@austin2 wrote:
How can I get baack my old number? It is tied to my work computer and I cannot access the computer

@austin2 - what do you mean exactly?

If your account/phone number has been in nonpay/suspended status for over 90 days, then you lost your Public Mobile account, phone number, and access to self serve.

If you ported out your public mobile account/number to another provider, then that the public mobile account is closed also.

Re: Help please

srlawren — Fri, 24 Jun 2022 16:29:47 GMT

Yeah the original post is a bit confusing. I can only guess that their employer set up 2FA/MFA on their work computer via SMS to their mobile phone and that's why they can't access the computer? I'm not sure that's possible but far from an expert at corporate device security mechanisms.

@austin2 it's possible that the path of least resistance might be to reach out to your employer (either your manager or a corporate help/service desk--you may need to get that info from your manager or a colleague since you're apparently locked out of the computer) and explain the situation in detail and see what they can do for you in terms of resetting or reconfiguring your security.

Re: Help please

austin2 — Sat, 25 Jun 2022 01:41:04 GMT

Yes, it was by accident

Re: Help please

austin2 — Sat, 25 Jun 2022 01:42:26 GMT

My account is up to date. My wife changed the number by mistake. I desperately need to get it back as its tied to my work computer

Re: Help please

softech — Sat, 25 Jun 2022 01:43:24 GMT

@austin2 The number that you lost, did you got it from PM? or you ported into PM from another provider? This is critical, it can determine if PM can help you to get the number back or not.

Re: Help please

austin2 — Sat, 25 Jun 2022 01:44:11 GMT

So I have a work laptop and I set up my cell number as a 2 step verification onto it. Mow I cannot log into the laptop and I need it for work

Re: Help please

austin2 — Sat, 25 Jun 2022 01:46:44 GMT

My plan is up to date. The number is a 2 step verification to my laptop and I cannot access the laptop without it. My wife changed the number by mistake

Re: Help please

austin2 — Sat, 25 Jun 2022 01:50:02 GMT

Yes, it was changed by accident

Re: Help please

softech — Sat, 25 Jun 2022 01:52:42 GMT

@austin2 wrote:
So I have a work laptop and I set up my cell number as a 2 step verification onto it. Mow I cannot log into the laptop and I need it for work

@austin2 The work laptop must have a backdoor, like a system/domain administrator can login and change the settings

Again, whether the number was from PM is a critical piece to decide if PM can even help.

If you want, try to open a ticket with PM support and they can confirm. If the number was ported into PM, then the number would have returned back to the original provider and in that case, PM cannot assign you back the number even if they want to. But if the number was from Telus family, they could help if you can convince them.

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Help please

austin2 — Sat, 25 Jun 2022 01:53:24 GMT

I mostly work from home, I was provided with a work laptop and I used me cell number as a 2 step verification. My wife changed the number by accident and now I cannot log into the laptop.

Re: Help please

austin2 — Sat, 25 Jun 2022 01:55:28 GMT

My plan is up to date. The number is a 2 step verification to my laptop and I cannot access the laptop without it. My wife changed the number by mistake. The number is originally from Public Mobile.

Re: Help please

austin2 — Sat, 25 Jun 2022 01:57:24 GMT

Its an original public mobile number. My plan is up to date.

My wife changed the number by mistake, she did not know that it is the 2 step verification for my work laptop.

Re: Help please

softech — Sat, 25 Jun 2022 02:01:59 GMT

@austin2 wrote:
Its an original public mobile number. My plan is up to date.
My wife changed the number by mistake, she did not know that it is the 2 step verification for my work laptop.

@austin2 this is a good news. You should open ticket with PM Support. They should have the ability to assign you back the number, but you need to convince them.

Please update us with the result.

Re: Help please

austin2 — Sat, 25 Jun 2022 02:36:07 GMT

I will. Thank you