topic Ported phone number problems in Get Support

Ported phone number problems

bobby2unes — Fri, 28 Apr 2023 14:55:25 GMT

Hi,

My problem is that when I send out a text or make a call from my ported phone # (old one that I want to keep), some of my phone contacts see only my temporary phone # given by Public. I have tried multiple tickets without response. I have called the Telus, they advise that the problem might be on Public's side and that possibly Public techs need to "refresh the network". Anybody else had this problem?

Thanks,

Frustrated.

Re: Ported phone number problems

HALIMACS — Fri, 28 Apr 2023 15:01:27 GMT

@bobby2unes

I'll give you two ways to contact them to help get the porting resolved.

First of all, check your private message mailbox by tapping the envelope icon upper right when you see a little red number in it, that'll be my message with the phone number

Secondly, you can place a support ticket as follows:

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here to create a support ticket, or,
Send a private message to Customer Support Agent by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Ported phone number problems

Meow — Fri, 28 Apr 2023 15:04:42 GMT

It looks like porting failed or is not completed yet. As soon as you subscribe and initial porting PM will assign temporary number to you.

Contact agent for assistance:

To Contact CSA-agent there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+) Here

Agent’s response is usually between 15 and 120 minutes with a ticket. Private messaging might take longer.

Watch for envelope in top right corner of Community page. It will show Number of unread emails.

Re: Ported phone number problems

BKNS27 — Fri, 28 Apr 2023 15:15:58 GMT

@bobby2unes

Try rebooting your phone first by powering off the phone then power back on.

I assumed you replied to the text with YES with the Telus SIM in your phone.

If so, it could be a provisional issue with the SIM then you need to contact a CS_Agent to look into the issue by submitting a ticket on SIMon Chatbot or private message them.