Outstanding! Jie Chen (Jane) helped my wife and I transfer our mobile plan from Virgin + to TELUS. It was a seamless migration for my wife's plan. Mine was a different matter. Ten days earlier, I attempted to execute my own transfer from Virgin + to Public mobile online. I messed up royally as I made an error transposing my device number to Public mobile. However, I did receive an eSIM - and assumed my phone number was transferred to Public Mobile. I realized days later that all my incoming phone calls were automatically diverted to voicemail. Jane was tasked with resolving my issue. She determined that my number was still active with Virgin+ and was in limbo with Public Mobile. She canceled my subscription with Public and Virgin, gave me a physical TELUS SIM card, and thinking I was done, I went home. I then discovered I was assigned a new telephone number by TELUS. The following morning I headed back to see Jane again. I
Explained I had two numbers now and the wrong phone number was the active one. Jane had never encountered this issue before. She consulted with her customer service department (after being on hold for 20 minutes) only to be told she had to contact their Tech department. Again, Jane waited patiently for 10-15 minutes to get through. Ultimately, she determined that my solution was to reinsert the original TELUS Sim card (which carried the incorrect number), and she also gave me a new TELUS Sim card with the instruction that after a few hours, my phone would display an "SOS" in the top left corner - after which time, I was to replace the Sim card with the additional one she provided me. The following day, the SOS had displayed and I replaced the original Sim card with the second one. Lo and behold, it worked! My original phone number had been reinstated and the other one disappeared. My phone could now ring again.
Had it not been for Jane's diligence, perseverance, patience and tenacity, I doubt I could have solved the problem.
Thank you Jane for all you do. You are an invaluable asset to TELUS!
Albert and Elaine read more