Changed number - now phone can't make or receive calls

[Camona]

Hello,

I have used public mobile for several years and changed my phone number last night using the self serve function on the website. First, I selected a phone number that was still linked to another person (when my boyfriend called that number, someone else picked up). Not ideal. So, I changed my number again - and it did not work. I waited several hours, I restarted my phone, I reset the network settings - I can't make or receive calls but can send/receive texts. My phone still tells me the old number in the settings, so clearly, something did not work. 

What else can be done? 

Thanks!

Caroline

[dabr]

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@Nezgar wrote:

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@Anonymous wrote:

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@benfatto wrote:

@Camona  Believe you can only change your number once every 30 days free m your account. Otherwise moderator assistance is required 

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 @benfatto : This actually changed somewhat recently. iirc it's now 4 times. How rapidly, I don't know.

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It's in the official help articles here: https://www.publicmobile.ca/en/sk/get-help/articles/port-fraud-protection

"You can change your phone number up to 4 times every 30 days after you’ve activated."

I also can't find the post where I first learned of when this was quietly changed... I'm also curious if that means you can change your phone number every day for a few days straight, or does that mean a 6 day wait between each occurrence...

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That would be interesting to know, however, I don't think it should really matter if the phone number is changed every day upto the limit allowed and spacing it out over the 30 days wouldn't make much sense.   I do know that you can change your number even if the account is suspended, not relevant to OP I know... 😊

[Nezgar]

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@Anonymous wrote:

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@benfatto wrote:

@Camona  Believe you can only change your number once every 30 days free m your account. Otherwise moderator assistance is required 

---

 @benfatto : This actually changed somewhat recently. iirc it's now 4 times. How rapidly, I don't know.

---

It's in the official help articles here: https://www.publicmobile.ca/en/sk/get-help/articles/port-fraud-protection

"You can change your phone number up to 4 times every 30 days after you’ve activated."

I also can't find the post where I first learned of when this was quietly changed... I'm also curious if that means you can change your phone number every day for a few days straight, or does that mean a 6 day wait between each occurrence...

[Anonymous]

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@benfatto wrote:

@Camona  Believe you can only change your number once every 30 days free m your account. Otherwise moderator assistance is required 

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 @benfatto : This actually changed somewhat recently. iirc it's now 4 times. How rapidly, I don't know.

[benfatto]

@Camona  Believe you can only change your number once every 30 days free m your account. Otherwise moderator assistance is required 

[Anonymous]

Only one way to solve your issue , explanation to customer service by Moderator Team

and the are nice service Team the will help you 100%.

you have to Submit a ticket to customer service by Moderator Team,

Here’s how to contact customer service by Moderator Team,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click HERE to get started.
• or you can send a private message to Moderator Team  by Click HERE. 
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number,
  
• your phone number,
• your account 4 digit pin,
• explanation to them nice Team and nice service.

      Good Luck

[esjliv · Accepted solution]

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@Camona wrote:

Hello,

I have used public mobile for several years and changed my phone number last night using the self serve function on the website. First, I selected a phone number that was still linked to another person (when my boyfriend called that number, someone else picked up). Not ideal. So, I changed my number again - and it did not work. I waited several hours, I restarted my phone, I reset the network settings - I can't make or receive calls but can send/receive texts. My phone still tells me the old number in the settings, so clearly, something did not work. 

What else can be done? 

Thanks!

Caroline

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Hi @Camona ,

Does your old phone number still work?

Rebooting and reset of network settings are good to do. Did you sign out of your Self Serve account before you did these two things?

What about toggling into airplane mode?

If the number you selected still does not connect, and you are not able to chose another number after the trouble shooting you are doing ask the Moderators to check on this number change.

To contact the Public Mobile Moderator_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)