topic Re: Number transfer in Self-Serve impacted by ongoing maintenance in Announcements

Number transfer in Self-Serve impacted by ongoing maintenance

Alan_K — Fri, 13 Mar 2020 15:40:11 GMT

Hey Community,

Apologies for the inconvenience caused and delay in delivering this message.

As a result of ongoing back-end maintenance, the function to port a number to your Public Mobile SIM within My Account is temporarily unavailable. Porting a number during the activation process is unaffected, and no other self-serve functionality is impacted.

We recommend to take the following steps if you need to port-in a number:

Be sure to note the best practices below to ensure a smooth process:

Only the authorized account holder can transfer a number.
You cannot transfer numbers between Public Mobile accounts.
Your previous account must be active in order for the number transfer to go through. Once the transfer is complete, it will be automatically deactivated from your previous service provider.
Double check your old account info, as it needs to be correct in order for your number transfer to complete. Here’s the information you’ll need:

Mobile Phone Number Transfer	Landline Phone Number Transfer
Alternate Phone Number	Complete billing address
First and Last Name of the account holder	Alternate phone number
You’ll also need to provide one of the following: your old account number or your ESN/IMEI/MEID number or your account PIN	First and last name of the account holder

As a new customer, we recommend porting a number at activation with the exception of Koodo Prepaid customers.

We have made some system enhancements to improve the success rate of this activity. So long as the correct information is entered, this process should be seamless

All other customers: To complete your port-in request, please open our chatbot via this link and type in “port request” to be put in touch with a Moderator.

We thank you for your patience while we work through the Self-Serve maintenance.

Thank you,

-Public Mobile Community Team

Re: Number transfer in Self-Serve impacted by ongoing maintenance

Staliger — Fri, 13 Mar 2020 15:38:35 GMT

@Alan_K Thank you for letting us know and providing this guide!:smileyhappy:

Re: Number transfer in Self-Serve impacted by ongoing maintenance

will13am — Fri, 13 Mar 2020 16:11:21 GMT

It is good that an official announcement is made. It is a bit of a shock to customers when they see it in the self serve.

Re: Number transfer in Self-Serve impacted by ongoing maintenance

dabr — Fri, 13 Mar 2020 17:38:56 GMT

@Alan_K Thanks for making this announcement official.

There was some confusion over the last couple of days for both new customers trying to activate and getting the error and community members offering (myself included) incorrect advice and telling them they could do the number transfer in their online account themselves.

Re: Number transfer in Self-Serve impacted by ongoing maintenance

gblackma — Fri, 13 Mar 2020 18:02:06 GMT

Thanks @Alan_K . Could you please also announce when the normal porting service has been restored? This would also help to clear up further confusion here. Thanks.

Re: Number transfer in Self-Serve impacted by ongoing maintenance

darlicious — Sat, 14 Mar 2020 10:59:08 GMT

@Alan_K

Thank you for making an official announcement to the community. You've answered all my questions regarding the temporary loss of this feature in our accounts. You've supplied a wealth of information and proper guidance when porting your number to public mobile. It serves as a mini refresher course....which is great if you haven't ported a number in for quite awhile. I always appreciate the engagement with the community and customers that public mobile exhibits and how you constantly strive to improve our service. Keep up the good work!

Re: Number transfer in Self-Serve impacted by ongoing maintenance

Westcoastperson — Sat, 14 Mar 2020 17:56:48 GMT

Thank you for letting us new customers who are trying to activate know. I am still having troubles activating my new account, even after following all of your information.

Now I want to go back to my previous provider because I currently have no service. I am unable to submit a ticket. The whole site is frozen. Please help!

Does anyone know how to do that?

Thank you!

Re: Number transfer in Self-Serve impacted by ongoing maintenance

gblackma — Sat, 14 Mar 2020 18:03:18 GMT

@Westcoastperson which provider did you port from? Thanks.

Before you leave, if you insert the SIM, is public mobile showing up as your provider? If yes, please log into your self service account, enable the lost/ stolen feature log out, wait 5 minutes, log in and take it off. Log out and restart your phone.

Re: Number transfer in Self-Serve impacted by ongoing maintenance

Westcoastperson — Sat, 14 Mar 2020 18:10:40 GMT

Hi there,

Thanks for the reply.

I am porting from Telus.

Yes Public Mobile shows up as my provider.

I actually have three other family members in my household with Public Mobile. This is my fourth time setting up an account and so I am perplexed.

I will try what your suggestions.

Thanks!

Re: Number transfer in Self-Serve impacted by ongoing maintenance

shercon — Sun, 15 Mar 2020 23:50:50 GMT

New customer from Koodo and cannot port my number? Standing by on updates for when this service will be available.

Re: Number transfer in Self-Serve impacted by ongoing maintenance

Jb456 — Sun, 10 May 2020 16:38:23 GMT

@shercon

Contact moderators to port.

Two ways the reach them.

1-.

2- or private message them at link below.

Click here

Re: Number transfer in Self-Serve impacted by ongoing maintenance

computergeek541 — Mon, 16 Mar 2020 03:02:06 GMT

@shercon wrote:
New customer from Koodo and cannot port my number? Standing by on updates for when this service will be available.

You can port from Kooodo (even Koodo prepaid). It's just that if you do it yourself after the activation has already been completed, all porting needs to be done by asking a moderator.

Koodo prepaid cannot be ported in during activation, but that isn't anything new.

You havve to ask the moderators in all cases for porting a prepaid Koodo number to Public. This means that for current prepaid Koodo customer who want to port to Public Mobile, nothing has changed.

Re: Number transfer in Self-Serve impacted by ongoing maintenance

computergeek541 — Mon, 16 Mar 2020 03:06:23 GMT

@Alan_K

When going to publicmobile.ca.ada.support/chat and typing in "port request", this now sends customers directly to the private messaging window. Is that a glitch and are private messages still being given lower priority?

On a good note, I've noticed that when asking for a porting, moderator response time appears to be less than an hour during regular operational hours.

Re: Number transfer in Self-Serve impacted by ongoing maintenance

Alan_K — Mon, 16 Mar 2020 14:09:22 GMT

@computergeek541 wrote:

@Alan_K

When going to publicmobile.ca.ada.support/chat and typing in "port request", this now sends customers directly to the private messaging window. Is that a glitch and are private messages still being given lower priority?

On a good note, I've noticed that when asking for a porting, moderator response time appears to be less than an hour during regular operational hours.

@computergeek541 We had a hiccup over the weekend on the chatbot form specific to the porting flow. The diversion to private message is temporary and the plan is to reinstate the form at some point this morning.

Great to hear you're seeing such a quick Moderator response!

Re: Number transfer in Self-Serve impacted by ongoing maintenance

Lar — Thu, 19 Mar 2020 01:28:40 GMT

@Alan_K Thank you Alan for keeping us informed. You da best! Cheers

Re: Number transfer in Self-Serve impacted by ongoing maintenance

zblackma — Thu, 19 Mar 2020 12:18:03 GMT

Is this still ongoing? And will there be an announcement when its done? Thankyou.

Re: Number transfer in Self-Serve impacted by ongoing maintenance

computergeek541 — Thu, 19 Mar 2020 21:27:34 GMT

@zblackma wrote:
Is this still ongoing? And will there be an announcement when its done? Thankyou.

Customers still need to ask a moderator to port a phone number in.

Re: Number transfer in Self-Serve impacted by ongoing maintenance

Dav222 — Fri, 20 Mar 2020 14:41:09 GMT

I'm hoping someone can help me with submitting a ticket to port a number. I have completed all the required fields but the "Next" box and the "Submit ticket" box remain greyed out. Is there something I am doing wrong or is there an ongoing issue with the porting process? Thanks.

Re: Number transfer in Self-Serve impacted by ongoing maintenance

computergeek541 — Fri, 20 Mar 2020 14:50:16 GMT

@Dav222

You'll need to go here https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 to send a private mesage to the moderators. I suggest using Port Request as the title of the message.

Re: Number transfer in Self-Serve impacted by ongoing maintenance

Dav222 — Fri, 20 Mar 2020 15:18:34 GMT

Thanks computergeek541 for the quick reply. Will follow your advice. Cheers!