topic Re: Porting mistake in Get Support

Porting mistake

SG1982 — Tue, 03 Jun 2025 19:24:22 GMT

When porting in a 2nd number to my account, I mistakenly replaced the current number instead of adding. I am looking for support on how to reinstate the initial phone number and SIM and keep my 2nd number and SIM on the account

Re: Porting mistake

hTideGnow — Tue, 03 Jun 2025 19:26:21 GMT

hi @SG1982

there is no way to "add" 2nd number to an account. PM system is only setup to take one email for one account and phone number. So, you actually need to ask PM to get the first number back, and use another email address to create a new 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

Re: Porting mistake

Dunkman — Tue, 03 Jun 2025 19:29:07 GMT

@SG1982

I will escalate your post to the CS_Agent. You should get a response within 0.5-1 hour. You don't need to send ticket or private message. CSA will message your directly.

Re: Porting mistake

SG1982 — Tue, 03 Jun 2025 19:33:24 GMT

Thank you! I have submitted a ticket already but will wait to hear from the agent directly. Appreciate your quick help on this!

Re: Porting mistake

CSA_PM — Tue, 03 Jun 2025 19:40:08 GMT

Thank you for bringing this to our attention! The customer was already in a private conversation with one of our agents when the post was escalated. The agent will continue assisting them directly.