Accidental number change - network unavailable

[Marcalev]

Hi, I am currently travelling and was looking in the PM app to update some contact information while waiting at the airport and somehow accidentally change my number (don’t ask me how.. it was not smart). I went to try to change it back but couldn’t. But now my phone won’t connect to the network… I’ve done a reset of the network settings, and followed all the troubleshooting from the AI chat. But I can’t make calls or text or use data..

[will13am]

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@Marcalev wrote:

@Dunkman my self serve shows a new number that does not match the one in my “cellular” settings on my phone - I think I changed numbers twice when trying to get back my old number. I’m able to iMessage with the number in my settings, but without data that leaves me a little stranded while travelling.

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@Marcalev , data availability is not affected by a phone number change.  The only impact is on SMS and calls which use the actual phone number on the account.  I think rebooting your phone should point all the apps that use the phone number to the latest one on the account.  As long as you have a phone number properly assigned to your account, you should be able to call and text using that number while you work with support to restore your original number.  Good luck.

[Dunkman]

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@Marcalev 

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@Marcalev wrote:

@Dunkman my self serve shows a new number that does not match the one in my “cellular” settings on my phone - I think I changed numbers twice when trying to get back my old number. I’m able to iMessage with the number in my settings, but without data that leaves me a little stranded while travelling.

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Hopefully, CSA will get back to you soon.  Sometimes if not busy, within 0.5-1 hour.   

[Marcalev]

@Dunkman my self serve shows a new number that does not match the one in my “cellular” settings on my phone - I think I changed numbers twice when trying to get back my old number. I’m able to iMessage with the number in my settings, but without data that leaves me a little stranded while travelling.

[Dunkman]

@Marcalev 

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@Marcalev wrote:

It was a PM number originally. It changed the number in my phone and I lost it on iMessage.. I sent them a message just now. 

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That is better news.  CSA should be able to get the number back easier.  Does the new number show up in your PM account self service?  If you need service with new number, you could logout of Imessage and log back in.  

[Marcalev]

It was a PM number originally. It changed the number in my phone and I lost it on iMessage.. I sent them a message just now. 

[Dunkman · Accepted solution]

@Marcalev 

Was the original number from Public mobile or from another company that you ported over?  If you changed your phone number successfully, the original number goes back to the original carrier.  What were some of the details of your situation?  Did you choose a new number?  

The best option is to contact Customer service agent.  Either submit a ticket for CSA help or directly private message CSA via the following link:

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

Expect a few hour wait until CSA responds though. Check your private message inbox for response.