Confusingly ripped off and then lied to by customer service reps.

[Unhappy]

EDIT: THIS THREAD WAS MARKED SOLVED BY A MOD IN ORDER TO SUPPRESS THIS CONVERSATION. I HAVE TAKEN AWAY THE SOLUTION MARKING.

The problem was not solved through any help given to me in this thread and not solved entirely.

I signed up for a public mobile 3 month prepaid.

I got my simcard in the mail.

I signed up online and chose my number.

I paid.

Then, I messaged a couple of friends and family members my new phone number.

They said it didn't work. 

I double checked on my phone and the number i gave them was correct. This is the number my phone tells me it has been assigned.

I tried calling my number from another phone and it appeared that the number was not in use. 

I emailed public mobile about this. They assured me the problem was fixed and gave me a new phone number. 

My problem now is that I have two numbers. One for messaging and a completely different one for calls (even the area code is different). I am totally confused as are the people I am in contact with (work colleagues as well as friends and family).

After being passed around to three different customer service reps Public Mobile says they cannot do anything because my number can only be changed once every 30 days.

What can I do?

[Watoko]

I don't think the customer service representatives are lying to you...System glitches (as you have experienced) and limitations from such a primitive system probably prevents the reps from overriding the once every 30 day number change.

It's frusturating, indeed, but I think as much as the reps want to try to help you, they themselves are restricted to what the system allows them to do.

[Luddite]

@Unhappy If you really need a more "normal" area code consider this ploy. Get a Virgin Mobile data only plan for a few days: $5 for SIM + $5 to activate data. When doing so you will be offered a phone number. Pick the one you like best and then port it to Public Mobile. https://community.virginmobile.com.au/t5/Support-Articles/How-to-transfer-your-mobile-phone-number-t...

It may vary by area code but I set up a Virgin data only plan for someone in Ottawa and was given a 613 number; 613's are not available from Public Mobile.

[Mary_M]

I'm sorry for any inconvenience this may have caused @Unhappy. Our team simply tried to help.

We're here for you if you have any other questions.

Mary 

[Unhappy]

---

@Mary_M wrote:

The number you chose upon your activation was available by mistake - it should have never been there. We really apologize for this, our team is aware and working to fix the issue. 

---

I understand very well that I am literally paying for your mistake and I will continue to.

In a month after having an alien phone number that no one wants to answer I'll message my contacts and tell them "Don't worry about what happened over the past couple of months, its all sorted out now I have a new phone number and trust me this this time this one works!"

Not only have I been confusingly unreachable for three weeks. I have already made myself seem totally unprofessional and I can't wait to do it again. Thanks Public Mobile!

[Mary_M]

The number you chose upon your activation was available by mistake - it should have never been there. We really apologize for this, our team is aware and working to fix the issue. 

You initially experienced an issue where you were unable to receive calls. One of my colleagues submitted a ticket, and was instructed to change your number because that specific phone number was not available. The reason why you couldn't receive calls is because the phone number belongs to someone else.

Since the changes were recently made, you will be able to choose a different number as of April 14th. I'm really sorry that you're unable to keep the one you wanted, but there is a solution - choosing another one after the 30 day timeframe 🙂 

Does this make more sense? @Unhappy,

Mary

[Unhappy]

---

@Mary_M wrote:

We also cannot assign a number that is already active with another user.

From your private message:

"The reason why [XXX XXX XXXX] was not functioning is because the number belongs to someone else."

[Mary_M]

I completely understand @Unhappy, but the system will not allow a number change until the 30 days has passed. We also cannot assign a number that is already active with another user. Rest assured that your services are fully functional.

Once again, I do apologize for the inconvenience and the trouble. 

Respectfully,

Mary

[Unhappy]

Seriously @Mary_M... Why so patronizing?

I am sorry but I did not change my phone number or authorize a phone number change. I was forced to take a new number.

Is this what I am paying for?

If I wanted to pay to be treated like this I could (fill in the blank).

[Mary_M]

Hey @Unhappy,

Thank you for your reply!

Since the number was recently changed, we can only change it again in 30 days. Once this timeframe passes, please log into your self-serve account and choose another one from the list of available #'s 🙂

I also apologize for any inconvenience this may have caused you  - but I am glad to hear that only 1 number reflects on your device!

Thank you,

Mary

[Unhappy]

I found a solution but one that still leaves me quite unhappy.

I reset my whole phone. backed it up and restored it to factory settings. Now I have only one number associated with my phone. But not the one I signed up for.

The reason why I am still unhappy is because of this:

The number I chose when I signed up for my contract was not available as it showed but because of an apparent "glitch" it showed up on the list of available numbers. This number was given to me only for messaging. When dialled it was not in use. I contacted service reps and they gave me a new number (not of my choosing). The new number has an area code which, although not being long distance, everyone I call tells me that they almost didn't pick up because it seems so foreign. I saw these numbers on the list when choosing my new number and had the same feeling that they had (like Elaine Benes).

I have been forced to take one of these numbers... Is there anything I can do to get the number that i was originally assigned? The corporation tells me that I cannot change my number again. I never changed my number. I was given a broken phone number and then forced to take some other phone number. 

I had this problem for over three weeks before any useful help. So now I have paid for the worst service for three weeks and am trapped with a number that is unacceptable for me. If I knew from the beginning that Public Mobile only offered strange area codes I would never ever have signed up with them.

[Chaos_Scorpio]

I don't know why people email when the forum help is a lot faster and is the first contact for support.

Email is listed after on the Get help page. I don't think email is really used often (and we do not really hear anything good usually from email group...). Mods here are out of this world! (are you guys on Mars? :P):robotindifferent:

[CaNuCk07]

@MoreYummy  There is a distinction.  The mods control the forusm and support there.  But there is also the "contact us" e-mail support function.  Now its possible they interchange, but there are distinct contact methods.

[MoreYummy]

Arent the mods the same as rep from publc mobile?

[Unhappy]

Thanks for the support @joejoe! 

I have sent them my infos. 

[joejoe]

That is a very strange thing to happen. Thd MODs here are very good. The will help you as soon as you PM them with your information. Let us know when it is resolved.

[will13am]

---

@Unhappy wrote:

I signed up for a public mobile 3 month prepaid.

I got my simcard in the mail.

I signed up online and chose my number.

I paid.

Then, I messaged a couple of friends and family members my new phone number.

They said it didn't work. 

I double checked on my phone and the number i gave them was correct. This is the number my phone tells me it has been assigned.

I tried calling my number from another phone and it appeared that the number was not in use. 

I emailed public mobile about this. They assured me the problem was fixed and gave me a new phone number. 

My problem now is that I have two numbers. One for messaging and a completely different one for calls (even the area code is different). I am totally confused as are the people I am in contact with (work colleagues as well as friends and family).

After being passed around to three different customer service reps Public Mobile says they cannot do anything because my number can only be changed once every 30 days.

What can I do?

---

I find it impossible to believe that two numbers can be associated with a single SIM card.  Not sure who looks after the email responses or what information was exchanged, the community moderators here are far more customer service oriented than you describe.  @Mary_M should have your problem dealt with in short order.  I hope you will change your community user name to something more accurate of your new feelings.  

[Mary_M]

Hey @Unhappy,

Thank you for raising concern with us!

I'm really sorry to hear that you've had a frustrating experience with your new services 😕 Can you please send me your SIM card number via private message? I'll do my best to help you!

Respectfully,

Mary

[neilselden]

Hi,

I am really sorry to hear about your issues.

I am tagging a moderator right now for you.  @Shazia_K, can a moderator please look into this situation right away?  There is a problem with this member's activation and subsequent new number assignment.

You will need to send the moderators a private message with both of your assigned phone numbers, and all the other information that is detailed in that post.

Thanks,

Neil