topic Re: Stuck in incomplete port for over a week now! in Get Support

Stuck in incomplete port for over a week now!

lukecraig — Wed, 05 Jan 2022 05:49:02 GMT

I ported from Rogers over a week ago and am stuck in the dreaded "incomplete port" status, where I esentially have serivce on both my Rogers and Public Mobile (minus being able to receive calls). I have emailed @Shazia_K and @Mary_M however there has been no response from them. I have patiently waited and havent caused a fuss but need the port to be finalized as I am paying for two services (which defeats the point of switching for a cheaper plan) it is now costing my double!

A bit frustrating as I am having to carry around 2 phones, hoping this can be fixed, thank you!

Re: Stuck in incomplete port for over a week now!

vento1 — Tue, 22 Nov 2016 15:50:50 GMT

Hi @lukecraig,

You've done everything you can do and just have to wait until the moderators catch up with their huge workload. Hopefully it isn't too much longer for you.

I can understand your frustrations of having to pay for 2 services, but I believe PM can adjust your account start date to the day it is finally ported.

Rogers will prorate and close your account to the day PM finalizes the port.

Hope this helps.

Re: Stuck in incomplete port for over a week now!

Rockdaddy22 — Tue, 22 Nov 2016 15:52:21 GMT

Pm will adjust the account, you won't be paying for both. Just keep using the Rogers sim for now.

Re: Stuck in incomplete port for over a week now!

lukecraig — Tue, 22 Nov 2016 15:58:24 GMT

Thanks for the response! Hoping its resolved soon but I'll use Rogers sim for now and hope they adjust my account from start date.

Re: Stuck in incomplete port for over a week now!

Rockdaddy22 — Tue, 22 Nov 2016 16:09:33 GMT

They will, or they'll give you a credit. Please don't stress about this.

Re: Stuck in incomplete port for over a week now!

renof — Tue, 22 Nov 2016 16:53:47 GMT

Try this

http://productioncommunity.publicmobile.ca/t5/Discussions/How-I-fixed-porting-my-mobile-number-and-profile-account/m-p/106237

Re: Stuck in incomplete port for over a week now!

lukecraig — Tue, 22 Nov 2016 17:49:21 GMT

Unfortunately it gives me the error "The phone number entered is invalid or you may have created your profile already." looks like Im going to have to put for PM to get things straightened out, 2 phones for me in the meantime 😞

Re: Stuck in incomplete port for over a week now!

renof — Tue, 22 Nov 2016 18:07:14 GMT

Am I correct to say that you can actually log into your PM account and you see they have charged you, and you can see the new PM number.

When you log into PM with your email address, on the right click on Change Number under My Profile.

Select Transfer and when you put in your Rogers number, do you get an error message or does it continue onto filling in the fields.

Have you asked Rogers if in their system it shows number has been ported?

Re: Stuck in incomplete port for over a week now!

lukecraig — Tue, 22 Nov 2016 18:38:38 GMT

Yes when I log in PM it show me my account balance, my plan, phone number (which is the same as Rogers as I ported it).

When I login to do number change it gives me error "We are experiencing difficulties in processing this request. Please contact Public Mobile for additional assistance."

Would be nice to contact them for assistance but they have been very unresponsive besides the nice people in the forum here. I wish @Mary_M and @Shazia_K would help by responding this is crazy.

I called Rogers and they said my account is active and they have no idea I am trying to port to conact PM but obviously that is not working 😞

Re: Stuck in incomplete port for over a week now!

lukecraig — Tue, 22 Nov 2016 20:09:48 GMT

I am wondering, if I go into account and select a new number, then I try the port again would that work? Or would that only complicate things even more? This has been such a pain in the butt I wish I never signed up with PM 😞

Re: Stuck in incomplete port for over a week now!

Rockdaddy22 — Wed, 23 Nov 2016 01:09:35 GMT

Make sure you click the authorized user box BEFORE you click anything else. Just use account number not pin or imei

Re: Stuck in incomplete port for over a week now!

lukecraig — Wed, 23 Nov 2016 14:12:30 GMT

Im just going to wait I think, hopefully @Mary_M and @Shazia_K can contact me to get this resolved soon. Filed a tech request, rated the company as poorly as possible on the survey, been blasting them tweets and nothing. This is honestly the biggest joke! I feel like a drug dealer having to carry around 2 phones, so embarassing! Next course of action will be the CRTC and lawyers, this is unacceptable. Not even a reply from anyone in the company in over a week and a half! How hard is it to port a number when I did everything correct on my end. Please please help here I beg you!

Re: Stuck in incomplete port for over a week now!

Rockdaddy22 — Wed, 23 Nov 2016 14:23:26 GMT

A lawyer for what? CRTC isn't even the right place to complain. @Shazia_K or @Mary_M IF one of you have time today, could you please take a look at this case. He's been waiting an awfully long time, thank you.

Re: Stuck in incomplete port for over a week now!

Rockdaddy22 — Wed, 23 Nov 2016 14:24:56 GMT

Just have your info ready if a mod asks for it today.
Rogers account number
Phone number you're trying to port
Sim number
Full name

Re: Stuck in incomplete port for over a week now!

Shazia_K — Wed, 23 Nov 2016 14:27:58 GMT

Good morning @lukecraig,

I'm really sorry for the long wait,

Can you please send me a private message with all the requested info as per @Rockdaddy22's last post here?

Awaiting for your response.

Shazia

Re: Stuck in incomplete port for over a week now!

lukecraig — Wed, 23 Nov 2016 14:30:10 GMT

Sorry Im just frustrated with the lack of response, I know everyone is overwhelmed but telus should put more hands on deck with a promo like this besides two people. Can someone please help @Shazia_K @Mary_M I have just messaged you all my details again a few minutes ago, please please help!

Re: Stuck in incomplete port for over a week now!

Rockdaddy22 — Wed, 23 Nov 2016 14:31:47 GMT

Your dealing with the best here, just do what she says and she'll fix you up.

Dave has acknowledged the issues

http://productioncommunity.publicmobile.ca/t5/Announcements/Moving-forward-together/m-p/105074#M7153

Re: Stuck in incomplete port for over a week now!

lukecraig — Wed, 23 Nov 2016 14:33:45 GMT

I just sent you a message in private @Shazia_K

Re: Stuck in incomplete port for over a week now!

Rockdaddy22 — Wed, 23 Nov 2016 14:35:30 GMT

Did you include all the info? If so, she should be able to fix you up real quick. Trust when I say, that we're all extremely sorry for your long wait. You're definitely not alone, not that it helps.

Re: Stuck in incomplete port for over a week now!

Shazia_K — Wed, 23 Nov 2016 14:37:32 GMT

@lukecraig,

The port had failed due to the wrong IMEI # provided, I just resubmitted the request with the Rogers account #.

The port has been requested, please allow at least 30 minutes to 2 hours for the port to complete. You will receive a text message saying that the port has completed and then simply reboot your phone 🙂

Thanks,

Shazia