Is there a phone number to call Support?

[steven.livingstones]

Hi,

This automated support ticket system isn't working for me. No responses from support, just automated messages. All my submissions are ignored. Can I talk to a real person helping me?

I am a diabetic, meaning the automated SMS is not working for me. And I need help with manually porting in my Public Mobile phone number. The PM agent has been standing by for two days now to approve the transfer manually. Fongo's support is just ignoring me and my submissions completely.

Please help, because this is becoming a nightmare just because I am diabetic.

Thank you for your attention and time.

[steven.livingstones]

Hi,

I have not been able to reach support in the past two days. They just closed an ongoing conversation, and every new ticket I submitted was just automatically added to the closed ticket.

I asked a friend to submit a ticket, and they have not replied to him either.

I paid them $25 for a transfer, and no transfer of my phone number. Am I out of luck here? I am losing my old phone number and lost my 25 dolars too?

Anyone, please help me.

[Liptonbrisk]

Hello,

There is no official support number for Fongo Mobile.

Here are some points I'd like to address:

1. The $25 you paid is the standard one‑time fee Fongo charges to transfer an existing Canadian number into Fongo Mobile. The fee doesn’t speed up the porting process.
​
2. Number transfers into Fongo Mobile are not instant: visit https://support.fongo.com/hc/articles/2 ... o-services. "Transferring a number to Fongo may vary based on the current provider of the number, but the average transfer time is 5 - 7 business days from submission. This estimate assumes that the current carrier does not reject the porting request."

Support ticket response can sometimes take up to a week if the support system is showing “Degraded Performance” or “Partial Outage” (neither applies currently) at status.fongo.com. Two days with only automated replies is frustrating, but that's still within what some users have reported.

3. Only numbers associated with these cities or towns can be ported into Fongo Mobile: https://support.fongo.com/hc/articles/2 ... o-services.


​4. These forums are primarily user‑to‑user only. Fongo support members are not required to reply here, so the only formal channel is the ticketing system located at support.fongo.com ("submit a request").

5. If you're trying to contact Public Mobile, you should be dialing 844-232-7678 for porting inquiries.



"Your current wireless provider may call or text you to authorize the number transfer. Please respond within 90 minutes to authorize the number transfer. Failure to do so may result in a rejection of transfer.

The messages from the current provider are typically sent between 10:00am and 12:00pm ET on the next business day. Contact the authorization team of your other service provider if you’re transferring your number but don’t receive a text message within that time window. They will assist you with authorizing your transfer, so that we can resubmit your transfer request.

We recommend asking for a 24-hour authorization, as a minimum."



​
6. I suggest doing the following:

a. Private message me with the ticket number you’re seeing merged/closed. I can't promise that anyone else will look into the matter or respond to me, but I can try to notify someone. You can private message me at ucp.php?i=pm&mode=compose&u=1229.

Please note that I do not work for Fongo. I do not have access to any Fongo account you may have.

b. Make sure your original provider (Public Mobile) still has your number active and that they have a valid port‑out request from Fongo. Ports fail if your Public Mobile account is suspended, cancelled, or the info provided doesn’t match. Refer to https://support.fongo.com/hc/articles/4 ... le-Port-in


c. If, after a reasonable period (a week or more) the port still hasn’t progressed and both Public Mobile and Fongo are blaming each other, you can escalate to CCTS, which handles unresolved telecom complaints in Canada. Here's how to escalate a Fongo Mobile complaint: https://support.fongo.com/hc/articles/2 ... -complaint. Here's how to reach CCTS: https://www.ccts-cprst.ca/for-consumers ... aint-form/.

​

Your medical condition doesn’t affect whether an SMS can be sent to your number, but if you have accessibility needs that make SMS difficult to use, you should mention that clearly in your ticket and to Public Mobile so that support staff understands you may need a manual confirmation method rather than typical automated texts.



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(General Info)

These are user-to-user support forums. Fongo Support staff is not obligated to respond here, and there's no guarantee forum posts are read by staff.

Also, none of the volunteer moderators here work for Fongo. We don't have access to your account.



Visit https://status.fongo.com/.
If "Support System" indicates "Degraded Performance" or "Partial Outage", ticket response time can take up to a week (or longer).


You can check your ticket status by logging in at
https://support.fongo.com/hc/requests. That's an account for tickets
(zendesk) only and is completely separate from your Fongo Mobile account or
any other Fongo account you may have. If you don't have a zendesk account yet, click "Sign Up" after visiting the link.
Use the same email address that you use to submit tickets. Do not use the same password as your Fongo Mobile
account. Again, these two accounts are unrelated.

Support staff does not respond to tickets on weekends or Canadian holidays.
Support hours are 9 a.m. until 4 p.m. EST. They are not obligated to respond
on the these user-to-user forums.


Fongo does have https://twitter.com/Fongo_Support. I'm not sure if anyone
there responds to direct messages.
Similarly, they appear to be on Facebook:
https://www.facebook.com/FongoMobile/. I don't know whether they'll respond to you there.