Community

rinko · a month ago

I am currently outside of the Public Mobile service area, and a 13-hour time difference in Japan. For almost 2 weeks, I have been trying to port my phone number to Fongo. The request was rejected for the third time. Can someone in the community suggest a more effective approach?

Repeated authentication with CS_Agent by answering mundane questions about the account.
Not providing the reason why the porting request was rejected each time.
Agents are closing tickets without the proper resolution of tickets.

A week ago and more - Flavius

In order to access the account and to protect privacy, can you confirm at least three of the following details?

the date and the amount of the last payment
the last four digits of the registered credit card
the Public Mobile account number
the last add-on purchased and the date
the email address

A week ago and more - Nataly

What rate plan do you have? Exact cost before taxes
What year did you activate the account?
What is the last phone number you called and texted while being in Canada?

If you provide me all the information I requested before to complete the verification process and if we get a request from Fongo, we'll be glad to approve it for you.

This is also a friendly reminder that the system will be automatically closing this case if no response is received. I remain at your disposal to continue with your case.

May 8 - Razvan

Hello there! I hope your day is going well! I'll gladly continue from here as my colleague is out of the office at the moment.

To complete the verification of your Public Mobile account, may I have the following details?

the details of the plan you have on the account:
the year you started the account:

May 9 - Rodrigo

To assist you better, due the request, as we need to skip the current verification by SMS to approve the transfer, further verification is needed.

In this case, we need to confirm the month and the year. Can you please double check? We might have send a welcome email.

May 9 - Rodrigo

Thank you for reaching back. we appreciate your time and patience.

Addressing this, we would like to share date did not match.

Can you please confirm the last number you called or texted?

May 10 - Raluca

I understand this is an unpleasant situation for you and I will do my best to solve your issue.

I verified the transfer request and you will need to contact with the new service provider to resubmit it again in order for us to approve it within 90 minutes.

May 11 - Raluca

If you still need help, you can always contact us on the Community Page.

Please be advised this conversation will be closed within 24 hours of inactivity.

May 12 - Andu

In order to secure your account please answer to the following questions:

Last top-up amount and the date
Last four digits of a registered credit card
Account number
Last add-on purchased and the date
Email address

May 13 - Michelle

It seems the port request was cancelled because the time limit has passed. The new service provider would need to submit a new port request and then we would be able to approve it. Considering it is a sensitive transaction, we are also required to check two additional pieces of information with you prior to this.

Please let me know the following.

the current rate plan
the year the account was activated

May 13 - Andu

I've checked your account and your 23$ plan is active until May 29th 2025 and please reach our portability team via the 1-844-232-7678 number from Monday to Sunday from 9:00 AM until 19:00 PM and please tell us if you managed to port out to your new provider.

May 13 - Razvan

Hello there! I hope your day is going well! I'll gladly continue from here as my colleague is out of the office at the moment.

I suggest that you contact the Porting Department with the phone number my colleague provided.

Or let me know when the new provider sends a port request and I can manually approve the transfer.

May 14 10-12 Porting window

May 14 - Rodrigo

Allow me to introduce myself, I'm Rodrigo and I'll be more than happy to assist you with this concern today.

Due to the high volume of cases received our response time may not be immediate. Immediate responses are not guaranteed, but we do receive your support requests. Our responses can be sent within minutes up to 48 hours. We appreciate your understanding. We are positive that we will find a resolution to this shortly!

To assist you better, what is the last number you called or texted?

May 14 - Hector

My apologies for the delay. Due to a high volume of tickets, we are handling more posts than usual, so it might take a while until you receive a response.

This is Hector. It will be my pleasure to assist you today.

I'm so sorry to hear that you are having these inconveniences. They should never have happened. No worries; I'll do my best to help you out.

After looking into your case, I'd like to share the following:

You need to request a new port to the new service provider, and immediately after, let us know about it, and we will manually approve the port on your behalf.

To approve the transfer on your behalf, we still need to validate one piece of information. Kindly share the following:

Do you have additional services? (like data add-ons, long-distance minutes, etc...)

The question must be answered accurately; it is for security and verification purposes.

I look forward to hearing from you soon.

Chalupa_Batman · Tuesday

@rinko wrote:
Public Mobile is great if you don't deviate from the box. For the past month and a half, I have been trying to port my own number out with no success. Since I'm in Japan with no immediate plan to return to Canada, I cannot respond to the standard SMS approval.
Calls to the porting team are also a waste of time. The calls get routed to the Koodo support voicemail.
https://productioncommunity.publicmobile.ca/t5/Get-Support/Porting-requests-to-Fongo-rejected/m-p/13...

Hello @rinko

If you are porting out, yes, you have to answer the SMS when it comes in. Since you're unable to get the SMS, you can reach out to a CS Agent and get them to flag your account that you are porting out to "name of company" and you give permission. Also, your Public Mobile account has to be active to port.

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact customer service.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

slusagm · Tuesday

Are you porting in or porting out? Porting team cannot help with port out request

If port out, it is a rule to receive sms and reply to avoid sim fraud. You can try asking again but if they say no, nothing you can do

rinko · Tuesday

Public Mobile is great if you don't deviate from the box. For the past month and a half, I have been trying to port my own number out with no success. Since I'm in Japan with no immediate plan to return to Canada, I cannot respond to the standard SMS approval.

Calls to the porting team are also a waste of time. The calls get routed to the Koodo support voicemail.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Porting-requests-to-Fongo-rejected/m-p/13...

CSA_PM · a month ago

Once you provide the requested information to secure your account, the agents will be able to assist you. The conversation is transferred when an agent finishes their shift. Their shift starts at 9:00 AM.

rinko · a month ago

I was given a porting window of May 14 10am-12pm eastern time. This was communicated in advance to CS_Agent. Furthermore, the SMS approval was removed from my account due to my being outside of Canada. Yet the porting failed without any reason given.

rinko · a month ago

In the past, CS_agent would give me a link to an authentication service. Once done, it was good enough for agent A to pass my case to agent B when the shift changes. This is not the case in the last two weeks when the next agent taking over the case would ask the similar questions over and over again. Why is there no hand off from agent A to agent B?

CSA_PM · a month ago

Hello @ rinko,

Answering the security questions is mandatory. The sooner you provide your answers, the faster our agents will be able to assist you.

Phil_Adelphus · a month ago

@rinko They have to verify that it's really you each time given that this is not normal procedure and there is so much scamming/phishing and hacking going on these days. Normal procedure would have been for you to make the port request while still in Canada and able to receive the SMS from Public Mobile authorizing the port within 90 minutes of receiving it. If not received in 90 minutes the port is automatically cancelled. Public Mobile customer support is 9 am to 10 pm eastern time which doesn't help in your situation, and it seems the window for the porting team is even shorter than that. Since you are in Japan the only thing I can think of for meeting the 90 minute window would be to try again when you are able to respond quickly within support's North American work hours window. It's not that they are rejecting the port, they are trying to work around the problem caused by your not being in Canada and therefore not able to follow the normal protocol. The closing of tickets is automatic if you do not respond within 24 hours.

Community

Porting requests to Fongo rejected