topic Re: anyone know how to complain about the customer service of Public mobile. in Get Support

anyone know how to complain about the customer service of Public mobile.

Hmoon — Thu, 06 Mar 2025 20:33:20 GMT

My sim card is not working and I have contacted the customer agent, there is no issue and I decide to port my number to another service provider. the customer just ignore what I said and did and keep saying I did not follow the procedure. I have using Public mobile for about 8 years, Never had such a bad experience.

Re: anyone know how to complain about the customer service of Public mobile.

slusagm — Thu, 06 Mar 2025 20:47:10 GMT

you decide to port your number to another provider, but what is the thing to complain then?

you can submit another ticket and ask them to escalate to manager, message them: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: anyone know how to complain about the customer service of Public mobile.

computergeek541 — Thu, 06 Mar 2025 20:55:59 GMT

Re: anyone know how to complain about the customer service of Public mobile.

Hmoon — Thu, 06 Mar 2025 21:41:50 GMT

they do not release the number

Re: anyone know how to complain about the customer service of Public mobile.

HALIMACS — Thu, 06 Mar 2025 21:45:59 GMT

Just to be clear, @Hmoon , when a customer ports their number to another provider it's ALL ON the new provider to bring the number over to them.

It's not on the provider a user is leaving to do anything, except release the number once the customer meets the requirements of the port authorization text sent to them.

Your complaints are to be directed to the NEW provider who are failing to ensure your port is being done correctly.

Hope their service is better than the way it started.

Re: anyone know how to complain about the customer service of Public mobile.

Hmoon — Thu, 06 Mar 2025 21:47:43 GMT

the new provider needs public mobile to release the number, Public Mobile did not do that, I requsted multiple times.

Re: anyone know how to complain about the customer service of Public mobile.

HALIMACS — Thu, 06 Mar 2025 21:50:35 GMT

Missing my point, @Hmoon

If you met all the requirements of a port, then it's on the NEW PROVIDER to draw the number to them.

The mobile service provider one is leaving will not go the extra mile to help a customer move away - there's nothing in it for them.

Re: anyone know how to complain about the customer service of Public mobile.

will13am — Thu, 06 Mar 2025 22:34:21 GMT

@Hmoon , if your issue remains unresolved, please follow this help article.

https://www.publicmobile.ca/en/get-help/articles/submit-a-ticket

Re: anyone know how to complain about the customer service of Public mobile.

colleeno — Fri, 07 Mar 2025 00:28:46 GMT

It sounds like the OP doesn’t have an active account therefore his number cannot be ported.

Re: anyone know how to complain about the customer service of Public mobile.

Hmoon — Fri, 07 Mar 2025 01:11:17 GMT

the new provider has done everything they did, but the public mobile denied to release the number! Public mobile has received the request!

I am OK to share the private message with the public mobile agent here but to be clear, my personal information must not be shared here.

Re: anyone know how to complain about the customer service of Public mobile.

Hmoon — Fri, 07 Mar 2025 01:12:18 GMT

I have an active account and charged for another month, though I ask to stop subscription due to sim card failure

Re: anyone know how to complain about the customer service of Public mobile.

HALIMACS — Fri, 07 Mar 2025 01:15:11 GMT

@Hmoon

Was your Public Mobile account active at the time you activated service with the other provider?
Did you get the Port Authorization request text from Public Mobile?
Did you reply "YES" to that within 90 minutes of getting it?
Did you then replace your SIM with the new provider SIM card (or e-SIM), then reboot your device?

Re: anyone know how to complain about the customer service of Public mobile.

HALIMACS — Fri, 07 Mar 2025 01:25:06 GMT

@Hmoon wrote:
I have an active account and charged for another month, though I ask to stop subscription due to sim card failure

@Hmoon

So your Public Mobile service was NOT WORKING if you were experiencing a SIM card failure?

Then does that mean you did not get the port authorization request text from Public Mobile?

ADDING: 2 weeks ago, you started another thread stating that you had NO SERVICES due to a SIM card failure. If that's the case, and you have no phone or SMS (text message) services, you'll need to get the service resumed such that you can receive the Port Authorization request text to formally approve the transfer of your number to another provider. I honestly do not know if a Customer Support Agent can (will) circumvent that process by manually approving a port.

Re: anyone know how to complain about the customer service of Public mobile.

Hmoon — Sat, 08 Mar 2025 22:47:42 GMT

I told agent that my sim card is not working and they asked me to contact a number once the request is sent to the new provider. I did this twtice, the number I called told me that they cannot process the request to release the number, and I contact the agent again, the agent just ignore what I said and asked me to do the whole request again.