How is it possible that Public Mobile has SUCH BAD SUPPORT

[EmeraldIsland05]

How is it possible that Public Mobile has SUCH BAD SUPPORT that I've been trying to port my number into a new public mobile account for 4 weeks now to no avail. What are you guys doing?? I can't even keep in touch with support because they're so hard to reach. They've tried 4 times and failed and can't even start to tell me what the problem has been. I've paid for a MONTH of service that I haven't got any use out of. 

edited by computergeek541:  removed inappropriate language as per terms of service

[DDM69]

Can you also remove the user name?

[BKNS27]

@EmeraldIsland05 

Wow, that is too long. I would suggest you contact a CS_Agent right away.

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

[hTideGnow]

hi @EmeraldIsland05 if it has been 4 weeks and if over a month, your port request would have been expired and you will need to re-request the port 

but you can make outbound calls at the moment?

[EmeraldIsland05]

How is it not obvious that that's how it SHOULD work but it's been 4 weeks and it's still not completed?

[BKNS27]

@EmeraldIsland05 

You will not receive a confirmation to  port of the landline over to PM. It will take 3 to 7 days to complete the porting. Your landline will continue to work until then.

[ORNGNBLK]

By now, you know that we cannot actually help you here. I suggest that you call the porting team again and start from scratch. Be patient and respectful and I'm certain that they can resolve this. "Wasting" time here, is not productive. Good luck 

[EmeraldIsland05]

The koodo menu just gets stuck with me not able to select "how im billed" because im NOT A KOODO customer

[EmeraldIsland05]

Then why can't I manage to actually get any support at all by calling that number today?

[Phil_Adelphus]

@EmeraldIsland05  The Koodo porting team also do Public Mobile.  

You asked where it says PM is self-serve, it's on the opening help page

"With Public Mobile everything is online. Manage your account directly through the Public Mobile app or My Account and get 24/7 access to solutions."

From: https://www.publicmobile.ca/en/get-help/articles 

[EmeraldIsland05]

You missed the part where that number doesnt work anymore. I dont even think I was supposed to be given that number. It was directly to Telus' porting department and they were surprised I reached them there. The next day that number no longer went to Telus porting but instead now goes straight to Koodo support.

[funpig1]

@EmeraldIsland05 

Posting in the Community in your situation will not do anything for you except vent off some steam. Nobody here can actually do anything other just give you advice. It sounds like you have been escalated to Telus tech support and actually got a telephone number to talk to somebody. I suggest that you continue to work with them to get your phone working. Then ask for a "system issue" credit to cover your missed month and some for your troubles. You can search for one of my old screenshots where I got some credit for a technical issue. Hopefully it will work out for you. If not, PM is not the only provider in Canada.  Good Luck.

[EmeraldIsland05]

Where is that "Touted" to potential new customers when someone is looking to switch to public mobile?

[EmeraldIsland05]

Yup. Ive had to keep TWO PAID SERVICES ACTIVE for an extra month - SO FAR - to try to get this port done.

[EmeraldIsland05]

It's a landline port, which public mobile seems to have the WORST documentation and planning for. You CANT RECEIVE an SMS on a landline. You can't leave a non existent sim in a landline. The protocol for a landline port is being followed properly, almost entirely because ive had to try to spoon feed the agents the information.

[Phil_Adelphus]

@EmeraldIsland05  Just to further clarify, your previous carrier account is still active?  

[EmeraldIsland05]

Bruh, let's be real here. I've been at this for a MONTH. Yeah, I've PM'ed CS_Agent many times. I found a way into some kind of live chat with an agent, I was given a 1-844 number to call by one of these agents to talk to the "telus porting department" which was helpful for ONE DAY only, then that number was cycled around to a different department which was now Koodo and they wouldn't talk to me anymore. I think the agent gave me that number by mistake. Cool. Anyways since then the only correspondence I get from CS_Agent is that they made a mistake again and have to "re-submit" the request. FOUR TIMES now. Since the real support is so sparse with Public, that means this whole thing has been literally almost 30 days now and I PAID FOR THAT MONTH OF SERVICE and HAVENT BEEN ABLE TO USE IT. Let's not dance around the "have you tried this" anymore and actually say look, Public Mobile is dropping the ball here, put someone who can actually get this done before we get a bad reputation.

[Phil_Adelphus]

@EmeraldIsland05  So what happened?  You left your previous carrier sim in the phone, kept the previous carrier plan active, and selected to port your number in to Public Mobile.   You received the SMS from your old carrier to authorize the port and you replied Yes within 90 minutes.  Assuming all the above is correct, what happened then?  Does the PM sim work at all?  Can you call out but not in?  Texting and/or data work?  

[ORNGNBLK]

@EmeraldIsland05  PM is a touted as a "self serve" / "third tier" provider. Meaning just that. We fellow customers are here to support with the mainstream issues, and there are some (but fewer than Bell -Rogers- Telus) IT folks behind the scenes to help with the dirty stuff. That said. It sounds like your issue requires one of those folks. Forgive me this repeats any of your attempts thus far, but have you tried opening a ticket wis a CS_Agent? or have you already been given the porting number to call to check on the status? Which provider are you trying to come in from and what phone are you using. We're here to help....