switching koodo to public mobile issue

[bryan754]

Hi, a few days ago I got my public mobile sim card. I entered all my information plus my old phone number to transfer to this account. Once I entered everything i got a quick error pop up (dont remember the error number) and I tried sending in 3 tickets with no response. I tried signing up again and now my old phone number is not recognized on the website and they took my first months pay. Is there anyone that can assist me? it's very hard to get a hold of someone. Not even sure where to check for ticker replies other than my email or text.

[BKNS27]

@bryan754 

Please note the most important part of the porting process is to leave the Koodo SIM in your phone and reply to the text with YES confirming you are porting over to PM within the 90 minute window.

Good thing that your old carrier is Koodo so the CS_Agent should be able to straight the porting for you.

If porting is incomplete then your Koodo SIM should still work until porting is completed.

[hTideGnow]

HI @bryan754   how you submit the ticket?  did you check the Community inbox and see if support reply?  They will only reply via Community inbox but not email

and did you put your PM sim card in a phone? test if you can make outbound calls

[softech]

@bryan754   did you get Error 821 or error 837 during activation? If so, you could have entered the IMEI number but the system was looking for Account number

At the moment, only PM support can assist with that, to confirm if the activation was done and check if the porting request was put in

Please open ticket with PM support using Chatbot:

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

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

[pmva · Accepted solution]

@bryan754 yes, all the support is online.  You can get to PM online agents via support ticket.

Ticket has to be opened through chatbot -  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Here is a link to an article about transferring number from Telus or Koodo.

How to choose your Phone Number (publicmobile.ca)

To check for email replies, you'll need to check the envelope in the upper right when you've signed into community.