topic Re: Number Transfer - New Agent Callback in Get Support

Number Transfer - New Agent Callback

Tonton — Thu, 14 Sep 2023 20:13:51 GMT

I'm receiving calls from Agents during my working business hours and can't take the call. They leave a message that they called, give me a number (different from the one that called in), and then ask for a call back. I call back and enter the number in question (new number + new phone) and the automated IVR doesn't recognize the new number.
I don't know how to get a hold of someone on this. Please advise.

Re: Number Transfer - New Agent Callback

computergeek541 — Thu, 14 Sep 2023 20:14:56 GMT

@Tonton wrote:
I'm receiving calls from Agents during my working business hours and can't take the call. They leave a message that they called, give me a number (different from the one that called in), and then ask for a call back. I call back and enter the number in question (new number + new phone) and the automated IVR doesn't recognize the new number.
I don't know how to get a hold of someone on this. Please advise.

Public Mobile uses an online support model Although the carrier has been known to call customers is some rare cases, usually the way to contact support is to open a ticket using the chatbot.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If the chatbot ticketing system doesn't work, pelase send a private message to CS_Agent.

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

Re: Number Transfer - New Agent Callback

Handy1 — Thu, 14 Sep 2023 20:15:29 GMT

@Tonton You need the porting team number will send you private message . Also leave you with this direct link to support if they needed

send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Number Transfer - New Agent Callback

hTideGnow — Thu, 14 Sep 2023 20:16:46 GMT

HI @Tonton

the porting was not done, probably you didn't give them the proper info. There is a team you can call back instead. I will message you the phone number, check your Community inbox

Re: Number Transfer - New Agent Callback

Tonton — Fri, 15 Sep 2023 20:53:54 GMT

Thanks for all the support! Looks like they fixed it on Telus' side and the phone call was unnecessary. Problem is solved and the port team helped out