Number changed without warning

[BrianV]

I have two accounts with Public Mobile - one for my phone, and one for my wife's phone.

We both came over from Petro Canada Mobility and ported our numbers. All that went without issue.

However, it appears that the phone number attached to my wife's account changed without warning sometime within the last day or two - from 613-861-XXXX to 343-370-XXXX. I'm not sure exactly when - this morning, someone asked why she wasn't responding to texts. She sent me a test SMS then called, and both came in from a new number. I logged into the PM account, and I see that the new number is now attached to her account.

I'd like to restore the original number to the account. Everyone we know has the old number - an unexpected number change 'by mistake' and without warning or preparation is a huge deal.

[computergeek541]

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@Gunner123 wrote:

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@BrianV wrote:

@hairbag1 

Thanks - the phone is not handy right now, but I have the original credit-card-sized 'punch card' that the sim came in, and the last 4 digits on the back match the account.

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hi did you just activate it may be that your her number hasn't been ported and she is using the temp number that came with activation

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If the number porting was requested during activation, there never was any temp number. Also, if a number porting had been requested, that temporary phone number would already be gone. Public Mobile assigns the number being ported in immediately, even before number porting has completed.

[RosieR]

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@BrianV wrote:

Thanks all. I was able to submit a ticket. Unfortunately, it's not easy to figure out how to do so for an actual account-specific issue that requires human intervention. 

Hopefully I get a response fairly quickly.

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@BrianV good to hear that you have submitted a ticket to the Moderator Team.  Watch the envelope icon above for a number to pop up, that would be the moderator's reply.

FYI, only the moderators can access your account that is why all account-specific questions require contacting the Moderator Team.

I hope you have all the information on your wife's account, for account verification.

RosieR

[Anonymous]

It would be much preferred to have the phone with you.

[HALIMACS]

Try texting it to see what is reported back if it can't be delivered. 

Sounds to me it's not associated with anyone else, which is good news for it potentially being reassigned to her.

[BrianV]

Good thought. I called the number, and it's a 'fast busy' signal.

[HALIMACS]

Thanks @BrianV 

If you call her previous number, is it active with another subscriber or does it go to an identified voicemail which sounds like someone else?

Would be interesting to know if it's been reassigned to someone else, and if so, how Public Mobile will rectify this.  I would think, by rights, she has right of possession to the number unless Public Mobile asserts the number was changed by you (her).

Please let us know the outcome.

[BrianV]

Yes, we ported succesfully on Jan 29, and she used the ported number with Public Mobile for a month. Feb 28 was the monthly renewal.

The account history shows her recieving texts at the 'correct' number on March 1. No incoming calls or messages on March 2, and then March 3 (today) has outgoing calls and texts to me with the new number once someone asked why she wasn't responding to anything.

[hairbag1]

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@BrianV wrote:

Thanks all. I was able to submit a ticket. Unfortunately, it's not easy to figure out how to do so for an actual account-specific issue that requires human intervention. 

Hopefully I get a response fairly quickly.

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As @RosieR  has already pointed out, it could take up to 48 hours for them to respond...but usually much less. Please...keep us posted when you get resolution.

[HALIMACS]

@BrianV 

Does she recall if her previous number worked with Public Mobile at any time since activation?

Since she activated, had you texted her or received texts from her from the correct (original) number?

Simply trying to troubleshoot whether she, at any time, had her previous number associated with her Public Mobile SIM.

May be a good idea to review the porting process here.  This may just be a case of your wife needing to initiate a port from previous provider if her previous number is still associated with prior provider:

https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

(EDIT:   thanks for subsequent post confirming she had ported successfully at activation)

[BrianV]

Thanks all. I was able to submit a ticket. Unfortunately, it's not easy to figure out how to do so for an actual account-specific issue that requires human intervention. 

Hopefully I get a response fairly quickly.

[RosieR]

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@BrianV wrote:

I have two accounts with Public Mobile - one for my phone, and one for my wife's phone.

We both came over from Petro Canada Mobility and ported our numbers. All that went without issue.

However, it appears that the phone number attached to my wife's account changed without warning sometime within the last day or two - from 613-861-XXXX to 343-370-XXXX. I'm not sure exactly when - this morning, someone asked why she wasn't responding to texts. She sent me a test SMS then called, and both came in from a new number. I logged into the PM account, and I see that the new number is now attached to her account.

I'd like to restore the original number to the account. Everyone we know has the old number - an unexpected number change 'by mistake' and without warning or preparation is a huge deal.

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Hi @BrianV that should not have happened.  Very unusual.  Contact the Moderator Team right away to fix this for you.

Two ways to contact the moderators:

• Faster way – Click the chat bubble at the bottom right of the page or click this link https://widget.telus.tiia.ai/publicmobile/publicmobile.html , type “talk to human" >> "account-specific question" >> "no, I need a human now" >> Click here to submit a ticket!

• Slower way – Send a private message to the Moderators_Team here.  You have to be logged in to your Community account for the link to work. 

It may take up to 48 hrs (a lot faster these days) to receive a reply from the moderators.  Keep checking the envelope icon on top right for a number to pop up. That would be the moderator’s reply.

I hope this helps

RosieR 

[BrianV]

The number was ported on Jan 29 and has operated just fine. However, I wonder if it's tied to the account renewal....

[Anonymous]

 @BrianV : How long ago did you port over? I wonder if there was a problem with your wife's port and that account got assigned a random number. Can you put the PetroCan SIM back in and see if it works?

[Gunner123]

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@BrianV wrote:

@hairbag1 

Thanks - the phone is not handy right now, but I have the original credit-card-sized 'punch card' that the sim came in, and the last 4 digits on the back match the account.

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hi did you just activate it may be that your her number hasn't been ported and she is using the temp number that came with activation

[softech · Accepted solution]

glad it's not Sim-jacked, 

you might want to contact the Mod now to sort it out then :

1. For faster response (2 to 48 hours), Click on the bubble in the lower right corner and request moderator assistance, or you can also use this direct link instead https://publicmobile.ca.ada.support/chat/, then select Account-specific issue, then select I need a human now. Follow the prompts to submit a ticket.

2. Or you can Send a private message to the moderator here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[hairbag1]

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@BrianV wrote:

@hairbag1 

Thanks - the phone is not handy right now, but I have the original credit-card-sized 'punch card' that the sim came in, and the last 4 digits on the back match the account.

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That's good news.

I guess your next move is to reach out to a moderator to see why number was changed without your consent and get the original number back.

[BrianV]

@hairbag1 

Thanks - the phone is not handy right now, but I have the original credit-card-sized 'punch card' that the sim came in, and the last 4 digits on the back match the account.

[hairbag1]

@BrianV...

log in to your account / My Profile / Change Sim Card and note the last 4 sim numbers. Then pull the sim outta the phone to make sure those numbers match.

If not, then you need to get ahold of moderators asap.