can't submit ticket

[byrd]

So, my phone isn't working, seems like a porting issue. But I am unable to submit a ticket to a moderator, I've tried from different computers and the next button is greyed out or sometimes won't load past the first question. It seems really glitchy. I'm getting pretty frustrated with PM. Any advice?

[RosieR]

---

@244 wrote:

same problem!!

---

Hi @244 then follow the suggestions already given on this thread.

OR

open a thread here https://productioncommunity.publicmobile.ca/t5/Getting-Started/bd-p/getting_started

[JoyLuck]

---

@244 wrote:

same problem!!

---

Use this private link:

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

[244]

same problem!!

[Triguy]

PM does not have a call center.

Here’s when and how to contact the Moderator Team:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

[kb_mv]

@Ramanjeet1  There is no one to call here at PM, you have to do all customers service online. You can start a new thread and outline what your issue is and maybe a community member could help guide you in the right direction. Barring that you need to contact moderators if you need account specific help. If the ticketing system is causing you grief you can contact them through direct messaging at the following link (note this way may take longer for a response);

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

You should receive a reply within 48 hours though typically they are much faster. Watch the envelope icon top right for a reply.

[Ramanjeet1]

Hi I am not able to submit ticket but I have big issue can I talk 

[byrd]

Ok done!

Thanks😊

I still am unable to submit a ticket but I'm not going to worry about that for now

[dabr]

---

@byrd wrote:

Yes my phone is working now! I called the number you suggested and the woman I talked to was incredibly helpful. It turns out the issue wasn't with PM but with Fido after all. Thanks so much for your help!!

---

Good to hear that you got your phone working.

So now you just need to mark the solution for the post that provided you the answer that resolved your issue.  This helps close this thread and help others looking for a solution for a similar issue to yours.

Welcome to PM:)

[darlicious]

@byrd  Hey that's awesome. I found that number in a roundabout way from a positive activation experience shared by @clexxi and found the koodo porting dept number which led to the telus number. Then a post was shared with me from 2017 that had all the info in it. Funny how valuable  info can be long lost on this forum and rediscovered to help so many. Takes the pressure off the moderators too. Well happy to hear youre all up and running...youve escaped the evil clutches of fido...lol...so welcome to public mobile. The community is always happy to help come back anytime.

[byrd]

Yes my phone is working now! I called the number you suggested and the woman I talked to was incredibly helpful. It turns out the issue wasn't with PM but with Fido after all. Thanks so much for your help!!

[darlicious]

@byrd Have you managed to get your number ported over? Fingers crossed.

[byrd]

thank you I'm going to try this right now!

[Dunkman]

---

@byrd wrote:

I didn't close my account, but Fido says it is closed and the port was successful, it closed automatically when I ported the number. They are unable to reopen my account. They say the issue is with PM. I really hope they have my number somewhere...I don't have a temporary number, but if I get one can I potentially get my old number back once this is resolved?

---

You will get your number eventually when moderator gets involved. I would avoid getting new temporary number at this time. Just wait for moderator. 

[dabr]

---

@byrd wrote:

I didn't close my account, but Fido says it is closed and the port was successful, it closed automatically when I ported the number. They are unable to reopen my account. They say the issue is with PM. I really hope they have my number somewhere...I don't have a temporary number, but if I get one can I potentially get my old number back once this is resolved?

---

Usually it's recommended to take a temporary PM number when you activate as the porting can take a few hours or longer if there is some issue and you would be able to use that number until the port completed.  Yes you would still be able to port over your previous number if the account is active.

If Fido says it's ported then the number should be in PM's system and hopefully you will get it resolved soon.  You may want to send another message via SIMon here: https://publicmobile.ca.ada.support/chat/

messages through SIMon are prioritized than over the regular messaging system you used yesterday.  I know you had problems yesterday trying to submit a ticket, but it might be worth trying again.

[byrd]

I didn't close my account, but Fido says it is closed and the port was successful, it closed automatically when I ported the number. They are unable to reopen my account. They say the issue is with PM. I really hope they have my number somewhere...I don't have a temporary number, but if I get one can I potentially get my old number back once this is resolved?

[darlicious]

---

@byrd wrote:

Ok Thanks. Yes I have tried removing SIM, waiting, and rebooting many times. 

---

Which provider are you porting from?

[dabr]

---

@byrd wrote:

Ok Thanks. Yes I have tried removing SIM, waiting, and rebooting many times. 

---

@byrd  One other thing, don't close out your other account until the porting is complete, otherwise you may lose your number.  Hopefully, you've also taken a temporary PM number while you wait for the moderators to get back to you.

[byrd]

Ok Thanks. Yes I have tried removing SIM, waiting, and rebooting many times. 

[dabr]

---

@byrd wrote:

Thanks for this link. I have sent 2 messages since you posted this, and haven't heard back. Is there any other way to contact a moderator? 

---

Moderator response time can be anywhere from 2-48 hours depending upon how many requests are ahead of you.

Have you tried powering off phone and removing SIM, wait 5 mins and re-insert SIM and restarting the phone.  Or even a simple reboot of your phone?

Unless you are porting from Koodo prepaid which can only be done by the moderators, so you have to wait for them to respond.

[byrd]

Thanks for this link. I have sent 2 messages since you posted this, and haven't heard back. Is there any other way to contact a moderator? 

[geopublic]

@byrd  

To contact Public Mobile click here. The link  sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Moderators are available: M-F from 8 AM to midnight Eastern time and S-S from 8 AM to 10 PM Eastern time.

Note: Moderator Hours are subject to change, but you can always find the current times here

Please note that account verification may be required when contacting the Moderator Team