NO SUPPORT AVAILABLE, STUCK IN SIGNUP HELL

[roxyroll3r]

I signed up with Public Mobile yesterday, coming from Telus as a customer. I paid, and put in the number of the SIM card I have, I got the "You're all set!" email telling me that it could take up to 5 hours to transfer my number. I never heard back from you again. I did not get an SMS. Now every time I open my app, it asks me to complete my activation. I click on the button and it asks me to Link my SIM card. I put in the SIM number and it tells me it's already in use, because i already registered it yesterday. My only other option on that page is to sign out.

I don't have a phone number, I have no idea what is going on with my porting transfer and I just signed up with a phone company that doesn't have a phone number customers can call. This is alarming. I need help right now. I tried to talk to someone through the need help button, but they said they couldn't help me and i had to come here. Can someone please help me? It feels like my phone is being held hostage by a bunch of people that won't talk to me about it.

[roxyroll3r · Accepted solution]

FYI, it was an absolute circus to try to get an account. I know that mistakes happen, but with no direct access to an agent over chat or phone to fix whatever happened, this dragged on for 3 days in about 8 different chat threads  (so no continuity of service or knowledge) before I called a halt to it and tried to cancel everything.  It felt like chaos incarnate. Although they couldn't get my account working, they were able to charge my credit card right away, but weren't able to refund because 'it wasn't linked to an account'. I called Telus to negotiate a better plan instead, they were happy to keep my business for the same amount. Then I called my bank to claw back the charge and block any future charges.  Case closed.

[roxyroll3r]

It didn't. I canceled everything, and I'm putting a stop on the payment for my credit card because they can't even refund me what they have charged me - they say my account doesn't show a charge and it's not linked to a phone number or a SIM. They asked me to sign up again with a random phone number today, and pay again. It feels like this company is run by people who don't understand how phones work, And who grew up communicating with people on Snapchat. No step by step instructions have  been and provided to me. It's been up to me to dig in and ask questions about how to do the things they've asked me to do because they don't tell you. I called Telus this morning and negotiated a much better plan close to the same price as the PM offer, so I'll be staying with them. At least if they screw something up, there's a phone number I can call to have them work things out for me. My experience with the public mobile customer service desk was  extremely poor, and it scared me off. 

[funpig1]

@roxyroll3r @ConnieMaglioli 

How did it go? Try your luck again with that porting assistance number now that it is Monday. Good luck.

[hTideGnow]

hi @ConnieMaglioli 

every case is different.  Give us the details

you requested porting did you receive text from your old carrier? did you reply yes?

can you make outgoing calls with your PM sim card?

[ConnieMaglioli]

Same nightmare. 

[Chalupa_Batman]

Hi @roxyroll3r 

Thanks for sharing. So you have not received a request to port yet. That is odd as I got mine within a minute of the request. The distinguished gentlemen @funpig1 has sent you a phone number to call 20 minutes ago to have the port request sent again. It's been sent to your private message box up top. Here is a direct link.

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[slusagm]

@roxyroll3r if you didn't receive text from Telus asking you to authorization the port, you need to ask porting team to help

there is a porting assistance team you can call and ask for update. I can't post the number here, but I will message the number to your community inbox. Please check and call them 

[roxyroll3r]

My Telus SIM card has been in my phone the whole time, and I still have service bars. I was told not to switch the SIM yet so I could get that SMS asking me for permission to port my number. I have never seen the word Telus in my notification bar,  but don't see SOS either. 

[Chalupa_Batman]

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@roxyroll3r wrote:

I signed up with Public Mobile yesterday, coming from Telus as a customer. I paid, and put in the number of the SIM card I have, I got the "You're all set!" email telling me that it could take up to 5 hours to transfer my number. I never heard back from you again. I did not get an SMS. Now every time I open my app, it asks me to complete my activation. I click on the button and it asks me to Link my SIM card. I put in the SIM number and it tells me it's already in use, because i already registered it yesterday. My only other option on that page is to sign out.

I don't have a phone number, I have no idea what is going on with my porting transfer and I just signed up with a phone company that doesn't have a phone number customers can call. This is alarming. I need help right now. I tried to talk to someone through the need help button, but they said they couldn't help me and i had to come here. Can someone please help me? It feels like my phone is being held hostage by a bunch of people that won't talk to me about it.

---

Hello @roxyroll3r 

Public Mobile is a self serve service. Customer service is through private chat messages with CS Agents. 

I transferred from Telus to PM myself and it was super fast so I'm thinking there may be an issue there. Let me do my best to help you out instead of just directing you to a CS Agent because of course, this is what these forums are for. Customers helping customers.

Let's start with this. If you put your Telus SIM card into your phone right now, do you still have service or does it say SOS at the top instead of the word Telus??

[funpig1]

@roxyroll3r 

You could try calling for porting assistance. I will send you a private message.

[roxyroll3r]

I did that. I still don't have any messages back. People should know how hard it is to get help from Public.

[slusagm]

Your issue can be resolved by PM

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage