How can I contact customer agent?

[James64]

I was trying to transfer my number from Fido to public Mobile, but I got message said: “We're having trouble transferring your number.Looks like you entered an incorrect ESN/MEID.Someone from our team will contact you shortly using your original phone number”.  I have waited for 3 hours . No agent contacted me yet, what should I do ? 

[James64]

I have completed the transfer, one of the customer agents had cold me, everything has been solved. Thank you for your kindness!

[computergeek541]

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@James64 wrote:

Hi, it’s already noon on Sunday and I still haven’t received any message from @CSA_PM. Could someone please follow up on this escalation? I’ve been waiting for over 12 hours. Thank you.

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I'm confused about this delay as there was another weekend when CSA_PM was following up on escalation requests.  At times when the CSA_PM account is being staffed requested that oracles escalate are normally answered within 30 minutes. Sorry about that.  Along with the route that @Dunkman has provided, the CS_Agent account is certainly available today to contact.

[Dunkman]

@James64 

CSA_PM escalation service may not be active today. 

I will private message you the Telus team porting phone number. This number is used for porting issues only.  The problem is that your PM account may not be set up properly, so you may need to still wait for CSA help.  Check your private message inbox. 

[James64]

Hi, it’s already noon on Sunday and I still haven’t received any message from @CSA_PM. Could someone please follow up on this escalation? I’ve been waiting for over 12 hours. Thank you.

[computergeek541]

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@James64 wrote:

I know that I should use my old Carrier’s account  now. But I don’t know where I can change, you mean I have to wait them to contact me in the morning (Sunday) right? What If I can’t get the contact? Can I send message to them? Where to send? Thank you for your reply!

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If they don't contact you, sure you could send a message to CS_Agent, but the method that I used to escalate this issue on your behalf has a faster expected response time.

[James64]

I know that I should use my old Carrier’s account  now. But I don’t know where I can change, you mean I have to wait them to contact me in the morning (Sunday) right? What If I can’t get the contact? Can I send message to them? Where to send? Thank you for your reply!

[James64]

Thank you so much!

[computergeek541]

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@TheSterlinger wrote:

Unfortunately,  no one will contact you from Public Mobile. 

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Somebody actually will contact his customer as the arrangements have already been made.

[computergeek541 · Accepted solution]

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@James64 wrote:

I was trying to transfer my number from Fido to public Mobile, but I got message said: “We're having trouble transferring your number.Looks like you entered an incorrect ESN/MEID.Someone from our team will contact you shortly using your original phone number”.  I have waited for 3 hours . No agent contacted me yet, what should I do ? 

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This is an automated message but unfortunately, customers aren't usually contacted after they have received such a text message from Public Mobile.  There's also an error in the above message as neither ESN nor MEID are used any longer.  Please double check your IMEI.  If possible, it would be better to use your old carrier's account.  I have escalated this case and you can expect Public Mobile to contact you on in the morning (Sunday). The contact will come from the username @CSA_PM .

[TheSterlinger]

Unfortunately,  no one will contact you from Public Mobile. 

You can reach out to them by clicking on the link below and sending a  message. They will reply during normal business hours 9am to 10 pm est.

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