Any Other Way To Reach Support?

[AlexPM55]

I can't call support (out of the country and the only way to get an agent is via text) and the community messaging system is awful because there are long delays between messages and the staff that I interact with are constantly changing and unable to track the history of my issue. 

[AlexPM55]

You must have missed the part where for 45 days customer support has told me I can port while being outside of the country and made me jump through hours upon hours worth of hoops trying to time it correctly. 

[hTideGnow]

hi @AlexPM55 

Porting without replying yes to the porting authorization is not allowed here.  You don't need to wait 45 days, Community can tell you that.

And don't blame PM for the security reason, many carriers have same strict rule

[AlexPM55]

Just an update, I have now been informed, after 45 days of back and forth attempts to time the by-pass window with customer support, and them repeatedly telling me different things, that now for security reasons I am unable to port my number while outside of Canada.
I'll be terminating my service with Public Mobile as soon as my issue is resolved and don't see why anyone who interacts with their customer support would ever stay with them.

[CSA_PM]

Thank you for the escalation! The customer is in contact with an agent.

[hTideGnow]

hi @AlexPM55 

sorry, support agent won't help to bypass the SMS approval, this must be done via SMS

so, there is no way to port your phone number while you are away. 

Only workaround is you ask a friend to help to buy a sim card in Canada, change the sim card for you and receive the sms for you and approve the port for you

[hairbag1]

@AlexPM55 

Can you wait until returning to Canada before transferring the number ? If you're not in US or Mexico, there are no provisions offered by Public Mobile for messaging. Otherwise it sounds like you'll have to continue working with Customer Support using whatever method of communications that you have been using up to now.

[AlexPM55]

I am out of the country for 6 months and trying to port my phone number. This is usually done via sms, but I can't receive those abroad. CS can set up a 24hr bypass. This is a little difficult to time with the porting request and support delays (which are understandable), but it keeps failing because the customer support agents don't take the time to read my current message or the last few messages to understand what is going on which keeps causing missed 24hr bypass requests and a does not provide me with info I request like did the porting request land (if it already has I must cancel it and re-request). 

[hairbag1]

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@AlexPM55 wrote:

Yes, I can keep track of it easy enough. Most of the customer service agents can not or are unwilling to because they are just trying to process tickets and reply as fast as they can. My issue has been ongoing for over a month and a half because of this and I've spent countless hours on something that should be an easy fix because each interaction is like it starts with a blank slate. 

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"a month and a half"...that's about long enough, I'd say. Going forward, demand that your concern be escalated to a senior adviser asap. Let them know you've been working on it for several weeks already and you're prepared to escalate beyond Public Mobile.  Good luck.

edited 

[AlexPM55]

Yes, I can keep track of it easy enough. Most of the customer service agents can not or are unwilling to because they are just trying to process tickets and reply as fast as they can. My issue has been ongoing for over a month and a half because of this and I've spent countless hours on something that should be an easy fix because each interaction is like it starts with a blank slate. 

[BKNS27]

@AlexPM55 

You can keep track of what was communicated between you and the CS_Agent in Messages in Inbox or Sent (drop-down).

Since you are out of the country. There will be no service unless you have the Canada/USA/Mexico plan for service in USA or Mexico.

[Sansan]

Well, I hope they credit you after you leave. It's always best to use up all your funds before canceling or moving your account. You will also lose any accumulated points to date.

[ipro32]

@AlexPM55  Today is Feb 16, which means it's Family Day. I'm not sure if Public Mobile agents are even working at this time.

I'm in the same situation as yourself, I hope by tomorrow they respond.

PM credited me $11 due to a billing error. PM charged me twice when I subscribed. Instead of refunding credit card the duplicated $11 they just added the money to my balance. I've decided to port out before renewal this month so I sent them a message to refund me properly. Since it was a billing error they should refund back to original payment method. But, to wait for their response can take at least 24hrs or longer depending on other factors.

[hairbag1]

@AlexPM55 

So to start… give us idea of the nature of your vexation. Maybe we can help before customer support does.

[Sansan]

Unfortunately,  there is no phone number regardless if you are in Canada or not.

It's all via messages and yes  there would be a delay in between the time you send and they replied. Then your time difference will also impact.