Senior needs help using this confusing platform

[JennyReilander]

 I spent my weekend trying to port my mother in laws number from public to public on a new sim as she was recommended by public to get a new sim and start a new account because she is locked out of her old one. Such a huge waist of time. I think she will have to switch to Koodo or another provider as Public is not user friendly especially for seniors.   Anyone else have trouble when locked out of account?

- impossible to update credit card info 

-have to keep entering eversafe id even when you click 'it's a trusted device' 

-told to buy a new sim and start new plan when locked out of account? oh and I can't even Label this before I

( Correct the highlighted errors and try again.)

-unable to set up account with your email address because the one you are locked out of is using it?

-create a new account with new email address just so you can make a public mobile account only to be charged again for a new plan as that is the only option to move to the next step.

-next step is choose your phone number but can't use it because it is 'invalid' ?

- can't port your phone number to the new sim? 

-1/2 of the chat bot screen is cut off and you can't read the automated help that sends you back around in circles for hours?

- I guess you get what you pay for.  This is the worst platform and so confusing for everyone not just seniors!!!!!😡

[BKNS27]

@NorthernLights 

No, it will only give the status of the account or make manual payment.

[NorthernLights]

Does that let you speak with a PM tech????

[BKNS27]

@JennyReilander 

You can also purchase vouchers online but they charge a fee at Recharge.ca

If her account is active, she can call 611 on her phone or call 1-855-4PUBLIC from another phone.

[JennyReilander]

oh thank you.  I didn't know about these vouchers. 

[JennyReilander]

Yes her old account is still active. she just wanted to update her credit card for auto pay as her old card expires. She was locked out and somehow chatted with someone at Public who sent her a new sim and signed her up for a new plan too. So she got her new sim we tried to create a new account but had to choose a plan as the next step and she was charged again and they were going to send her a 3rd sim.  Is there anyway to create a new account without choosing a plan. It seems like an unavoidable step.  I still don't know why she can't switch her number to new sim from active account. 

[JennyReilander]

I have never had a problem on any platform like this one. It seems there is an error on Public's end where it just keeps sending her in circles. 

[Yummy]

Why is she locked out of her old account?
Is that 'old' account still active?
If yes, you can transfer number from old to new sim. You CANNOT reuse existing number opening a new account and transferring from PM to PM. You can only transfer service from sim to sim IF account is still active.

If you open a new account you will have new number. And you need new, unique email.

[BKNS27 · Accepted solution]

@JennyReilander 

PM is an online service so some tech knowledge is required.

Sorry but you can’t port from Public to Public. You can only port from a different carrier.

If she needs live support, it would be better for her to port out to another carrier but to complete the porting. She need to reply to the text confirming she is porting out with the PM SIM in the phone plus her account must be activate to port out.

Another option is to pay her monthly bills with vouchers which can be purchased from 7-11, Canadian Tire gas stations, London Drugs, Canadian Superstore, Shell, Shoppers Drugmart, Safeway, Staples.

Dail 611 and enter the voucher number and pin.

[Brianna182]

Unfortunately you can't port from PM to PM she would have to get a new number to do what you're trying to do. It does sound like a frustrating situation. Unfortunately I don't think Public is very user friendly for people who aren't at least a little bit computer literate.