PM wont release my number

[SarahF13]

My Public Mobile number stopped working Thursday. They could not figure out the problem and I had so many problems with them that I decided to switch to another provider. However because that number still doesn’t work I cant receive the SMS to approve the transfer. I tried to get them to manually port it but then they said the request had the wrong account number. I have verified the account number multiple times. Now their customer service has stopped responding altogether. Has anyone had this problem? I haven’t had a working phone since Thursday night. This is so frustrating and I dont know what to do. 

[DennyCrane]

Unfortunately trying to port a line out that isn't fully functionating is going to be problematic. Part of the port process requires that you be able to receive a port confirmation text, and be able to respond back to it to authorize the port. I understand the frustration, but trying to abandon ship before sorting out the reason the line isn't working in the first place, is going to cause you no end of problems.

Are you sure the initial port from your previous carrier to Public Mobile completed? You mentioned the service working for a couple days; did that include incoming calls to your original number, and SMS? If you had it working and you still have 10 days left on your cycle, it doesn't make a lot of sense that it wouldn't work. Also if you just activated Tuesday (March 11th), it's not possible to only have 10 days left in your cycle (cycles are 30 days, not 15 days). Can you share a screenshot of your account screen (make sure to redact any personal information)?

[Chalupa_Batman]

I'm just curious if you can try a few things for me. 

Go into Settings, then Cellular and then either Default Voice Line or SIMs? Make sure Public Mobile is set up as the primary. Then reboot. If that doesn't fully work, then try going to Settings, General, scroll down to the bottom and click Transfer or Reset iPhone, then Reset, then Reset Network Settings. After it'd done, reboot the phone. Let me know if that helps?

[SarahF13]

My account is still active and paid for another 10 days - I haven’t cancelled my subscription yet. That’s why this is so frustrating 🙂 The phone number stopped working out of the blue and since they could fix it I decided to leave. But they won’t give me my number. So painful.

[Dunkman]

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@SarahF13 wrote:

Thanks @Dunkman They stopped replying Friday afternoon. I have responded to their last message multiple times and also sent 4 new messages over the last 2 days. I expected it to be slower over the weekend but not to go dark completely.

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@SarahF13 

That is frustrating. CSA is slower over weekends, but should not be that slow.  

If your account is inactive, no porting out will work (unless you are porting to Telus or Koodo).  Unfortunately, you may need to re-activate your PM account by paying for one month. Then contact your new mobile company to attempt the port again.  Use the PM account number, phone number and account holder name as porting information (avoid using IME of the phone). 

[SarahF13]

It’s an iPhone XR. I had only transferred my number to PM on Tuesday. It worked for 2 days then stopped. They never sent me an eSIM (or physical SIM) which I think is why it stopped working in the first place. 
I did have a CSA trying to manually approve the port on Friday (without me needing to reply to the SMS) but then she said it was Rogers fault because they sent the wrong account number. Which I verified was not the case. Then they stopped responding altogether.

[Chalupa_Batman]

Just thinking outside the box here. What phone do you have?

[SarahF13]

I can still login and still see my phone number and account number. There is no reason for it not to work from what I can tell.

[SarahF13]

Thanks @Dunkman They stopped replying Friday afternoon. I have responded to their last message multiple times and also sent 4 new messages over the last 2 days. I expected it to be slower over the weekend but not to go dark completely.

[funpig1]

@SarahF13 

Are you still able to log into your account to see your account number and associated phone number. I wonder if PM's system inadvertently changed your telephone number.  That would explain why your number would not work and cannot be ported. If the number is changed, it is probably permanently lost. Sorry for your grief. Good luck.

[Chalupa_Batman]

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@SarahF13 wrote:

Thank you @Chalupa_Batman Do you know if they only work Monday-Friday? They were responding until Friday afternoon and then all communication stopped. I have sent them 5 or 6 messages and no response. 

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Here's the thing. Weekends are a bit slower due to a smaller group of staff. They SHOULD be still replying to you. Not replying to you since Friday is not right. Here's another concern I have. If there has been no reply within 24 hours, they close your request for assistance which IMO NOT good policy for customer service. But, not my company and I have no vested interest in it other than being a customer so, I have no voice to get them to change that. I would send them a follow up message once a day saying it's been 24 hours without a response and if you get nothing by the end of tomorrow, on Tuesday send another message and ask it be escalated to a supervisor. Do not allow them to tell you they don't have supervisors as they've done to other customers. If they refuse to help or continue ghosting, the CCTS will help you resolve it.

[Dunkman]

@SarahF13 

Which company are you trying to port to?  If a non Telus company, your PM account has to be active for the port to be completed.  

When is the last time that CSA responded to you?  Unfortunately, it does take time in between responses and they don't work overnight.  

[SarahF13]

Thank you @Chalupa_Batman Do you know if they only work Monday-Friday? They were responding until Friday afternoon and then all communication stopped. I have sent them 5 or 6 messages and no response. 

[Chalupa_Batman]

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@SarahF13 wrote:

My Public Mobile number stopped working Thursday. They could not figure out the problem and I had so many problems with them that I decided to switch to another provider. However because that number still doesn’t work I cant receive the SMS to approve the transfer. I tried to get them to manually port it but then they said the request had the wrong account number. I have verified the account number multiple times. Now their customer service has stopped responding altogether. Has anyone had this problem? I haven’t had a working phone since Thursday night. This is so frustrating and I dont know what to do. 

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Hello @SarahF13 

Continue to contact the CS Agents. They will respond. If they continue to ghost you, then you will have no other recourse than contacting the CCTS for assistance.

https://www.publicmobile.ca/en/get-help/articles/ccts