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Great Neighbour / Super Voisin

New number

Hi there, I selected my new number, I can make phone calls out however when my wife calls my new number it doesn't call my phone, it calls someone else and a stranger picks up.

 

Please help


Accepted Solutions
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Mayor / Maire

Re: New number

@PietroC  going by what you posted, it seems that you got a number already in use.  You can change your number from within your self service account once per 30 day cycle.

20200723_093448.jpg

 

I would also contact the moderators and inform them. This is the 2nd or 3rd time this week that this happened. 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. 

Welcome to PM .

View solution in original post


All Replies
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Town Hero / Héro de la Ville

Re: New number

@PietroC hi if this is an ongoing issue you can contact the moderators ask Simon the robot  here to speak to a human to generate a ticket    watch envelope top right for a response they usually reply between 2-48 hours

Highlighted
Mayor / Maire

Re: New number


@PietroC wrote:

Hi there, I selected my new number, I can make phone calls out however when my wife calls my new number it doesn't call my phone, it calls someone else and a stranger picks up.

 

Please help


@PietroC contact a moderator  click on the ? Bottom right hand corner Ask Simon to speak to a human this will help create a ticket to speak to a moderator      check the envelope top right corner for a reply response time is 2 to 48 hours

Highlighted
Mayor / Maire

Re: New number

@PietroC  going by what you posted, it seems that you got a number already in use.  You can change your number from within your self service account once per 30 day cycle.

20200723_093448.jpg

 

I would also contact the moderators and inform them. This is the 2nd or 3rd time this week that this happened. 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. 

Welcome to PM .

View solution in original post

Highlighted
Mayor / Maire

Re: New number


@PietroC wrote:

Hi there, I selected my new number, I can make phone calls out however when my wife calls my new number it doesn't call my phone, it calls someone else and a stranger picks up.

 

Please help


Easy things first....double check and make sure you're dialing the correct number. Log in to your account and confirm the number.

Highlighted
Mayor / Maire

Re: New number

@PietroC  Use the change number option from selfserve and pick a new number. Don't forget to restart your phone.

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Retired Oracle / Oracle Retraité

Re: New number


@geopublic wrote:

@PietroC  Use the change number option from selfserve and pick a new number. Don't forget to restart your phone.


@PietroC 

 

I'll add to only change your number if you haven't ported in a phone number and are using the new phone number that was assigned/chosen by you during the activation.  If that's the case, don't bother wasting any time contacting the moderators. When Public Mobile mistakenly assigns an already active phone number, there really isn't anything that they can do but change the number for you. That's something that you can do yourself.

Highlighted
Great Neighbour / Super Voisin

Re: New number

I have tried to get a new number, I agree, however it isn't letting me transfer to a new number

Highlighted
Mayor / Maire

Re: New number

@PietroC then contact the moderators, explain your situation and ask them to change it for you. 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. 

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