topic Re: SIM card updating? in Get Support

SIM card updating?

JaneHall — Wed, 05 Jan 2022 05:33:47 GMT

I am activating a new phone and a new PM account. I think I've done everything correctly, the new phone, with its new number worked fine, send and receive.

THEN I decided to see if I could get my old phone number back, so I went through the process and got a message something like: "Transfer Completed".

Here's the problems:

1. The new phone has been "stuck" on "SIM card updating" for about an hour. Is that normal?

2. When I call (from another phone) the old phone number, I get "Not registered on network ".

3. When I call the new number I get same: "Not registered on network"

Its been about 1.5 hours since I did all this.

What do you think? Am I too impatient?

Re: SIM card updating?

JDT — Fri, 17 Aug 2018 23:04:29 GMT

What company are you porting your number from? Ports from Koodo or Telus should be almost instant, while ports from other companies may technically take a couple days to complete.

Re: SIM card updating?

JaneHall — Fri, 17 Aug 2018 23:05:43 GMT

From Virgin...

A couple of days!!! egad!

Thanks for the reply.

Re: SIM card updating?

JaneHall — Fri, 17 Aug 2018 23:09:03 GMT

Hmmm. looks like Virgin is part of Telus..

I think I have a problem.

Re: SIM card updating?

wetcoaster — Fri, 17 Aug 2018 23:27:59 GMT

@JaneHall wrote:
Hmmm. looks like Virgin is part of Telus..
I think I have a problem.

Virgin is part of the Bell group.

Is your Virgin SIM still active? Have you tried restarting the phone?

Re: SIM card updating?

JaneHall — Fri, 17 Aug 2018 23:35:48 GMT

So, I just spoke to tech support for the new phone. Its a Jethro SC330v2. Its a 3G phone and its an old style flip phone. I bought it for my wife bcause it pleases her well.

Jethro's tech support told me that the SIM card could not automatically update on a 3G network, and I must take the sim card to a retailer to get them to "update" it.

I'll try my local WIND store first, since they are also on Telus.

So, hopefully that will solve the SIM card update problem.

On the matter of the porting, I spoke to my old service provider (Virgin/Telus) and she told me that I could contact their "porting" department, and get them to port my number, the 416 number, back to Virgin. She gave me a direct dial number for them. BUT I've written in detail about all this to the MODS here and will leave it in their hands for a day and see what transpires.

What a mess..

Re: SIM card updating?

JaneHall — Fri, 17 Aug 2018 23:51:37 GMT

Is your Virgin SIM still active? Have you tried restarting the phone?

Ha! So I restarted both phones... and my wife's old phone still works on the 705 number.

My phone is dead on the virgin network.

And the new phone is working on my old number - the 416 number.

So the wrong number was ported to PM. I think Virgin lists my number , (416) first and that was what was used.

Restarting the Jethro seems to have solve the SIM card updating issue... we'll see...

So, I need your advice: Who is the best party to fix this to change the porting?

Thanks for your help.

Jane

Re: SIM card updating?

srlawren — Sat, 18 Aug 2018 01:05:23 GMT

@JaneHall don't visit Freedom Mobile (or Wind, as you said)--they have NOTHING to do with Telus or Public Mobile. (They are owned by a Telus competitor named Shaw Communications).

It's not really possible that the wrong number was ported unless you entered the wrong number on the porting form. I'm not really sure what's gone on here but I think you need to wait to hear back from the moderator team.

Re: SIM card updating?

JaneHall — Sat, 18 Aug 2018 01:17:49 GMT

@srlawren wrote:
@JaneHall don't visit Freedom Mobile (or Wind, as you said)--they have NOTHING to do with Telus or Public Mobile. (They are owned by a Telus competitor named Shaw Communications).

It's not really possible that the wrong number was ported unless you entered the wrong number on the porting form. I'm not really sure what's gone on here but I think you need to wait to hear back from the moderator team.

Thanks for the info re WIND.

I'm 99% certain I used the right number. But, I'm an often imperfect human. 🙂

I shall await a response from the moderator team.

Thanks

Re: SIM card updating?

srlawren — Mon, 20 Aug 2018 03:53:15 GMT

@JaneHall please keep us posted!

Re: SIM card updating?

JaneHall — Mon, 20 Aug 2018 10:57:11 GMT

Thanks, yes I will do that... I heard from the moderator team yestertday and went through the identification process, so now I'm just waiting for them to resolve the problem.

The only thing I'm concewrned about is, can they reverse what happened? HOWEVER IT HAPPENED, the wrong number got ported from Virgin to PM.. Can they reverse that or must I go to Virgin?

Thanks for your input. I wait somewhat patiently. 🙂

Re: SIM card updating?

srlawren — Mon, 20 Aug 2018 16:24:19 GMT

@JaneHall wrote:
Thanks, yes I will do that... I heard from the moderator team yestertday and went through the identification process, so now I'm just waiting for them to resolve the problem.

The only thing I'm concewrned about is, can they reverse what happened? HOWEVER IT HAPPENED, the wrong number got ported from Virgin to PM.. Can they reverse that or must I go to Virgin?

Thanks for your input. I wait somewhat patiently. 🙂

@JaneHall that is an excellent question and to be honest I'm not sure. @computergeek541 @kav2001c @will13am you guys have any ideas here?

Re: SIM card updating?

will13am — Mon, 20 Aug 2018 16:36:24 GMT

@srlawren wrote:
@JaneHall wrote:
Thanks, yes I will do that... I heard from the moderator team yestertday and went through the identification process, so now I'm just waiting for them to resolve the problem.

The only thing I'm concewrned about is, can they reverse what happened? HOWEVER IT HAPPENED, the wrong number got ported from Virgin to PM.. Can they reverse that or must I go to Virgin?

Thanks for your input. I wait somewhat patiently. 🙂

@JaneHall that is an excellent question and to be honest I'm not sure. @computergeek541 @kav2001c @will13am you guys have any ideas here?

This is messy. Ports are dealt with by the receiving party. I am not sure how Public Mobile can do anything now.

Re: SIM card updating?

JaneHall — Mon, 20 Aug 2018 18:06:56 GMT

Hmmmm, not good...

I do have a 1-800 number for Virgin's porting department. A Virgin staffer said I could call them and they would reverse the port that was applied to PM in error.

I can do that ,but I do n't want to make further complications.

What do you think?

Re: SIM card updating?

JaneHall — Mon, 20 Aug 2018 20:33:24 GMT

Well, I went ahead and spoke to Virgin... actually, that is Bell, in any event they took all my info and he said it would get done in 24 hours. Hopefully I'll get my phone back to Virgin... Then, I'll work on getting my wife's number properly ported to PM

Re: SIM card updating?

kav2001c — Mon, 20 Aug 2018 22:56:09 GMT

@srlawrencarrier can reverse a port (esp if port was an error)

We have no way of knowing why wrong number was ported but lots of scenarios

Re: SIM card updating?

JaneHall — Mon, 20 Aug 2018 23:04:20 GMT

Yeah, I'm not interested in attaching blame... I just want it fixed...

Re: SIM card updating?

computergeek541 — Tue, 21 Aug 2018 03:21:42 GMT

@kav2001c wrote:
@srlawrencarrier can reverse a port (esp if port was an error)

We have no way of knowing why wrong number was ported but lots of scenarios

I was thinking that they must have a way, although I do not know how they do it. I'm not sure if the carrier from whom the number was incorrectly taken from can forcibily reverse things, but I'd imagine if Public and Virgin got on the same page and talked to each other, things would likely smooth over a lot more quickly. Problem right now is the reported delays in being able to reach Public Mobile's moderators.

Re: SIM card updating?

JaneHall — Tue, 21 Aug 2018 03:58:39 GMT

Hmmmm:

"if Public and Virgin got on the same page and talked to each other, "

Doesn't seem likely...

I'm hoping Virgin will take me back, (its actually my husband's phone... he's getting a bit grumpy 🙂

THEN, I can get the PM mods to do the port the way it should have been.

sigh

Re: SIM card updating? porting problems

JaneHall — Thu, 23 Aug 2018 17:07:13 GMT

Well, one of the two problems has been resolved. My hubby's phone number has been ported back to his Virgin phone account.. Happy days!

I don't know if Virgin did this or PM? In any event that problem seems resolved.

Now, I want to port my Virgin number to the new phone on my PM account..

Do you think I should try the online process again? I'm really hesitatnt to do so in case it mixes up my hubby's phone number again. I'm really not sure if I made the original error or if PM's system did.

I think, despite the long delays, I'll ask the moderators team to port it.

What do you folks think?

Jane