my account will not accept my email address - and my mobile Telus phone number will not work

[Choklit]

I spent an hour with another agent who tried but could not help.   When I put in my email it says it is not valid 

My mobile phone number is not working - Telus number 

My account is up to date etc  but I cannot access it.  The agent suggested I open another account so that is what I have done and now I am in the second account.    I NEED HELP AND HAVE SPENT HOURS TRYING TO FIND IT. 

[BKNS27]

@Choklit 

I can’t see why your Telus number can’t be ported over to PM.

PM, Koodo is under Telus umbrella.

Double check to see if your number can be ported:

https://www.ooma.ca/check-portability/

Was it a Telus agent or PM CS_Agent you were in contact with?

[Dunkman]

@Choklit 

More details would be helpful. Do you have a Telus mobile number or Public mobile number?  Separate companies.  

Old customer versus new?  Recent activation? Ported number over?

[softech]

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@Choklit wrote:

I spent an hour with another agent who tried but could not help.   When I put in my email it says it is not valid 

My mobile phone number is not working - Telus number 

My account is up to date etc  but I cannot access it.  The agent suggested I open another account so that is what I have done and now I am in the second account.    I NEED HELP AND HAVE SPENT HOURS TRYING TO FIND IT. 

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@Choklit you said Telus number, is it Telus or PM you have the service on?

is the number working?

if you call 1.855.4PUBLIC , enter 1 for english and enter your number, can the system  locate your account?

If it cannot, then you likely have missed payment for over 90 days.  Once again is suspended for non-payment for over 90 days, it would be permanently closed and hence you cannot login 

you can also message support to confirm the status of your account and login here:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there