Service Issue After Cancellation with Previous Carrier

[Yeonjae]

안녕하세요,

약 2주 전에 PhoneBox에서 Public Mobile로 번호를 이동했고, 번호 이동이 성공적으로 완료되었다는 확인 이메일을 받았습니다. 그 후로 아무 문제 없이 서비스를 이용해 왔습니다.

하지만 어제 보니 PhoneBox에서 여전히 요금이 청구되고 있어서, 그쪽에 연락해 해지를 요청했습니다. 계정 해지 확인을 받은 후 전화 서비스가 중단되었고, 지금은 전화를 걸거나 받을 수 없습니다.

제 번호의 상태를 확인해 주시고 서비스 복구를 도와주시겠습니까?

도와주셔서 감사합니다.

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Google translation:

Hello,

About two weeks ago, I transferred my number from PhoneBox to Public Mobile, and I received an email confirming that the number porting was successful. Since then, I have been using the service without any problems.

However, yesterday I saw that PhoneBox was still charging me, so I contacted them and asked them to cancel it. After receiving confirmation of account termination, phone service was discontinued, and now I can't make or receive calls.

Can you check the status of my number and help restore service?

Thanks for the help.

[softech]

@Yeonjae 

make sure you removed PhoneBox sim card (or disable the eSIM), then make sure PM sim is enabled and set as Primary.  Next, Reboot phone and Reset network settings and test again

if you still see SOS, you will need PM @CSA_PM / @CS_Agent  to reprovision the sim.  Please reply the message they sent you earlier , or  message them using this link:
       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        

[Yeonjae]

Hello, regarding my number transfer, I replied “YES” this morning to the message I received from PhoneBox. However, it has been almost 12 hours, and my phone is still not working. It remains in SOS mode, and I am unable to make or receive calls.

I understand you may be busy, but I would appreciate it if you could check on this and get back to me as soon as possible.

[Yeonjae]

Yes, please proceed right away. I will be waiting.

[Yeonjae]

Was I supposed to make the request again at that time? I asked because if you could send it around that time, I would be able to check the text message.

I’m sorry, but if you could please process it now, I will wait today and try again. I apologize for the inconvenience, and I would really appreciate it if you could handle this as soon as possible.

[Yeonjae]

Thank you for your reply.

I wasn’t sure when I would receive your response, so I had been waiting. Unfortunately, I missed it and only saw your email this morning. I’m very sorry, but would it be possible to process this again after 3:00 PM today? I believe I will be able to check my text messages at that time.

It seems that since more than 8 hours had passed after your previous email, the request may not have gone through. Could you please kindly check this for me? I would also appreciate it if you could confirm whether the requested time is possible.

Thank you very much for your understanding and assistance.

[CSA_PM]

Thank you for the escalation, the customer is in contact with an agent.

[softech]

@Yeonjae 

if the transfer was completed, your Phonebox account should have been closed as part of the process.  

we are just customers here, so, you will need to ask PM support agent to check.

Please message them here.
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

But I have also escalated your ticket on your behalf.  PM support will reach out to your via Community inbox.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

(Since it is a bit late tonight, they might not reply you until tomorrow morning)

[Yeonjae]

The $22 payment on January 22 has also been completed.

[Yeonjae]

In January, I applied for a number transfer with your promotion (60 GB for $20). I received an email from PhoneBox confirming that the port-out was processed, and I completed the transfer on your website by entering the number. I also received an email confirming that the process was completed, so I was relieved. Could you please check why the transfer has not gone through?

[Yeonjae]

I already completed the number transfer when opening Public Mobile by entering the account number from the phone box and received the eSIM. Why is this issue happening? Doesn’t the number transfer process work?

[softech]

@Yeonjae 

Google Translation:

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

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it looks like your number transfer was not completed and you have been using Phonebox sim card all along

If you need your Phonebox number, you will need to ask them to resume the service and request number transfer again.

if you are ready to give up your phone number and get a new phone, since you cannot loign My Account, you will need to ask PM support go help to change to another number. Please message them here.
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