There is a moderator online at the moment, but they address help requests on a first come, first served basis. Unfortunately, response times for assistance are much longer than normal right now (2-3 days) due to the heavy volume of help requests from the promotion currently running.
For help with your issue, you should send a private message to any moderator listed here:
http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Modera...
Include your PM SIM card number, e-mail address and if porting, the phone number you're porting, your account number with your previous carrier, and the authorized name exactly as it appears on that account.
Since moderator response time is longer than normal, I advise turning on e-mail notices for private messages in your community account (see first link). That way, you'll quickly see any reply without having to constantly check your community inbox.
