How to transfer your existing phone number from Koodo Prepaid

[khandekarshrini]

Hi, 

I bought a new Public Mobile SIM and I want to transfer my existing Koodo Prepaid number to Public Mobile. I activated the Public Mobile SIM and I'm blocked now, as I'm unaware of the further steps. Not sure how to get in touch with the PM Moderator/Customer Support. 
Please guide me with the further steps

[hairbag1]

@esjliv....zzzingggggg !  🤠

[esjliv]

@CountyDownIeUk, was that a shot at me? 🤔

[dabr]

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@khandekarshrini wrote:

So finally I was able to create a ticket, what is the next step? It's being a while I created a ticket. My ticket reference number is (Ticket reference number: 211509-901) 

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@khandekarshrini   How long has it been?  Normally customer support response is within couple of hours, although it can take upto 48+ hours if they're dealing with a backlog of issues and tickets.  

Keep checking the envelope icon next to your avatar top right for their response for now.

[khandekarshrini]

So finally I was able to create a ticket, what is the next step? It's being a while I created a ticket. My ticket reference number is (Ticket reference number: 211509-901) 

[dabr]

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@esjliv wrote:

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@CountyDownIeUk wrote:

@esjliv 

Like I said....

And includes a click here!!!

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@CountyDownIeUk  - 

That link still gets to the ticketing service with CSA:

https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=1n1cSZTrFJ0Ex4271Ea...

...which was also included my first post.

But, Fair enough!

I get why you posted about going to the "Change Number" option on self serve, since it loops back to SIMbot.

👍

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@esjliv   I wonder if that link has always been there or if it's been added more recently...  Good to know though.

[CountyDownIeUk]

Wow. I don’t know why some have to contradict when they don't know  the facts of a post.  

[esjliv]

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@CountyDownIeUk wrote:

@esjliv 

Like I said....

And includes a click here!!!

---

@CountyDownIeUk  - 

That link still gets to the ticketing service with CSA:

https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=1n1cSZTrFJ0Ex4271Ea...

...which was also included my first post.

But, Fair enough!

I get why you posted about going to the "Change Number" option on self serve, since it loops back to SIMbot.

👍

[esjliv]

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@khandekarshrini wrote:

How can I connect with the customer care agent?

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@khandekarshrini  there is no number to call for customer service here at Public Mobile.

All support is online.

You can submit tickets to Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Customer Support Agents (CSA)

We are all customers, like you, here on the Community. We do not have access to your account, but CSAs do,

[khandekarshrini]

How can I connect with the customer care agent?

[CountyDownIeUk]

@esjliv 

Like I said....

And includes a click here!!!

[esjliv]

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@CountyDownIeUk wrote:

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@khandekarshrini wrote:

Hi, 

I bought a new Public Mobile SIM and I want to transfer my existing Koodo Prepaid number to Public Mobile. I activated the Public Mobile SIM and I'm blocked now, as I'm unaware of the further steps. Not sure how to get in touch with the PM Moderator/Customer Support. 
Please guide me with the further steps

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Begin the "change number" process....it will tell you. 

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@CountyDownIeUk  

Yes, the Change Number area where customers can change numbers, or port in from other providers can work for many porting/transferring numbers; BUT, Koodo Prepaid is unique in that you need Customer Support Agents assistance for particular case.

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

[CountyDownIeUk]

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@khandekarshrini wrote:

Hi, 

I bought a new Public Mobile SIM and I want to transfer my existing Koodo Prepaid number to Public Mobile. I activated the Public Mobile SIM and I'm blocked now, as I'm unaware of the further steps. Not sure how to get in touch with the PM Moderator/Customer Support. 
Please guide me with the further steps

---

Begin the "change number" process....it will tell you. 

[esjliv · Accepted solution]

@khandekarshrini 

Try hitting that "click here to submit a ticket" link in blue.

OR, if this is causing you issues, you can also submit a ticket this way:

Private Message to Public Mobile Customer Support Agents (CSA)

[khandekarshrini]

How to reach the Customer Support  Agent/Team? I'm unable to reach them through SIMon. the chatbot is asking me to go to that link and create a ticket, after clicking on the link it takes me to the account. Not sure how to create or raise a ticket?

[esjliv]

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@khandekarshrini wrote:

Hi, 

I bought a new Public Mobile SIM and I want to transfer my existing Koodo Prepaid number to Public Mobile. I activated the Public Mobile SIM and I'm blocked now, as I'm unaware of the further steps. Not sure how to get in touch with the PM Moderator/Customer Support. 
Please guide me with the further steps

---

@khandekarshrini 

If you wish to transfer an existing number from Koodo Prepaid, you will need to first complete your activation with a new number, then reach out to our Customer Support Agent (CSA) team here in order to transfer your existing number to Public Mobile.

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection