Ticket to Customer Support submitted , but no support received

[jinayelim18]

I need help!

I have signed up to a new service provider, Freedom Mobile, and want to port my number out, and cancel my Public Mobile subscription.

Freedom Mobile has sent the request to Public Mobile 3 times, but I have not received any SMS text message from Public Mobile for me to confirm my number porting out request.

I submitted a Ticket to get help from Public Mobile’s Customer Support Agent, but have not received any support from anyone.

Please help!

Jin

[jinayelim18]

Hello! @hTideGnow  & @Sansan 

I successfully received the SMS text message to confirm my request to port my Public Mobile number to Freedom Mobile.  I presume the switch will be completed within the hour.

Thank you for all your advice, and goodbye!

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[jinayelim18]

Hello! @hTideGnow  & @Sansan 

Thank you both for all your advice.  I think I found the light at the end of the tunnel!  The Public Mobile SMS text messages for consenting to porting out my number were received!  I finally discovered them in the Junk messages box in my mobile!  I didn’t know the way to the Junk messages inbox previously!

So, I shall contact Freedom Mobile to send the request for porting my umber one more time and settle this issue once for all!

Never mind the Rewards points.  Best make a quick clean break and say goodbye to Public Mobile since I have signed up with Freedom.  Now I shall always be able to be connected when out-of-country instead of a carrying a “dead” mobile because Public Mobile’s coverage is limited to the country only!

Thank you once again for all your advice!

P.S.  There’s a toll free number to contact Public Mobile to resolve the porting issue! 😉

[hTideGnow]

hi @jinayelim18 are you going to keep another .month to use up the credit?? if you wait till couple days before your port out to Unsubscribe 

if you are porting out in next couple days, then go ahead and answer that question 

[Sansan]

No you won't be. Don't worry about it 😁

[jinayelim18]

I went in to unsubscribe from the payment and didn’t follow through when I saw this window!  It would appear, I would be terminating my account?  Not just unsubscfrom the credit card payment?!

Please advise!  Thank you.

[Sansan]

That's good.  On next renewal,  that will be used first to pay the phone. Any amount that's left will still remain there until all used up. Your looking at aleeast 2 billing cycles depending on your plan to use that up.

[jinayelim18]

OK!  Thank you!

[hTideGnow]

hi @jinayelim18 yes, that would be good

and take a screenshot with date and save it just in case 

[jinayelim18]

You mean I should sign into my Public Mobile account under incognito mode to do the unsubscribing?

[hTideGnow]

hi @jinayelim18 check again using Incognito/private/secret mode on your browser 

the prompt after you turn off Subscribed is correct, just click if you are ready 

[jinayelim18]

I apparently now have $65 after redeeming 2 x $15 from my Rewards Catalogue!?

Also, the screenshot for “unsubscribing” from the credit card payment, this was the window that showed up.  Is this what you’re saying that I can go ahead to “unsubscribe” and it only affects the credit payment?  They will then deduct from all the credits I have, I.e. the $65?

[Sansan]

That is only so that your credit card will not be charged. It won't affect anything else. Once you unsubscribe, you have 90 days from that point before it will affect. Or there are no money in Available Funds. 

[hTideGnow]

hi @jinayelim18 are you staying for another month to use up the available funds? if you are, only disable Subscribed couple days before you port out 

[jinayelim18]

I went in to try to unsubscribe my credit card, but the warning appeared that looks like I would be unsubscribing my account?  That’s termininating everything, isn’t it?  Won’t that interfere with my trying to port out my number?

[jinayelim18]

Yes, I signed up with Freedom Mobile yesterday, 31 Mar.

But since the trouble with the porting out of my number, my Public Mobile account is still active.  So I might as well use the Rewards points to pay down the monthly subscription fee till the problem is solved, correct? ：）

[hTideGnow]

yes @jinayelim18 

but you already started a plan with another carrier? 

[Sansan]

Yes

[jinayelim18]

Ah ha!  So I suspend my credit card as payment, so Public Mobile will use the Rewards I redeemed, 2  x $15 to pay down my next monthly subscription?

[Sansan]

Yes, but to make it worth it you have to stay untill it's used up..... 

[jinayelim18]

I guess! ：）

I went into the Rewards Catalogue and redeemed 2 x $15 to pay down my monthly subscription.  That would help, correct?

[hTideGnow]

hi @jinayelim18 only meaningful way to use the credit is to stay for another month

[Sansan]

You'd have to unsubscribe your cc from file.  You do that  under the Subscription tab, Manage  Subscription. That way your not charged anymore. Then the system will take money from Available Funds next Renewal. That means you have to stay with PM another month or untill all Available Funds are nil.

But if you've already signed up with someone else, you'd be loosing there too...

[jinayelim18]

Oh!  Any suggestions on how to use up that credit?

[Sansan]

Unfortunately,  no you cannot transfer funds to anyone else. Not even to yourself if you had another account. You will loose it 😔.

[hTideGnow]

sorry @jinayelim18 funds cannot be transferred or refunded. You leave now the money would be wasted 

[jinayelim18]

Me too!  I’m asking that question too!

Re: the $35 credit, what can I do with it?  Can I transfer it to my cousin whom I introduced to Public Mobile and they have an account?

[Sansan]

I would say they are busy then. It's hard to determine their reply time frame.  I would say send another message,  but sending too many messages  which infact cause further delays and doesn't get the original answered faster.

I would give them a few more hours then submit again.

[hTideGnow]

and @jinayelim18 ,  you don't ask PM for that.  You need to ask your new carrier to resend the port request

[hTideGnow]

hi @jinayelim18 

always leave you account active for port 

once account is ported, it willclose itself as part of the port

sorry, the $35 won't be refunded as this is a prepaid carrier.  So, you might want to stay for another month to use up your Available Funds and rewards 

[jinayelim18]

Yes, I can receive SMS text messages from everyone else except from Public Mobile on that important question!