My account

[resurm2]

Hi there I’ve been trying to transfer over my number over to public mobile from Chat r and now the account that I’ve created is lost making me start over and pay again. How can I resolve this please help.

thanks

[Phil_Adelphus]

@resurm2   It sounds like you're going in circles with the chatbot.  Instead of that send a private message using this link

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

You just fill in the subject, explain the problem, and hit Send.  You need only be logged in to this community for this to work. An agent will reply at the envelope icon top right of this page, or tap your avatar to the right of the bell icon to get to Messages.  Customer service hours are 9 a.m. to 10 p.m. eastern time so you likely won't get a reply until tomorrow now.

[resurm2]

What also weird is that when I log into my public mobile account it’s making me start over again like picking the plan and then entering my card number with payment which I already did for this month. 

[resurm2]

Yes I’ve been trying to get customer service with public mobile but no success at all. I’ve been trying my best to contact public mobile but it keeps sending me to articles instead. At this point I’m so lost and frustrated.

[Phil_Adelphus]

@resurm2  To clarify, did you request the transfer through the Public Mobile app, leaving the Chatr sim in the phone to receive the authorization text?  You have to respond Yes to that within 90 minutes of receiving it.  So if the request has expired then your Chatr account must still be working?  Best at this point I think to contact Public Mobile customer service (which is not at the number you called) as mentioned by @eddieO . 

[resurm2]

So I’ve created an account with public mobile since October I paid since then and even renewed in for this month. I’ve requested to transfer my number so many times and every time I call Chat R they are telling me the request had expired. So I call the number that public mobile provided to call and that agent said that can’t find my number and my request. Now when I logged in with public mobile it’s making me start over my subscription.

[TheSterlinger]

@resurm2  what have you done so far? How long ago was this?  You downloaded the Public Mobile App and requested to port your number from Chatr? Did you receive a text from the to confirm the port and replied within the specified time? Is your  Chatr SIM still working to make and receive calls?

[eddieO]

@resurm2 this could be a caching issue with the website or app. Try clearing the browser's cache or signing in incognito or using a different browser. If you are using the app, try going into your phone's settings and clear the app's cache, then sign back in. If this still does not help reach out to a support agent, might be something on their end:

You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)