@CS_Agent

[ZiruiLi]

@CS_Agent 
I switched from Fido to Public Mobile. Everything is fine, I can use the traffic but not the texts and calls. , nor can I receive a transfer confirmation from Fido, this has been going on for two days now and no one has been able to help me with this, I am trying to log into my Public Mobile account but when I enter my phone number to log in I need to fill in the SMS verification code and I can't get a text message. So I request you to help me to check why exactly my number is not receiving SMS and why I am not receiving calls.

[CSA_PM]

Hello @ ZiruiLi,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[ZiruiLi]

Thank you so much SarahPod, hope u have a good day!

[SarahPod]

I wish you the best and I hope that your problem gets resolved soon. Maybe posting to your friends on social media that your phone number is currently down and not working, then they will send your messages to your social media account instead ☺️

[ZiruiLi]

Thank you for helping me and for the well wishes! I'll reconnect with them tomorrow. I’m really appreciate!

[SarahPod]

I’m sorry, that sounds awful! I’m just a customer like yourself. Did you try the chat? And request to speak to an agent? I wonder if their customer service is less on the weekends, or if porting numbers takes longer because it’s the weekend.

HAPPY BIRTHDAY!!!! 🎂🥳🎈

[ZiruiLi]

I have been calling Telus and Koodo since yesterday and no one can help me because Public Mobile are robo-customers and can't solve my problem. I submitted the ticket but no one has been able to help me out. It's also my 20th birthday today, and I know deep down that I won't be able to receive any wishes from my friends, and I'm really sad and desperate.

[ZiruiLi]

I'm really desperate, I've been trying to contact them for two days now and there hasn't been a real person to help me with this problem until now. I haven't received a text or call in two days. I don't know who can come and save my life. How is this supposed to make me live, is it supposed to make me die?

[SarahPod]

Was the Fido SIM deleted before it was confirmed that the phone number port from Fido to Public Mobile was completed and confirmed to be working properly? If so, that might be the reason for experiencing the problem. I recommend that you:

1. Submit a ticket explaining your problem in detail: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 (response within 2-4 hours).

2. Contact customer service by: a) website: clicking the orange chat bubble in the bottom right corner, or b) mobile app: under the “support” tab, find the “contact us” section and click on “chat with agent” (response immediate).

[ZiruiLi]

hi Sarah Pod, thank you for replying. I have Public Mobile selected for my network and it shows this number enabled, and I can see the data usage in my app, but I just can't get calls or messages.

[SarahPod]

Have you made sure that your old SIM is turned “off”, and your new Public Mobile eSIM is turned “on”? For Apple iPhones, this is found in Settings under Cellular. Also make sure your Cellular Data is set to “Public Mobile” and not “Fido”. Re-starting the phone after making any changes can help too.

[ZiruiLi]

I'm sorry I don't know how to do this, I asked my friend to do it for me for me, I just asked him and he told me he deleted the esim from fido before. But this was done today because he said I should have gotten an email from fido when I switched to public mobile, but it hasn't been until today almost two days ago, so he deleted it for me. What should I do?

[hTideGnow]

hi @ZiruiLi did you remove the Fido sim card and disable Fido esim?

check PM sim, enable it and set it as Primary.  Reboot phone and the click Reset network settings

if still unable to get it working,  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