topic Re: CS_Agent is not responding - Ticket can't be submitted either - what else can I do? in Get Support

CS_Agent is not responding - Ticket can't be submitted either - what else can I do?

RiazK — Tue, 27 Jan 2026 23:03:12 GMT

I purchased the subscription for my kids yesterday, and both of their activation failed during the process, right after the number got transferred. Basically, as the activation was in process, I got text from my previous provider, and I responded Yes. Right away, that service got disconnected (I was on Wifi), and activation also failed. Since then I haven't been able to complete the activation. The app brings be to Transfer Number page. Upon entering the number now, it gives me an error message that Number is Invalid.

I called my previous provider, and they confirmed that porting was completed. It has been over 24 hours now, and I haven't received any response from CS_Agent. When I tried logging the ticket via bot, i got the link, but after completing the info (twice) - the Submit Ticket button was disabled - amazing customer experience 🙂

I have tried this multiple times - have restarted the phone multiple times. Both my kids have iPhone 12. I got eSIM for both. Eligibility confirmed iPhone 12 can use eSIM.

I have tried calling the Koodo porting support line - the bot there doesn't help and at the end says I need to get on Koodo bot and schedule a callback.

I don't know what to do ... both my kids now don't have a phone service.

PS: I tried giving up the number transfer and tried selecting new number to proceed - activation fails for that too.

I am really tired and frustrated with this whole process where I am getting no support. What can I do aside from moving to another provider and getting new numbers with them?

Re: CS_Agent is not responding - Ticket can't be submitted either - what else can I do?

hTideGnow — Tue, 27 Jan 2026 23:06:28 GMT

hi @RiazK

your port was sent out already, but the activation stuck somewhere

ask PM support agent to help, 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: CS_Agent is not responding - Ticket can't be submitted either - what else can I do?

RiazK — Tue, 27 Jan 2026 23:13:46 GMT

Thanks @hTideGnow.

I have sent CS_Agent a message - it has been over 24 hours. No response. Is there any way to reach a human some how?

Re: CS_Agent is not responding - Ticket can't be submitted either - what else can I do?

kevin17hearth — Tue, 27 Jan 2026 23:16:16 GMT

LOL 2 hours? I haven't heard back from them for 48 hours. Same situation

Re: CS_Agent is not responding - Ticket can't be submitted either - what else can I do?

Jenn_lau — Tue, 27 Jan 2026 23:26:23 GMT

i got a response after 72 hours and 3 tickets, there is hope, agents are alive.

Re: CS_Agent is not responding - Ticket can't be submitted either - what else can I do?

Cat13 — Tue, 27 Jan 2026 23:43:30 GMT

How do I send to CS_Agent?

Re: CS_Agent is not responding - Ticket can't be submitted either - what else can I do?

RiazK — Tue, 27 Jan 2026 23:51:40 GMT

Use this link:

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

Re: CS_Agent is not responding - Ticket can't be submitted either - what else can I do?

yuanhua3962 — Wed, 28 Jan 2026 00:01:59 GMT

Same situation here. I'm in urgent need of assistance, but @CS_Agent (AKA Catalina) has not yet gotten back to me after three days. All I received was the initial response that they gave me.

Re: CS_Agent is not responding - Ticket can't be submitted either - what else can I do?

RiazK — Wed, 28 Jan 2026 01:05:22 GMT

@CS_Agent @CSA_PM

Please help

Re: CS_Agent is not responding - Ticket can't be submitted either - what else can I do?

RammelB — Wed, 28 Jan 2026 03:49:26 GMT

He doesnt respond at all now

Re: CS_Agent is not responding - Ticket can't be submitted either - what else can I do?

RiazK — Wed, 28 Jan 2026 04:14:37 GMT

I am considering filing a complaint with CRTC about lack of customer service, and leaving customers in limbo - charging customers with no cell phone service and zero communication/customer service. If my issue doesn't get resolved by noon tomorrow, I will file the complaint.

https://www.ccts-cprst.ca/for-consumers/telecom-complaints/online-complaint-form/

There are many people in similar situation as me, so I am posting the link for complaints above. If enough people would file a complaint, I am sure PM will have to respond to CRTC.

Re: CS_Agent is not responding - Ticket can't be submitted either - what else can I do?

RammelB — Wed, 28 Jan 2026 04:23:43 GMT

Did they at least resolve the issue?

Re: CS_Agent is not responding - Ticket can't be submitted either - what else can I do?

RammelB — Wed, 28 Jan 2026 15:54:42 GMT

Did you end up filing a complaint?

Re: CS_Agent is not responding - Ticket can't be submitted either - what else can I do?

RammelB — Wed, 28 Jan 2026 15:55:15 GMT

Did you end up filing?

Re: CS_Agent is not responding - Ticket can't be submitted either - what else can I do?

RiazK — Thu, 29 Jan 2026 04:38:28 GMT

No, my issue was resolved today morning. CS_Agent reached out in the morning, and after that it was very responsive communication with the agent - message exchanges via private messages. Both my kids lines got activated, and numbers re-assigned.