topic Re: Unable to submit a ticket in Get Support

Unable to submit a ticket

SteveW — Thu, 12 Oct 2023 01:28:35 GMT

I have been trying for a few hours and I'm unable to submit a support ticket. It seems that there is a weird porting issue for my phone number. Any MFA app I have that tries to text or call me doesn't get thru. Odd thing is any existing person I have texted with it works it is just new connections it seems.

Steve

Re: Unable to submit a ticket

softech — Thu, 12 Oct 2023 01:30:13 GMT

HI @SteveW

first, with ticket issue, you can submit it via message using this link:

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

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

For your 2FA, security code issue, do you receive any incoming calls and regular SMS (P2P) from friends? If so, it is good, at least the porting was completed successfully

For 2FA text or other system generated text (A2P), it is normal for them to start coming later. Systems take longer to find out you changed provider and to route the text correctly to the new provider (Public Mobile). Also, financial institutions (banks) or government agencies (e.g, CRA) put this delay on purpose too to avoid SIM Fraud

Usually they will start coming around the 3rd day after porting but it could take as many as 7 days for all the 2FA/A2P text to come.

Re: Unable to submit a ticket

SteveW — Thu, 12 Oct 2023 23:52:00 GMT

Thx for the information. It seemed to be just the 2FA items impacted however I had one of my employees tell me they tried texting me and I didn't get it so here's hoping after the weekend things are all working.

Re: Unable to submit a ticket

softech — Fri, 13 Oct 2023 00:05:15 GMT

@SteveW

regular tax should all working pretty fast, usually on the same days if your friend are using major carriers (Rogers, Bell, etc) or within 2 days if your friends using VoIP providers (like Fongo, Textnow, etc)

So, if you are missing your friends' message, make sure you confirm was it from one specific one? or from many. If it is from small number, confirm what carrier your friend is using