Service not working after changing number

[Hg78]

Hello, I changed my number in the app. It showed "successful" but it's been hours and I cannot make calls, text, or use data. Calls say "cannot be completed." It's been almost 16 hours. The number change didn't work, but it shows the new number in my profile.

[hTideGnow]

hi @Hg78 

we are just customers here.  Your issue is not common and too technical for the Community to help.  Please work with PM agent and try to get it resolved.  You can ask them to escalate to senior engineer to look into your case

[Hg78]

I'm a Public Mobile customer of over a year. I'm not porting any number; I'm simply changing the number in the app from one Public Mobile number to another. The SIM was bought from Amazon. Customer service suggested trying a new SIM but couldn't guarantee it would work. They claim the Public Mobile service is fine and only has issues when changing numbers, and they wouldn't admit to a fault in their number change service, and provided no real solution to a simple number change.

[hairbag1]

@Hg78 

where did you get the sim ? If you bought direct from Public Mobile, I would politely request they consider replacing it for free as it didn't seem to work properly.

If you bought from a Telus retail outlet, I'd request they replace it for gratis as well. If retail worker won't do it...ask to speak with the store manager. 

When you do get another sim, activate your new account with a new number...then when up and running as expected, then initiate a transfer of your old number. (Who is your old provider btw ? )

[Hg78]

Support couldn't fix the issue. I tried everything on my end, ending up getting it fixed by switching back to my old number. I tried another number change, had the same issue, so they switched it back again. There seems to be an issue with the number change service, and their only fix was returning to my old number or buying a new SIM. I didn't have service for a day, and now they expect me to pay for a new SIM when the issue is on their end.

[Hg78]

I submitted a ticket over 10 hours ago, and I haven't received a reply yet.

[Hg78]

I have tried everything: reboot, remove SIM, etc. Its a sim card not esim. 

[hTideGnow]

hi @Hg78 

Try Reboot phone and click Reset network settings

if same, then submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[Meow]

Did you try to reboot (hard reboot) your phone?

[hairbag1]

@Hg78 

remove old sim and install Public Mobile sim. If using esim, make sure it's set to Primary.

You can try to reboot cell...if that don't help, try a network re-set.

[Handy1]

@Hg78  Try rebooting the device if you haven’t already can also try resetting network settings see if that helps .note resetting network sweeting will mean you have to reenter wifi passwords and blue tooth connections. But if still same you can ask support to help 

send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

   After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

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