topic Re: Ticket to Customer Support submitted , but no support received in Get Support

Ticket to Customer Support submitted , but no support received

jinayelim18 — Tue, 01 Apr 2025 20:14:24 GMT

I need help!

I have signed up to a new service provider, Freedom Mobile, and want to port my number out, and cancel my Public Mobile subscription.

Freedom Mobile has sent the request to Public Mobile 3 times, but I have not received any SMS text message from Public Mobile for me to confirm my number porting out request.

I submitted a Ticket to get help from Public Mobile’s Customer Support Agent, but have not received any support from anyone.

Please help!

Jin

Re: Ticket to Customer Support submitted , but no support received

Sansan — Tue, 01 Apr 2025 20:18:19 GMT

How long ago did you submit the ticket? Did you check your inbox for their response?

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Did you close your Public Mobile account before requesting the port? Is the account paid up?

Can you receive other SMS? If you can, you should receive the SMS to confirm the port.

Re: Ticket to Customer Support submitted , but no support received

hTideGnow — Tue, 01 Apr 2025 20:18:52 GMT

hi @jinayelim18

did you check the Community inbox?

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

usually they reply within 2 to 4 hours.

So, what was the issue you are having? wonder if community can bemp

Re: Ticket to Customer Support submitted , but no support received

jinayelim18 — Tue, 01 Apr 2025 20:22:39 GMT

Am I supposed to close my Public Mobile account before requesting the port out?

i have a credit of $35 in my Public Mobile account!

Re: Ticket to Customer Support submitted , but no support received

jinayelim18 — Tue, 01 Apr 2025 20:24:44 GMT

I submitted the ticket yesterday, over 24-h ago.

i didn’t see anything in the community inbox

Re: Ticket to Customer Support submitted , but no support received

Sansan — Tue, 01 Apr 2025 20:25:10 GMT

NO YOU ARE NOT. The Public Mobile account will be closed once you successfully port out. But you will lose any credit as they do not refund.

I'm trying to determine why you are not receiving the SMS as you said.

Re: Ticket to Customer Support submitted , but no support received

jinayelim18 — Tue, 01 Apr 2025 20:25:32 GMT

Yes, I can receive SMS text messages from everyone else except from Public Mobile on that important question!

Re: Ticket to Customer Support submitted , but no support received

hTideGnow — Tue, 01 Apr 2025 20:26:18 GMT

hi @jinayelim18

always leave you account active for port

once account is ported, it willclose itself as part of the port

sorry, the $35 won't be refunded as this is a prepaid carrier. So, you might want to stay for another month to use up your Available Funds and rewards

Re: Ticket to Customer Support submitted , but no support received

hTideGnow — Tue, 01 Apr 2025 20:27:47 GMT

and @jinayelim18 , you don't ask PM for that. You need to ask your new carrier to resend the port request

Re: Ticket to Customer Support submitted , but no support received

Sansan — Tue, 01 Apr 2025 20:28:11 GMT

I would say they are busy then. It's hard to determine their reply time frame. I would say send another message, but sending too many messages which infact cause further delays and doesn't get the original answered faster.

I would give them a few more hours then submit again.

Re: Ticket to Customer Support submitted , but no support received

jinayelim18 — Tue, 01 Apr 2025 20:28:45 GMT

Me too! I’m asking that question too!

Re: the $35 credit, what can I do with it? Can I transfer it to my cousin whom I introduced to Public Mobile and they have an account?

Re: Ticket to Customer Support submitted , but no support received

hTideGnow — Tue, 01 Apr 2025 20:30:08 GMT

sorry @jinayelim18 funds cannot be transferred or refunded. You leave now the money would be wasted

Re: Ticket to Customer Support submitted , but no support received

Sansan — Tue, 01 Apr 2025 20:31:07 GMT

Unfortunately, no you cannot transfer funds to anyone else. Not even to yourself if you had another account. You will loose it 😔.

Re: Ticket to Customer Support submitted , but no support received

jinayelim18 — Tue, 01 Apr 2025 20:31:28 GMT

Oh! Any suggestions on how to use up that credit?

Re: Ticket to Customer Support submitted , but no support received

Sansan — Tue, 01 Apr 2025 20:35:07 GMT

You'd have to unsubscribe your cc from file. You do that under the Subscription tab, Manage Subscription. That way your not charged anymore. Then the system will take money from Available Funds next Renewal. That means you have to stay with PM another month or untill all Available Funds are nil.

But if you've already signed up with someone else, you'd be loosing there too...

Re: Ticket to Customer Support submitted , but no support received

hTideGnow — Tue, 01 Apr 2025 20:38:05 GMT

hi @jinayelim18 only meaningful way to use the credit is to stay for another month

Re: Ticket to Customer Support submitted , but no support received

jinayelim18 — Tue, 01 Apr 2025 20:42:09 GMT

I guess! ：）

I went into the Rewards Catalogue and redeemed 2 x $15 to pay down my monthly subscription. That would help, correct?

Re: Ticket to Customer Support submitted , but no support received

Sansan — Tue, 01 Apr 2025 20:44:38 GMT

Yes, but to make it worth it you have to stay untill it's used up.....

Re: Ticket to Customer Support submitted , but no support received

jinayelim18 — Tue, 01 Apr 2025 20:44:49 GMT

Ah ha! So I suspend my credit card as payment, so Public Mobile will use the Rewards I redeemed, 2 x $15 to pay down my next monthly subscription?

Re: Ticket to Customer Support submitted , but no support received

Sansan — Tue, 01 Apr 2025 20:47:20 GMT

Yes