Existing Ticket Closed During System Migration

[Michael62]

I had an existing support case, Ticket #716930-967, regarding recovery of my previous phone number. A Team Manager approved a one-time exception and I was instructed to purchase a new SIM card and contact support once I received it.

I received the new SIM yesterday and have been trying since yesterday to continue the process, but my existing support conversation has now been closed because Public Mobile is migrating to a new messaging system.

The new system requires me to sign into the Public Mobile account, but that account was cancelled as part of the original issue, so I’m unable to proceed.

Could a Public Mobile representative please contact me privately so I can complete the already-approved number recovery under Ticket #716930-967?

[slusagm]

@Michael62 what stopped you from opening an Expert Messaging ticket?  You cannot login? 

If problem with 2FA, did you try click Didn't Receive code or Resend code and were you given option to get code via email or voicemail?

[Michael62]

Thank you for flagging this. CSA_PM has now contacted me, but unfortunately they sent me the same instructions to use Expert Messaging, which is the system I’m unable to submit a ticket through. I’ve replied explaining this and asked them to assist me directly or escalate the existing case. Hopefully they can now get this resolved

[Dunkman]

@Michael62 

Unfortunately, Public mobile has switched to this new system. The old ticketing system was shut down. 

According to PM, you should still be able to submit a new ticket with your community account.  I have flagged your post to CSA_PM, who hopefully should help.

I will also flag this post to PM staff as an example where you could not submit a ticket on the new system. 

[Michael62]

Thank you. Unfortunately, I have already tried this several times. I am successfully logged into the Community as Michael62, but when I try to submit the ticket through Expert Messaging, it requires me to sign into the cancelled Public Mobile account for verification. It does not recognize my Community login.

This is the problem I’m trying to resolve. I need Public Mobile to continue my existing ticket or contact me privately so I can complete the number recovery that was already approved.

[slusagm]

You can use your Community login to open ticket (like how you just Login to Community), try it

Simply open ticket with PM using Expert Messaging. Click the Orange Chatbot icon on the lower right to start, or use this link https://expert-messaging.publicmobile.ca/guest/chat/

 (Use your Community account to login. For 2FA, you might need to use email to receive if you cannot receive the text on the phone.) 

PM will reply you via Expert Messaging between 9AM-10PM EST (Mon-Sun)

(for help with Expert Messaging, check here: https://publicmobile.ca/en/get-help/articles/expert-messaging )