05-18-2024
09:04 PM
- last edited on
05-19-2024
11:22 AM
by
computergeek541
We had signed my daughter up to a plan and then my wife and I transferred from Telus to Public. We had put all the numbers under one account, but realized after that only one phone was actually working. Now we cannot retrieve two of our numbers. Does anyone have any solutions. The Public chat bot is completely useless.
Solved! Go to Solution.
05-19-2024 05:32 AM
@GwenTiggelaar As already mentioned, it is one account one number on Public Mobile so you needed to set up three separate accounts. With just one account each time you transferred in the next number it replaced the previous one. Since it's Telus I would think it can be fixed by PM support. Since you're having trouble with the chatbot send them a private message instead using this link
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
A reply will come at the envelope icon top right or tap your avatar to the right of the bell icon if no envelope.
05-18-2024 09:58 PM
It looks like to port each number into the same account, this means , the previous number returned back to your old provider or the original phone number provider
it’s too complicated, try to contact your previous provider, they may able to help.
I don’t think PM can help, but I may be wrong
05-18-2024 09:49 PM
We are all customers just like you. Nobody from Public Mobile here. Public Mobile, if you did your research before you signed up, is a self serve serve. The way to get help is to use this forums. So please share as much information as you can so we may help you further. If you wish not to share, then you can create a ticket to a customer service agent. Just know it can take several days to hear back.
To Submit a ticket, please click the following link to access the Public Mobile Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type: Customer Service Agent
IMPORTANT INFORMATION: I am not a Public Mobile employee. I am a customer just like you. Please do not send me a private message with your personal information.
05-18-2024 09:42 PM
Unfortunately I have spent all day working on this and have absolutely no help from the Public Mobile bots. So frustrating!
As I added each number, the numbers before it seem to have disappeared.
05-18-2024 09:17 PM
As far as I know you can only have 1 number per account. I'm guessing that when you ported in a second you delete the old one. You are going to need to open a ticket with chat bot. Type in customer service agent.
05-18-2024 09:16 PM
Hey @GwenTiggelaar
If I understand correctly, you had placed all three numbers on a family plan with Telus. Now because the primary number was ported over to Public Mobile, the other two accounts closed and their numbers are now lost. Sound about right?
05-18-2024 09:14 PM - edited 05-18-2024 09:16 PM
It is not possible to have 2 accounts under 1 account on PM so your wife need to download the PM app on her phone and activate a SIM or eSIM under a different email address because you can only have 1 account/1 email address.
The steps must be followed in exact order if you are porting your number over to PM:
If all steps are followed and there was a problem, there could be provisional/backend issue with the SIM so contact a CS_Agent to fix at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
05-18-2024 09:14 PM
PM doesn’t have family plan, it requires one phone number per account. You should have created one account for every family member.
I’m afraid that those numbers may be gone.
try to contact both PM and old provider, they may able to fix that.