Huge issue with service

[BethH]

@CS_Agent - I was unaware my phone number was in limbo between my old serivce and new service because i was not able to receice texts from anyone, because of my phone number being in limbo. So i called my old providor yesterday and they told me about all of this so since i have been unable to contact anyone who works for public mobile because i keep getting error messages when i go to submit a claim, i caneled my old phone number which i was trying to transfer over to public mobile. so now i dont have a mobile number at all and i literally have no idea what to do. i would really like to resolve this issue asap otherwise im going to have to find a new providor cos this is literally a joke.

[BKNS27]

@BethH 

First mistake…Do Cancel Your Account with previous carrier.

Once you cancel your account, your number will be returned to the carrier you got the number from.

You are in luck if your previous carrier are Telus or Koodo because PM is the 3rd tier of Telus and they can retrieve the number and reassign back to you.

If not Telus/Koodo then you need to pick a new number.

I made the same mistake when switching my landline…live and learn.

[esjliv]

We are not CS_Agents (Public Mobile Customer Support Agents) on the community @BethH . Only can help with porting issues.

If you cancelled your previous account, and you don't care about the phone number, then you can still submit a ticket to CSA to request a new number and get your Public services working.

Or, if you can log into your My Account, you can also change your number there as well. You can change your number 4 times every 30 days, so no charges or anything to do this.

[softech · Accepted solution]

@BethH   No, your old number on the old provider cannot be cancelled

You should call them back and ask them to resume the service so you can port in the number.  Please do this first, they will do that

Once you got that set, your old account is active again, call PM porting team (Don't call before your old account is resumed) The team has a number to call to talk to live support,  they can re-trigger the process for you.  I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) .  Check the envelope icon on top right.  Call them and get it fixed

[Handy1]

@BethH Please

Message support directly
       

• while your already here and logged in the community you can send a private message   To CS_Agents click >>>here.<<<