topic Re: Canceling service with old service provider in Get Support

Canceling service with old service provider

Zyl — Tue, 04 Jan 2022 10:09:08 GMT

Hi there,

I have a friend who wants to sign up with Public Mobile She is currently using Telus and wants to port her existing cell no. from Telus to Public Mobile. I read on the help file here that her exiting cell. no. will be automatically deactivated from Telus as soon as it's ported over. My question is: Does she still have to contact Telus to formally close her account and tell them to stop charging her or would her account at Telus be automatically closed and the charges be stopped once the number is ported over? I do not want her to be charged double from Public Mobile and Telus, her soon-to-be old service provider once her SIM with Public Mobile is activated and her number ported over.

Thanks

Re: Canceling service with old service provider

NDesai — Sat, 20 Nov 2021 02:50:55 GMT

@Zyl No, she wont have to contact Telus to notify them. Final bill will be processed as soon as porting is done. However, it doesn't hurt to call in to make sure line is cancelled properly.

Re: Canceling service with old service provider

esjliv — Sat, 20 Nov 2021 02:52:25 GMT

@Zyl wrote:
Hi there,

I have a friend who wants to sign up with Public Mobile She is currently using Telus and wants to port her existing cell no. from Telus to Public Mobile. I read on the help file here that her exiting cell. no. will be automatically deactivated from Telus as soon as it's ported over. My question is: Does she still have to contact Telus to formally close her account and tell them to stop charging her or would her account at Telus be automatically closed and the charges be stopped once the number is ported over? I do not want her to be charged double from Public Mobile and Telus, her soon-to-be old service provider once her SIM with Public Mobile is activated and her number ported over.

Thanks

@Zyl - porting to Public Mobile from Telus will close the Telus account automatically.

Do not close the Telus account or your port may not complete.

Unless, you have some kind of family plan with Telus. And if the number you are wanting to port is the master number...this may warrant a call to Telus first.

Public Mobile is a part of the Telus family. So, porting should go smoothly during the activation process.

https://publicmobile.ca/en/bc/portal/activation

Re: Canceling service with old service provider

CountyDownIeUk — Sat, 20 Nov 2021 03:15:40 GMT

No, but is a good idea to make sure Account is still active during the port process and suggest to remove payment set up before as well. Leave the Telus sim in until asked to confirm port out.

Re: Canceling service with old service provider

Zyl — Sat, 20 Nov 2021 03:37:22 GMT

Thanks for all your help. My friend has now received the SMS text from Telus asking her to confirm the number-porting request and she has replied "Yes" to the SMS. How does she know that the number has been ported over successfully for her to do the SIM card changeover? Does she need to wait until she receives some kind of confirmation to confirm the number has been ported successfully before changing the SIM card or can she change the SIM card right away?

Thanks

Re: Canceling service with old service provider

esjliv — Sat, 20 Nov 2021 03:41:23 GMT

@Zyl wrote:
Thanks for all your help. My friend has now received the SMS text from Telus asking her to confirm the number-porting request and she has replied "Yes" to the SMS. How does she know that the number has been ported over successfully for her to do the SIM card changeover? Does she need to wait until she receives some kind of confirmation to confirm the number has been ported successfully before changing the SIM card or can she change the SIM card right away?

Thanks

@Zyl Incoming calls are usually the last to port over.

Cell phone numbers can take up to 2-3 hours to complete.

When porting over a number, with the PM SIM card in the phone I would suggest a Reset of the Network Settings.

Then see if in/out calling and texts work; as well as data.

Leave it overnight if incoming calls are not yet working, and make sure all services are working tomorrow.

Re: Canceling service with old service provider

Anonymous — Sat, 20 Nov 2021 03:44:17 GMT

@Zyl : I remember a few days ago someone reporting that they got a text on their old SIM saying they could go ahead and put the new SIM in. That's a pretty good sign. 🙂

Re: Canceling service with old service provider

Zyl — Sat, 20 Nov 2021 03:44:58 GMT

Ok so she should wait 2-3 hours before changing the Telus SIM card to the Public Mobile SIM card? She is using the same phone. Is she going to receive some kind of confirmation to confirm the porting is successful?

Thanks

Re: Canceling service with old service provider

CountyDownIeUk — Sat, 20 Nov 2021 03:53:50 GMT

There is nothing stopping you to try to call each other.

Re: Canceling service with old service provider

CountyDownIeUk — Sat, 20 Nov 2021 03:54:46 GMT

You "might" get an email from PM.

Re: Canceling service with old service provider

Dunkman — Sat, 20 Nov 2021 04:00:07 GMT

@Zyl wrote:
Ok so she should wait 2-3 hours before changing the Telus SIM card to the Public Mobile SIM card? She is using the same phone. Is she going to receive some kind of confirmation to confirm the porting is successful?

Thanks

@Zyl

Your friend can keep using the Telus SIM card/phone. Once the Telus service stops, then that usually mean that the port was successful. Then put the PM SIM card in the phone.

Since PM is part of Telus group of companies, the port should be relatively quick.

Re: Canceling service with old service provider

darlicious — Sat, 20 Nov 2021 04:12:50 GMT

@Zyl

The port is probably already completed. Tell her to attempt a call with the telus sim card. If it does not go thru she will know it's completed. Either way she can change sim cards and call you. You can then call her. If it goes to voicemail her port isn't finished if it goes thru then its completed.She will probably get a text from pm welcoming her to pm and she has finished porting her number over to pm.

Re: Canceling service with old service provider

Zyl — Sat, 20 Nov 2021 04:59:45 GMT

Ok this is really weird. My friend is all set up. She's changed her SIM and I am able to call her number. Her cellphone does receive the call and on her cellphone for SIM card status, it does say she's on the Public Mobile network but she received a SMS text from Koodo with number 83585 saying "Welcome to Koodo. Your transfer requestion has been completed successfully...Thank you for being a Koodo customer. Free Koodo msg." at exactly the same time when she changed the SIM card.

Why is she receiving a SMS text message from Koodo when she's on the Public Mobile network and has received a SIM card from Public Mobile?

Thanks

Re: Canceling service with old service provider

Zyl — Sat, 20 Nov 2021 05:03:35 GMT

No email from PM only a welcome SMS text from Koodo.

Re: Canceling service with old service provider

fujiyama — Sat, 20 Nov 2021 05:12:53 GMT

That is probably a bug. Have your friend sign in to PM Self Serve and check if the correct phone number is listed there. If it is, and all functions work properly then there should be nothing to worry about.

Edit: Once in self serve, click on the "Plan and Add-ons" tab at the top left. Your number will be shown at the top of that page.

Re: Canceling service with old service provider

Zyl — Sat, 20 Nov 2021 05:28:56 GMT

Yes her phone number is shown on top of the "My Plans and Add-ons" tab page. She is able to receive calls and receive and send SMS using Public Mobile. The text that I sent to her and what she texted out to me did show up on her usage history. She's even received text from Public Mobile confirming her account and her rewards with Public Mobile. It's just her welcome SMS text was from Koodo. Really weird. Was Public Mobile part of Koodo before that they used to share the same texting server? Just wondering...

Thanks for your help.

Re: Canceling service with old service provider

darlicious — Sat, 20 Nov 2021 05:36:28 GMT

@Zyl

Yes the text from koodo instead of pm happens sometimes. Koodo prepaid and pm share the same backend so the errant text probably stems from them using a shared system.

Re: Canceling service with old service provider

Zyl — Sat, 20 Nov 2021 19:16:52 GMT

Everything all set for my friend! Now she's getting a whole sleuth of welcoming texts from Public Mobile. LOL She is very happy to have received the $10 credit.

Thanks everyone for your help. Really appreciate it.

Re: Canceling service with old service provider

Zyl — Tue, 23 Nov 2021 04:23:35 GMT

@darlicious, turns out there is more than just an innocent mix-up of back-end servers. My friend's credit card actually got charged $17.50 for "Koodo top-up reapproved" or whatever crap even though her billing date is not supposed to be until Dec. It's obvious that they sent me the wrong SIM card from Koodo for me to refer to my friends. The pocket that I received the extra SIM card in clearly stated "Public Mobile" on it but it's obviously a Koodo card. Now my friend is being charged this extra charge from Koodo when she has nothing to do with Koodo. Already submitted a ticket to Customer Service Agent to reverse this charge. Just putting this out there to see if anyone else has encountered this problem of the wrong SIM card being sent to them and actually got charged for it.

Thanks

Re: Canceling service with old service provider

Zyl — Tue, 23 Nov 2021 04:24:21 GMT

So I guess everything is still not all set for my friend. I spoke too soon. LOL