Porting Issues - Urgent

[davidhoward012]

So I've been trying to port my mother's number since Saturday from Koodo Mobile prepaid with no luck. I told her I would handle the porting issue and not to worry about it, so I went ahead an messaged the mod team @Mary_M in hopes of getting the issue resolved. No response.

I've been anxiously trying the online self serve to try and port the number, several times a day just in case it starts working. Now I've made an error in typing her phone number to port (wrong area code, my mistake), and the port has gone through and indicated it was successful. I should have double checked, I've just done this so many times it's like I'm on autopilot with the porting attempts and it's really frustrating. I really don't know what happens from here. Could I have accidentally ported someone elses phone number? Please help!

The trouble is I don't live with my mother, I can't be there to babysit her phone to see what works and what doesn't work. I really just need a mod to reach out to me and help me fix this issue, otherwise I can't contact her at all. 

This is probably my fault - she wanted me to find her a new phone plan and I insisted on public mobile as they have some of the best rates going. If there is anyone on the Mod team that can help me resolve this today, it would be a blessing...

@Saray_O @Shazia_K @Val_T

[davidhoward012]

And actually, I think through my fine actions today accidentally inputting the wrong porting number (and it succesfully going through?), I've effectively bricked my mother's phone. 

It's funny, because this is our only line of communication and she's old. I can't even stress how urgent this is, I guess I'll have to go up to her house tonight or hope she looks at her email.

- Dave

[davidhoward012]

Tried this already. Still getting an error: "We are experiencing difficulties in processing this request. Please contact Public Mobile for additional assistance."

[srlawren]

@davidhoward012 just curious--you mentioned Koodo pre-paid.  Did you sign your mother up with a different email address at PM than the one on file at Koodo? If not, then please sign into her Koodo self-service account and change the email address on file to an alternate (sign up for a free gmail or outlook.com if needed).  Then sign back into PM self-serve and try again.

[mdefina]

Stop being a cheerleader for this poor customer service. The service is good when it works. I have family using it without problems. However, there are numerous reports of people without proper service, and there has been zero response from Public Mobile.  

I ported my number on Friday afternoon. The port was unsuccessful. I entered a valid PIN, and received a text that the port was unsuccessful. I sent a private message to @Shazia_K on Friday. It has not been read. She has not even logged in since Friday, during the busiest time!  Other moderators have been absent too. @Mary_M. I understand everyone deserves time off, but not having a proper queue system or access to anyone for 72 hours is unacceptable. 

I have a week left in my ChatR service before I will be double billed, and no timeline when this problem will be fixed. This is poor service. 

[CaNuCk07]

@saje_ward  Hindsight is 20/20 but before I do anything i research, would have known what was going on, just by reading the forums for 8 seconds, and made a descision knowing there was an opportunity it could happen to me as well.

[saje_ward]

I assume you are trying to be helpful @CaNuCk07 but I wasn't even a little bit aware that the company I was about to do business with was in the middle of a massive meltdown, why would I have known that? I should be able to do business at any point in time. I didn't check the forums any more than I checked on Telus when I signed up with them 2 years ago.

My telus contract is up on November 28, so I've had my SIMs in hand for a while, but there was no point in starting up with PM while I still had service elsewhere.

Hindsight is 20/20 for sure. But assuming that people who were engaging in business within the advertised window would be expecting disaster is a bit of a stretch.

[davidhoward012]

I was prepared for minor issues, and would have expected them to be dealt with within a day or two. I don't think anyone was prepared for this. 

[CaNuCk07]

@saje_ward  Unfortunately the wait stinks right now, but you said 48 hours, so you came in right at the end of the promo, should esaily have seen all the issues going on right now, so you can't be surprised by the wait you should have been prepared knowing what you were getting into right now.

[saje_ward]

Ufortunately your issue will likely not be resolved soon. I have been waiting more than 48 hours and many others have been waiting even longer. The backlog is massive right now.

Unfortunately the answer is "hold tight". In your situation, like many others, that is terrible advice and this situation is quite unacceptable.