topic Re: Please help I lost my number in Get Support

Please help I lost my number

Lulu930 — Thu, 05 Dec 2024 21:57:56 GMT

I have lost my access to my phone number and I am looking for customer service to help me to retrieve my number

can you send me a message, I have tried sending several messages

I cannot find a phone number for customer service to talk directly to you

Re: Please help I lost my number

hTideGnow — Thu, 05 Dec 2024 21:59:07 GMT

HI @Lulu930

PM support is all online and you need to message them if you have no access to My Account.

You can submit ticket by direct message:

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

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

but you said you lost your number, so you have no PM service at this time? how long you have no service?

Re: Please help I lost my number

Lulu930 — Thu, 05 Dec 2024 22:01:28 GMT

For about 5 days I have lost the service

I am hoping to connect with a customer service to help me to retrieve the number

Re: Please help I lost my number

Lulu930 — Thu, 05 Dec 2024 22:02:25 GMT

I remember that I was able to talk to someone through a live chat before, and the response was instant and live

is there another channel to reach them?

Re: Please help I lost my number

hTideGnow — Thu, 05 Dec 2024 22:05:07 GMT

hi @Lulu930

sorry, this is the only channel to reach them.

No live chat or no phone number. If you had live chat with PM support, it was a very short pilot program, I think no more than 2 months and it was like 2 years ago

Re: Please help I lost my number

Meow — Thu, 05 Dec 2024 22:35:33 GMT

@Lulu930 wrote:
I remember that I was able to talk to someone through a live chat before, and the response was instant and live
is there another channel to reach them?

Only time you were (somehow) able to talk to PM staff is before signing up. Most likely that channel is closed now and there is NO live support from PM.
Only ticket will get you in touch with PM staff.

And your wording is strange... HOW did you lose access to your number? Do you still have a phone with active PM service? Your service is either active (you can call/sms) or not. There is no in between.

Re: Please help I lost my number

BKNS27 — Thu, 05 Dec 2024 23:10:41 GMT

@Lulu930

I think you mean that you lost service and not your number.

If you login online or the PM app. Check if Subscribe (AutoPay) button is enabled (turned on) to make monthly payments.

If it is disabled (turned off), you will need to make a manual payment with a CC or vouchers and the AutoPay will continue payment afterwards.

If all looks fine, there could an outage in your are so check the outage map.

https://istheservicedowncanada.com/status/telus/map

I need help! Can mayor, customer support see this? I lost my number

Lulu930 — Sat, 07 Dec 2024 00:32:36 GMT

I am in need of help. I have been trying to reach someone from customer service for 2 days and so far this has not been resolved. Instead the last message I received was “I don’t mean to be judgmental, but how come you didn’t…..” a very personal judgement and did not resolve my question.

The problem: I missed the payment deadline by 5 days and they closed my account. I am trying to get my account back, or, i can create a new account. I need this specific number because it is connected to all my life’s accounts.

I relayed this situation to the cs agent and they were not understanding but kept saying the account closure is “irreversible”, but did not provide solutions. I called freedom and they told me public still owns the number. My biggest worry is that someone else took it. But so far the number is not in use.

I just need the number back as I cannot unbind it with my important accounts.

can somebody please help me?

the first agent said it’s a technical issue and need to speak to tech team to allow this, she’s not back to work today

i understand I missed the deadline but it shouldn’t been this difficult to get a number back that I’ve been used for years and paying public mobile for years. The real reason is because I set up a reminder to pay and ended up in the hospital and those days happened at the same time. Providing this reason did not help and resulted in their judgmental statement. I feel very disappointed with this service. But I need my number back

Re: I need help! Can mayor, customer support see this? I lost my number

Lulu930 — Sat, 07 Dec 2024 00:35:28 GMT

I can create a new account and request for this number as well, so far they are saying it’s a “system” reason why they cannot give this number

wondering if anyone has experience with this and how can I reach a real person

Re: I need help! Can mayor, customer support see this? I lost my number

fixin1 — Sat, 07 Dec 2024 00:37:53 GMT

@Lulu930 - All phone numbers will be required to have a 90 day pool before anyone else can get it.

Koodo, TELUS and Public Mobile have the same pool
Rogers, Fido (At Times) and Chatr mostly use the same pool
Bell, Virgin Plus, Lucky Mobile, No Name, and PC Mobile use the same pool.

If you are unsure of where your phone number originated, please look up and contact the carrier that the phone number lookup states. They may require you to make a New Account on their service before porting to Public Mobile again.

https://www.cnac.ca/co_codes/co_code_lookup.htm

Re: I need help! Can mayor, customer support see this? I lost my number

slusagm — Sat, 07 Dec 2024 00:48:10 GMT

we are just customers, we can suggest what to do

And Mayors like myself are wise, but we don't see your account

Oracles are even better, but they can't help either

I see you have been talking to CS Agent, yes, they are the only one able to help. Please be patient and give them as much info as possible and try to work out a solution

And we can try to help we the phone number look up, what area code and the next 3 digits?

Re: I need help! Can mayor, customer support see this? I lost my number

golfball — Sat, 07 Dec 2024 00:45:31 GMT

You might want to give contacting Telus a try as they should have access to the number since PM belongs to them.