topic Re: Port out in Get Support

Re: Port out

XIAOYANALBA — Mon, 20 May 2024 20:14:16 GMT

Hi there, can you please send me the PM support phone for the pot out? I'm out of the country not able to access text. Need to transfer to Virgin Mobile for the roaming. Has been submitting tickets but to no response from CS support at all.

Re: Port out

softech — Mon, 20 May 2024 20:17:04 GMT

@XIAOYANALBA

there is no direct help number for port out support. Please open ticket with support and explain the situation and ask them to take your verbal approval for port

open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: 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 ticket submitted, CS Agent will reply to you there

the top right) after ticket submitted, CS Agent will reply to you there

Re: Port out

BKNS27 — Mon, 20 May 2024 20:34:15 GMT

@XIAOYANALBA

It be is going to be tough to port over to Virgin if you can’t reply to the text from PM confirming you are porting out.

But you can try by asking a CS_Agent by DM them to help you but no guarantee that it can be done.

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

I am surprised that you didn’t port out before leaving Canada.

Re: Port out

RavingRaven — Mon, 20 May 2024 21:05:12 GMT

@XIAOYANALBA

Send a private message giving Public Mobile written authorization to port out your phone # to Virgin Mobile. I know from past experience with Bell they were able to schedule a port out time/date once I paid and they set up my account. My "work" phone # was ported in the following day at noon. ( I was able to reply to the text.)

Include in a private message to customer support an official authorization line : I, "Your Name" hereby authorize Public Mobile to release my phone #: XXX-XXX-XXXX from Acct #10000001234567 to Virgin Mobile ( include your new account #'s last 4 digits if possible Xing out the the digits between the first and last 4 digits of the account #.)

Be sure to pre-verify your PM account in your initial message by also including:

Your full name and address.
Email
Phone #
4 digit account PIN #

The agent may also ask a few additional verification questions like the last 4 digits of your payment card, last payment amount and date. Additionally you should ask them to remove your payment card details from your account once they accept your written authorization.

If you haven't already pre-arranged a port out time with Virgin Mobile you can then call them to reinitiate your port request from PM to Virgin.

Re: Port out

Stonechucker1 — Mon, 20 May 2024 23:30:00 GMT

You'd be better suited to pick up a temporary Sim wherever you are traveling. You'll have connection before p.m. gets back to you

Re: Port out

XIAOYANALBA — Tue, 21 May 2024 05:18:16 GMT

Thank you so much for the details. I'll do it.

Can you please let me know if I should schedule the port out with my new service provider Virgin Mobile before sending this authorization to CS agent or after? Thanks a million. So frustrated with PM.

Re: Port out

XIAOYANALBA — Tue, 21 May 2024 19:23:57 GMT

Yes, already did, but a whole lot other accounts login 2-step verification linked to the PM phone#...:(