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P.M. fails to send me sms code and messages to port out my number, so how to take my # out

mohamedkhedr
Good Citizen / Bon Citoyen

When there is bad service provided by public mobile and you can not find a person to speak to in Realtime. And you decide to port your number out of this company to another carrier. The port out attempts fails because public mobile does not provide real time support, and the SMS code messages either fail to arrive or arrive late and the attempt of porting out gets rejected.

 

How can you address this? Do you trap customer taking their money not allowing them to port out?

 

How can I take my number out of Public Mobile, while SMS messages to my number from you is unreliable, and I can not find a Realtime customer support to speak to ?

And my new carrier attempts to port the number based on my application gets rejected by you..!! 

1 ACCEPTED SOLUTION

Accepted Solutions

mohamedkhedr
Good Citizen / Bon Citoyen

After struggle I got the porting team phone number and they override the SMS issue from their end.. But due to the multiple rejections from PM, myself and the new carrier had to pay surcharges for PM..

At least I am out of PM, to a service provider with a life call support..

Thanks for the community.. 

 

(So Telus porting team can assist both directions. ... Luddite)

View solution in original post

30 REPLIES 30

BKNS27
Mayor / Maire

@mohamedkhedr 

To complete your porting to another carrier. Your account must be Active and payment is up to date.

You will need to keep the PM SIM in your phone and wait for the text.

If you didn’t receive the SMS text or didn’t reply to the text within the 90 minute window. You will need to have your new carrier restart the porting process.

mohamedkhedr
Good Citizen / Bon Citoyen

What part of " SMS messages from your end does not arrive on time or some time missed.. "That is not clear or not observed in my post? 
What is your contingency if SMS confirmation with a customer is not the best solution to port out?

 

Think before your reply and do not just copy paste a general response of instructions that do not address fully the issue.

mohamedkhedr
Good Citizen / Bon Citoyen

Note your company did not even read my tickets to support and when I say I am porting out they send me an email template with instructions tp PORT_IN and to welcome me as a new PM customer.. So I get mechanical response no attention to what I am requesting..

Man find me another alternative way other than SMS to acknowledge porting out. Your company fails to send me SMS messages in a reliable timely fashion..

Provide an alternative a contingency.. Is that clear?

The new carrier keep getting rejection of my request from you and now I am charged for additional attempts.
Log it into your DB that client acknowledge and allow porting out without SMS ... That is called contingency when SMS fails.. 


@mohamedkhedr wrote:

What part of " SMS messages from your end does not arrive on time or some time missed.. "That is not clear or not observed in my post? 
What is your contingency if SMS confirmation with a customer is not the best solution to port out?

 

Think before your reply and do not just copy paste a general response of instructions that do not address fully the issue.


Please note that you're not speaking to Public Mobile by posting messages here.  BKNS27 is a customer and makes a good point that your PUblic Mobile sevice must be active to port out to another carrier.  Do you still have an active plan at Public Mobile?

BKNS27
Mayor / Maire

@mohamedkhedr 

We are PM customers like you and trying to help you work your problem out.

PM staff hours are 6:00 am to 10:00 pm EST and will get back to you via private messaging.

If your PM account is suspended or closed then you can’t port out unless you are porting to Koodo or Telus then they can retrieve your old number.

mohamedkhedr
Good Citizen / Bon Citoyen

It is not closed, and active..
PM support and their response to tickets is poor. 
I guess it is a moment of regret .. cheap service = low or no support..

I do not want to cancel or deactivate account as I need my number, and my new carrier attempts to port the number get rejected by PM. 
PM fails to send me SMS code on time and I can not get a person to speak to through 611..

@mohamedkhedr 

Yes I hear you…that is the reason for the lower service fees.

You can ask the CS_Agent why the porting was rejected since your account is Active.

JL9
Mayor / Maire

You wouldn't be trapped and forced to pay, in fact you can remove autopay and your payment card from self serve, but I would recommend reinitiating the port request/text prior to your renewal date bc you do need the sim AND the account to be in good standing. It is quite rare for the text not to be sent unless there is a an issue such as account isnt active after all or wrong info was entered or typo on account # etc. 

mohamedkhedr
Good Citizen / Bon Citoyen

My PUblic Mobile service is active.. But PM fails in sending SMS in a reliable way.. so what is the contingency?