topic Re: Wrong phone number in Get Support

Wrong phone number

Ruthlessly — Mon, 17 Mar 2025 12:49:17 GMT

I switched my 90 year old father to PM and 4 days into his service they have switched his phone number. Now his old number is “out of service”. This is a catastrophe as doctors can’t reach him. He is 90 years old and in fragile health. I submitted a ticket to PM yesterday but no responses. How do I escalate?

Re: Wrong phone number

eddieO — Mon, 17 Mar 2025 12:59:48 GMT

@Ruthlessly you might have messaged them close to the end of their regular support hours (9am to 10pm EST). Try creating another ticket if you still haven't heard anything from them.

You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: Wrong phone number

Phil_Adelphus — Mon, 17 Mar 2025 13:01:03 GMT

@Ruthlessly When you switched him, did you leave the old provider's sim in the phone to reply Yes to their authorization SMS within 90 minutes of receiving it? Do you mean his account with the previous carrier is "out of service"?

Re: Wrong phone number

Ruthlessly — Mon, 17 Mar 2025 13:13:10 GMT

Yes I left the sim in and tested the porting went ok. No, his new PM account is live but has been assigned a different phone number. When i moved him over I tested that his 519 phone number worked and it did for a few days. Now if you phone his old # you get “that number not in service”. Magically he has a 226 number now

Re: Wrong phone number

eddieO — Mon, 17 Mar 2025 13:16:20 GMT

@Ruthlessly not sure if this will help but try restarting the phone while you are waiting for a response from support