moderator contact

[mbroad88]

how do i get in contact with a moderator to port a number

[CommunityMember]

There are 2 ways to contact the Moderator Team:

• Faster response- 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.
• Slower- 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.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe. 

[popping]

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@mbroad88 wrote:

48 hrs to port my existing number?

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PM has less moderators online after COVID-19.

There are 7 moderators online ATM (9:46am MT).

Before COVID-19, there were 10 moderators or more during weekdays.

https://productioncommunity.publicmobile.ca/t5/Announcements/Number-transfer-in-Self-Serve-impacted-...

PM has issue with the automated porting support. You can send private message to moderator with subject “port request” using  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[shep22]

when you put in your port request they will need to know then good luck 

[mbroad88]

how do they know my old telus number? 

[shep22]

@mbroad88 hi while you are waiting you can use your old sim when it stops working port should be complete, do not close old account until then or you will loose that number 

[gblackma]

@mbroad88  for the moderators to respond. To speed up the process include these items mentioned here to port https://productioncommunity.publicmobile.ca/t5/Announcements/Number-transfer-in-Self-Serve-impacted-...

[mbroad88]

48 hrs to port my existing number?

[will13am]

@mbroad88 , wait times can be up to 48 hours.

[mbroad88]

how long of a wait is there for a reply

[gblackma]

@mbroad88  use this private message link to contact them directly using this link  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Type " Port Request " in the subject field.

Keep an eye on the envelope top right of your screen. The mods answer will show up there.

You can also enable email notification to receive a private message notification in your email INBOX.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

[JoyLuck]

Clear your browser cache and go incognito mode in your browser.

[mbroad88]

did that and it keeps coming up oops something went wrong

[JoyLuck]

1. As a new customer, we recommend porting a number at activation with the exception of Koodo Prepaid customers. 
• We have made some system enhancements to improve the success rate of this activity. So long as the correct information is entered, this process should be seamless
2. All other customers: To complete your port-in request, please open our chatbot via this link and type in “port request” to be put in touch with a Moderator.