Charging An Account I Cannot Access

[Jen_B]

I had an old phone number that I attempted to register to public mobile. Once I registered it, I got booted off the number and it effectively disappeared, leading me to have to reset my E-Sim and get a new number (which I now use). 

Now, annoyingly, I am being billed for that number that I cannot use. I cannot log into the Public Mobile account associated with the number either, as I need a code sent to the phone number to log in (which doesn't work because I don't have the number).

Does anyone know how I can fix this? 

[CSA_PM]

Hi @ Jen_B 

Do you still need help? 

I sent you a private message — you can reply by clicking this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Phil_Adelphus]

@Jen_B  You need to contact PM customer service via the link @slusagm gave you yesterday

[Jen_B]

It's not with PM, it's with TELUS. I reached out to them and they said the number was ported over to PM, and we couldnt reach anyone from PM when this happened. 

[Jen_B]

The issue is that I can do the "didn't get code" for one of the phone numbers (that isn't even registered to PM), but it asks for a code from both the number not registered with them and the number I can't use, and for the number I can't access there is no "didn't get code" option available.

[Phil_Adelphus]

@Jen_B   I'm wondering if the "old" number was being ported from another provider?  If the port wasn't completed properly you'd have been given a new number but it sounds like you might have set up a second account?  To log in to the one you can't use have you tried "didn't get the code" to get the code by email?

[slusagm]

Is the old number with PM ? If so, you might have not done the proper way to change to esim.  You just need to download PM app and use the login with the old account 

Try to get that fixed with PM.   Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen       

Or message them using this link:

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

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