porting number issue please provide contact number ASAP

[hTideGnow]

hi @computergeek541 

PM does not want us to post the nmber in public, that is true. That was why there was a mass remove of posts overnight for people posting the number in public

but as said, I was told by Community manager that messaging the number does not violate any rules.  And it was confirmed that customer calling the porting team and most of them still got helped, and same with my friend's case just weeks ago.  So, I think it is ok to keep sending the number in private.  

But thanks for clarifying and thanks @Chalupa_Batman for bringing up this discussion

[computergeek541]

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@slusagm wrote:

thanks @computergeek541 for confirming this is not an internal number.  If it is public, that it is ok

PM is a all online provider.  The way I see it is that if porting got stuck, it is really for for people to communicate with PM., so PM still has it only phone number for people to call and get the phone working. 

And I understand some Koodo agents refused to help, but we heard many more customers got helped from them.  If it is a number that no customers should be calling, they will not help at all. 

So,  unless we got confirmation that this call centre is refusing to help ALL PM porting issues, I think this is still a good number to give out.  Afterall, Public Mobile probably wants to make sure those stuck ports got resolved and resolved quickly instead of having angre customers and got messages about arranging refunds.

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The phone number has been publicly viewable on Telus website in documentation provided by Telus.  Saying that, Public Mobile, in my opinion, doesn't want people to be calling the number.

[slusagm]

thanks @computergeek541 for confirming this is not an internal number.  If it is public, that it is ok

PM is a all online provider.  The way I see it is that if porting got stuck, it is really for for people to communicate with PM., so PM still has it only phone number for people to call and get the phone working. 

And I understand some Koodo agents refused to help, but we heard many more customers got helped from them.  If it is a number that no customers should be calling, they will not help at all. 

So,  unless we got confirmation that this call centre is refusing to help ALL PM porting issues, I think this is still a good number to give out.  Afterall, Public Mobile probably wants to make sure those stuck ports got resolved and resolved quickly instead of having angre customers and got messages about arranging refunds.

[computergeek541]

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@Chalupa_Batman wrote:

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Well, I have direct information from the supervisor Hector from Customer Service that the phone number that you two and softech continue to share is an internal number only and is only meant for Koodo and Telus customers. The information I share I was told is the proper way. I do believe even @computergeek541 has shared several times on this forum that the phone number is internal only and isn't meant to be given out. Since Public Mobile CS Agents and supervisors are aware you three give this number out, it's up to them to correct you, not me. I just follow direction from the other Oracles and a supervisor of CS. If you have any questions or concerns, you are more than welcome to create a ticket and contact customer service and hear directly from them. Thank you.

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it's not actually an internal number, but Public Mobile is using an online self service support model.  The way I see it, encouraging customers to call a phone number goes against that model.  if a customer wants or needs call centre support, there are other brands that can help with that, including both Telus Mobility and Koodo Mobile.

[hTideGnow]

hi @longwangwl 

did you enter the phone number?  if it cannot find it, it will ask you again.  Enter it a second time, if it still cannot find it, it will as you for a call back number.  Enter the call back number and the will call you

Hi @Chalupa_Batman  i didn't post the number in the forum, so it is ok.  Community Manager Jade confirmed before that giving it via message is ok.   And all i was  trying to tell you the fact that it is a call center and will help Public Mobile porting issue.  I can confirm myself

[Chalupa_Batman]

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@longwangwl wrote:

I called but still robot voice no human answer the phone.

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Please follow the information I have already given. I appreciate those other two feel they are correct, I've been in contact with supervisors with Public Mobile and this is how it's supposed to be done. But you may do what you wish, I'm just a customer like those other two. 🙂

[longwangwl]

I called but still robot voice no human answer the phone.

[Chalupa_Batman]

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@hTideGnow wrote:

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@Chalupa_Batman wrote:

Public Mobile’s protocol for porting issues is that you submit a ticket. The phone number the other member sent you is for Koodo and Telus only, NOT Public Mobile. 

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HI @Chalupa_Batman 

you might not know, the Koodo team helps with PM porting problem, too!!

I have been sending to many new Community members and the team helped.  And I personally helped 3 weeks ago with a friend who have been waiting for 5 hours without the porting text.  We called the team and they re-sent the poring request while we are on the phone

But @longwangwl , it is true that some Koodo staff said they cannot help.  They are wrong.  But in such case, you will have to message PM support , which will take much longer.  So, if that happens, please message them here          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            

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Well, I have direct information from the supervisor Hector from Customer Service that the phone number that you two and softech continue to share is an internal number only and is only meant for Koodo and Telus customers. The information I share I was told is the proper way. I do believe even @computergeek541 has shared several times on this forum that the phone number is internal only and isn't meant to be given out. Since Public Mobile CS Agents and supervisors are aware you three give this number out, it's up to them to correct you, not me. I just follow direction from the other Oracles and a supervisor of CS. If you have any questions or concerns, you are more than welcome to create a ticket and contact customer service and hear directly from them. Thank you.

[slusagm]

@longwangwl you porting a number from Telus?  Yes, porting can be stuck still.

But yes, the team definitely can help with your porting problem

[hTideGnow]

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@Chalupa_Batman wrote:

Public Mobile’s protocol for porting issues is that you submit a ticket. The phone number the other member sent you is for Koodo and Telus only, NOT Public Mobile. 

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HI @Chalupa_Batman 

you might not know, the Koodo team helps with PM porting problem, too!!

I have been sending to many new Community members and the team helped.  And I personally helped 3 weeks ago with a friend who have been waiting for 5 hours without the porting text.  We called the team and they re-sent the poring request while we are on the phone

But @longwangwl , it is true that some Koodo staff said they cannot help.  They are wrong.  But in such case, you will have to message PM support , which will take much longer.  So, if that happens, please message them here          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            

[longwangwl]

Porting from Telus to Public mobile has errors?

[slusagm]

@longwangwl 

the number I sent you is Koodo porting team, but this is the same team that helps with PM porting issue.  Please call and check, no need to be scared.  We have been sending this number to everyone and they got resolved without minutes

[Chalupa_Batman]

Public Mobile’s protocol for porting issues is that you submit a ticket. The phone number the other member sent you is for Koodo and Telus only, NOT Public Mobile. 

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact customer service.

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

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

[hTideGnow]

HI@longwangwl 

 PM porting support team can help.  I have sent you the porting support team number.  Please check your Community inbox (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage), check for the number and call

[slusagm]

 I can't post the number here, but I will message the number to your community inbox.  Please check and call them