topic Re: Problems starting support ticket in Get Support

Problems starting support ticket

Jembo — Fri, 13 Oct 2023 15:23:16 GMT

There is a constant error message while trying to start a support ticket. I've been trying for 24 hours. Same error message.

I'm trying to Port my existing Public Number to a new phone which I bought a new Public plan with an eSim on it. My current phone would not allow me to get an eSim for it so I got an eSim for the new phone with a 5G plan but could not Port my current number. Had to choose a new number to activate the eSim but would really like to keep the Public mobile number I currently have on my old phone. My subscription on my old phone is due to expire on October 28th. As mentioned, can't open support ticket as keep getting same error message.

New phone is under different account email address as that was the only way to do it through your system 😞

Appreciate it if someone from SUPPORT could get back to me 🙂

Re: Problems starting support ticket

hTideGnow — Fri, 13 Oct 2023 15:26:09 GMT

hi @Jembo

you don't "port" your old number from one account to another. You cannot

You should download the PM app, then login to your Old account and the Buy eSIM from Subscription & Add-on page

But since you opened a new account now, this new one should be cancelled. please submit a ticket with CS Agent and ask them what you should do from here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Problems starting support ticket

Jembo — Fri, 13 Oct 2023 15:30:53 GMT

I tried purchasing an esim on my existing account but was told my device was not compatible so could not.

I have tried opening support tickets constantly since I started trying to buy an esim yesterday at noon and receive the same error message in the image posted above xxxx so I have not been able to do that which is why I am posting here 😞

Re: Problems starting support ticket

Yummy — Fri, 13 Oct 2023 15:31:16 GMT

Yes, even using computer same error does appear.

Contact agent directly. Follow chatbot's instructions...

Re: Problems starting support ticket

Jembo — Fri, 13 Oct 2023 15:45:38 GMT

Thank you for your replies - glad I'm not the only one having this issue! I tried to buy an eSim using my old account but was told my device wasn't eSim compatible so that's why the only way was to open a second account. It woulda been easier if I'd been able to get tech support. Have submitted a ticket through the form you sent me so thanks very much for your help. Really appreciate it. 🙂

Re: Problems starting support ticket

Jembo — Fri, 13 Oct 2023 15:49:01 GMT

I did download the App. It didn't help. Couldn't order an eSim through my existing account do that's why I set up the new account. Appreciate your advice and have now submitted a ticket through the link.

Thank you!

Re: Problems starting support ticket

Jembo — Fri, 13 Oct 2023 15:50:50 GMT

chatbot instructions send to error message page 😞

Re: Problems starting support ticket

BKNS27 — Fri, 13 Oct 2023 16:13:52 GMT

@Jembo

That is a problem with eSIM. People think their phone is eSIM compatible and end up purchasing eSIM and find out later that it is not.

Also, if you get a new phone, you have to make another eSIM purchase on the new phone whereas with a SIM…you just pop it out and install on the new phone and be done with it!

Re: Problems starting support ticket

Jembo — Fri, 13 Oct 2023 16:19:03 GMT

Yes, it's true. I knew my old phone would take both Sim but unsupported because it's Huawei. 😞

Political issues not technical ones lol.

Anyways I got the support and just have to choose the new number and close the old one.

Thanks for your help.

Re: Problems starting support ticket

hTideGnow — Fri, 13 Oct 2023 16:23:29 GMT

HI @Jembo

you have to go with the new number? they cannot help you to get back to the old account?

Re: Problems starting support ticket

Jembo — Fri, 13 Oct 2023 16:30:54 GMT

Nope. My old phone is a dual sim Huawei but not supported for eSim so the only way was to open another account to buy an eSim and you can't transfer numbers within PublicMobile. Kinda crazy given you can Port numbers from other carriers but not within Public itself??!!

Anyways my existing subscription expires in 14 days so that's OK. Just means I have to change my number on everything which is a nuisance. Still I love PublicMobile 🙂