Pin does not work

[DebbyL]

Help? My friend could not get help, because his pin does not work. Is there a way that he can change his pin number?

He can log into his account.

He now wants to quit public mobile, because he can not get help for the problems because the pin number is wrong.

Thank you.

[AE_Collector]

So if the port did not complete I’m thinking the friend IS STILL with the previous provider. Nothing there has changed. Unless the Port DID complete and the reason for no phone calls is the lack of wifi calling which maybe is mandatory where the friend lives?

All the friend has to do is be certain no more renewals at PM get paid. But someone will likely be back soon wanting a refund for the first month at PM.

AE_Collector

[HALIMACS]

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@Anonymous wrote:

 @HALIMACS : Why bother with the welcome email? He can (could) log in to the self-serve.

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Wasn't sure @Anonymous - only mention of it was on initial post and sounds like the customer isn't prepared to do a whole lot of 'self-serving' to rectify their situation (except port out...), so figured at least they could get the A# without having to login to assist with their port-out.

😊

[Anonymous]

 @HALIMACS : Why bother with the welcome email? He can (could) log in to the self-serve.

[HALIMACS]

@DebbyL 

If your friend does need to port his number out, make sure he knows the account number for the public mobile service so the other wireless service provider can successfully port in the number.

The public mobile account number is embedded in the "To" line information of the initial "welcome to public mobile" email your friend would have received upon activation

[darlicious]

@esjliv 

Lol....I briefly had a cat like that!

[esjliv]

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@Anonymous wrote:

Give it up folks. Poor ol' DebbyL is happy here, albeit with a peeved friend, but that friend is gone. This is clearly not the right kind of place for him. Unfortunately DebbyL, if you had him as a referral then you also lose the dollar.

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[hTideGnow]

I guess the only thing left for DebbyL to do as a friend is to help her friend to port the number out... 

[Anonymous]

Give it up folks. Poor ol' DebbyL is happy here, albeit with a peeved friend, but that friend is gone. This is clearly not the right kind of place for him. Unfortunately DebbyL, if you had him as a referral then you also lose the dollar.

[darlicious]

@DebbyL 

Just an FYI if your friend ported in and could not recieve incoming calls then his port probably did not commence ( if he did not keep his old sim in the phone and answer YES within 90 minutes of recieving the porting authorization text) or it did not complete. He should sort that out first. Have him call the telus porting department or talk to the moderators that he has been in contact with. 

He can also verify info on his account to bypass the account pin # issue and then change it. See below for that info....

Contact the moderators by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:

1. Full name and address on account. ( Or province and postal code for newer accounts.)
2. Email, phone # and pin #.

 If you cannot remember your pin # include at least three of the following:

1. Date of birth (n/a on newer accounts.)
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Account #.
10. Frequently called/texted phone numbers in the last 30 days.

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses today. Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the moderators. Responding promptly will speed up service times.

Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

To send a private message to the moderators click below:

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

[esjliv · Accepted solution]

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@DebbyL wrote:

He could not receive 'calls' at all. Then found that he could not have wifi calling, so basically could only call out. Thanks for your help!

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@DebbyL well, it kind of sounds like when he ported into Public Mobile the port did not complete...if this is the service he was getting from the beginning.

When did he activate with Public Mobile?

If he is porting back to his previous provider - maybe he actually never left.

[DebbyL]

You're right. I love it & have always been able to get the help I need.

thanks again.

[Anonymous]

 @DebbyL : If he had been able to submit a ticket then this should have been fixable without need for the PIN. That PIN is likely sitting in his phone. This is a more hands-on, self-serve kinda place. That's not a fit for everybody. Sometimes patience is needed.

[DebbyL]

Thanks, he looked, but the pin was not in his text messages.

Thank you all for your help.

He's signing up with his old provider right now.

[esjliv]

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@DebbyL wrote:

Thanks,

He tried that & they wanted his pin, so he's quitting, when he can figure out how to do that.

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@DebbyL 

If you are talking about the ACCOUNT PIN, it should have been texted to the phone upon activation.

Perhaps that PIN is in past texts from Public Mobile.

[DebbyL]

He could not receive 'calls' at all. Then found that he could not have wifi calling, so basically could only call out. Thanks for your help!

[Anonymous]

 @DebbyL : Since he can log in, he can remove any pre-registered payment card and just walk away. If he's going to port out then the account will close.

Still like to know the urgency for the PIN and why that's making him so impatient. But whatever. No place can be a fit for everybody.

[esjliv]

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@DebbyL wrote:

OK. So my friend is fed up now. He will switch back to his old carrier. Does he need to quit Public or just transfer the number?

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@DebbyL , sorry to hear that. 😞

AS soon as a Public Mobile phone number is ported to another provider it closes the Public Mobile account.

NOTE, all rewards and/or Available Funds are lost once the number is fully ported to the other provider. AS WELL AS, access to the Self Serve account.

I would recommend removing any registered credit card, if any, prior to porting the phone number.

[DebbyL]

Thanks,

He tried that & they wanted his pin, so he's quitting, when he can figure out how to do that.

[esjliv]

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@DebbyL wrote:

what's 611 service?

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@DebbyL - just to be clear, the Account PIN is different than the Voicemail PIN.

To change Account PIN (this is separate from your Voicemail PIN) :  Contact Moderators as per either method supplied by @Triguy 

To set up Voicemail, you can review this: https://www.publicmobile.ca/en/ns/get-help/articles/set-up-voicemail

To change Voicemail PIN:

• Press 4
• Press 4 again
• Press 1 to change voicemail password (4-15 digits allowed)

[DebbyL]

OK. So my friend is fed up now. He will switch back to his old carrier. Does he need to quit Public or just transfer the number?

[Anonymous]

you want To change your PIN, you will need to contact a Moderator.
and told them i forgetting my PIN, the can only them restart your NEW PIN.

you have to Submit a ticket to a moderator.

Here’s when and how to contact the Moderator Team:

• or you can send a private message to Moderator_Team by Click here.            You’ll need to be logged in to your Community account for the link to work.

• In your message put it, please include.
  
• your account number,
  
• your phone number,
• your account PIN, you forgetting 
• explanation to them nice Team and nice service 

      Good Luck

[Anonymous]

 @DebbyL : The ticket wants the community login and then the account login. If he knows all that then he should be able to use the ticket method and that should be enough verification for the moderators.

Can he receive texts? He might still have the text of the PIN created when he signed up. It would be from 611. It's possible it's on the SIM itself.

Edit: The 611 service is the automated account access. It doesn't do as much as the self-serve web page though.

[DebbyL]

what's 611 service?

[DebbyL]

He can not receive calls, since he signed up. There is a problem with that. He tried both, to start a ticket and to talk to a moderator. Both wanted the pin. Apparently he made a typo when he signed up his pin, so it doesn't work.

[Anonymous]

 @DebbyL : Did he use the submit ticket method? Or the direct private message method? He shouldn't need anymore verification if he made a ticket.

Again...what does he need the PIN for? It's not used for very much around here. The 611 service is about it.

[DebbyL]

He did that, the moderator said he could not help him without the pin.

He is frustrated beyond belief.

[Triguy]

Your friend would need to contact a moderator to change it 

Here’s when and how to contact the Moderator Team:

• 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.
• 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.

[Anonymous]

 @DebbyL : Unless you know all the account particulars then the friend is the one that needs to contact the moderators to change the PIN. What does he need it for? If he can log in, he can do just about all that he might need to do.