New Number Not In Service

[mahmed10]

I changed my public mobile number 2 days ago and I still can’t receive calls or texts. However my data seems to be working fine. Tech support was suppose to reach out to me, but they are yet to contact me. Has this happened to anyone? And how long does it take tech support to reach out?

[mahmed10]

Changing my number again seemed to have solved the issue. I guess my number was assigned to someone else.

[mahmed10]

Tested it out on another phone. Same issue. 

[hTideGnow]

HI @mahmed10 

you can first test your sim in another phone

if same result, it is certainly a system problem, ask CS agent to refresh your account. please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437        

[mahmed10]

I can make calls, but whenever someone calls my new number it tells them it’s not in service. I  called my old number and it says it’s not in service 

[EB0 · Accepted solution]

A similar situation happened to me before, and ended up, PM showed the new number was already assigned to another customer.

can make calls or not? What happens when you called the old number or the new number?

[because it suggests a new number might help replace a number already assigned ...

 Luddite]

[mahmed10]

Yes, I submitted a ticket 2 days ago. The moderator told me they’ve escalated it to tech support. 

[Phil_Adelphus]

@mahmed10   Did you actually contact customer support yourself, or did you get an error message when you tried to change the number saying that someone from Public Mobile would be contacting you?    If you didn't initiate the contact yourself you might want to submit a ticket at the chat icon bottom right of this page otherwise it's just a matter of waiting.  Their hours are 9 a.m. to 10 p.m. Eastern time.

[computergeek541]

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@mahmed10 wrote:

I changed my public mobile number 2 days ago and I still can’t receive calls or texts. However my data seems to be working fine. Tech support was suppose to reach out to me, but they are yet to contact me. Has this happened to anyone? And how long does it take tech support to reach out?

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The inability to use SMS services is soething that has been affecitng new customers.  As you've already opened a ticket, please await a response.  The response time can vary based on the number of requests.