Renewing plan mistake

[Rosa4]

Hello, I need help to recover my current number "###-###-####". Today, when I was renewing my prepaid plan, I couldn't have access to my account through the mobile app. Because it was impossible for me to access my account, I used the online service and it gave me the option to update my payment method to reactivate my service, everything was correct, but in the end they changed my current number for a new one that I do not need it. Please, I need my current number ###-####-####. With my current active plan. I do not need this new number ###-###-####.

[softech · Accepted solution]

@Rosa4 

As this is a public forum, I have masked your phone number for your protection 

For your issue, sound like you might have activated a new line.

At this point, you will need PM CS Agent to look into the situation and sort it out for you

Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗" 
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there