Incorrect account number for porting

[michelplante]

Hi,

I've accidentally provided the wrong account number from my previous service provider (Bell Mobility) while onboarding myself to Public Mobile. I went ahead and provided the correct account number to a CS agent through the chat about an hour ago. Anything else that I could/should do in order to get the port to complete?

Thank you in advance for your help.

[hTideGnow · Accepted solution]

hi @michelplante 

thanks for the reply back.  I guess support help via message is the only way in your case.   Let us know how it turns out

[michelplante]

Hi @hTideGnow 

thank you for your help. I had tried entering an invalid phone number twice in order to force it to direct me to a live person. I've tried it yet again just now but the process seems to be broken somehow. I entered 514-123-4567 and the bot says that it can't find that number and transfer me over to Koodo Mobile and that bot asks me to enter the phone number a second time, which I do, and then it tells me that it has Koodoo Assist sent a text message to the number I entered (514-123-4567) to "initiate the conversation" and then hangs up. But that number doesn't exist and was simply meant to force it to speak to a live agent. I've tried both French and English. Same experience. I will then try to send a message to a Support Agent from the link you've provided. 

THANK YOU!

[hTideGnow]

hi @michelplante 

that should be a live support person

Try to enter a wrong phone number instead of your own number twice to force to to direct it to live person 

or you can message support agent, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[michelplante]

Hi, 

I've called that number you sent me and I entered the phone number to port. But the bot didn't ask to update the account number that I hade initially provided (which was in error). And it closed the conversation by saying that the port is in progress. But I don't see how it will complete since I didn't get the chance to update the account number. And I couldn't find a way to speak to a live agent and got transfered to Koodo Mobile's own bot. So I'm ending up going in circles here. Let me know how to speak with an actual human would probably resolve this in seconds. THANK YOU!

[funpig1]

@michelplante 

A similar issue arose a few days ago when a new customer typed in the wrong phone number. With the incorrect telephone/account number, the porting process should not complete. Restarting the process should solve the problem. Good luck.

[hTideGnow]

hi @michelplante 

 PM porting support team can help.  I have sent you the porting support team number.  Please check your Community inbox (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage), check for the number and call