topic Re: Porting did not go through in Get Support

Porting did not go through

alidusha — Wed, 05 Jan 2022 06:35:06 GMT

Hello guys!

I joined Public Mobile back in November and the message said that the porting went through fine,

however text messaging and calls don't work.

Now that I check my phone settings, it says that I have a different number, which is not the number that I ported!

I sent a support request a few months ago and also private messaged one of the moderators, but no luck.

Could you please help me resolve this! i don't want to lose the number I originally had ported!

Thanks,

Alida

Re: Porting did not go through

srlawren — Sun, 15 Jan 2017 16:41:12 GMT

@alidusha sorry to hear of this issue. To be clear, are you properly receiving calls and texts on the number you ported in?

@Saray_O can you please look into this for @alidusha? Thank you!

Re: Porting did not go through

will13am — Sun, 15 Jan 2017 16:51:42 GMT

OP, do you still have the SIM card from the old carrier? If porting failed, that service is likely still active. Depending on the type of account, you may still be billed for the service.

Re: Porting did not go through

alidusha — Sun, 15 Jan 2017 19:34:12 GMT

Hello!

No, I am not able to receive text messages and calls. And I already called my former provider to cancel the service as soon as I joined public mobile.

Re: Porting did not go through

alidusha — Sun, 15 Jan 2017 19:35:11 GMT

I would appreciate if you could help me resolve this, as I don't want to lose my good number I had w chartr. and yes, I still have the old sim card.

Re: Porting did not go through

srlawren — Sun, 15 Jan 2017 19:36:32 GMT

@alidusha ah, that's the problem. Your account needs to be active and in good standing in order for the port to complete successfully. This is almost certainly why your port has failed.

@Saray_O this has become a bit more urgent since @alidusha could lose their Chatr number in this process. Can you please try to help asap?

Re: Porting did not go through

alidusha — Sun, 15 Jan 2017 19:52:21 GMT

I called chartr and they activated my account again, so the porting can go through now with it being active.

Thank you so much for helping me out with this urgently!

Let me know if you need any info from me and I'll private message you.

Thanks again guys!

Re: Porting did not go through

computergeek541 — Sun, 15 Jan 2017 20:38:30 GMT

@alidusha wrote:
Hello!

No, I am not able to receive text messages and calls. And I already called my former provider to cancel the service as soon as I joined public mobile.

That was a mistake. You are not supposed to call your old service provider to cancel. If your phone number did not already fully transfered over to Public Mobile (which can take a few hours after you activated Public), calling your old provider to cancel would have blocked your phone number from moving over to your new provider. And since your old provider actually let you cancel, that means that the service over there was still active, meaning that your phone number transfer was not complete.

The reason for you have a new number could be beause the porting failed (because your old provider's account was closed), and Public Mobile decided to assign a new phone number to you because your old phone number was considered an invalid number to be used with Public Mobile service.

Re: Porting did not go through

computergeek541 — Sun, 15 Jan 2017 20:44:39 GMT

@alidusha wrote:
I called chartr and they activated my account again, so the porting can go through now with it being active.

When you were talking to Chatr, did you ask customer service for your Chatr account number? That piece of information will greatly assist you in the porting process.

There isn't any reason to manually cancel service from Chatr. Chatr offers exclusively prepaid service, so cancelling the service wouldn't accomplish anything (they're not going to refund you for anything you've already paid for). Removing any pre-authorized payments for your Chatr account is a good idea but I'm surprised that they even accepted the a request for immediate cancellation in the first place.

Once a phone number is fully transfered over from Chatr to Public Mobile, the Chtar account automatically gets closed.

When you say you received a message that porting went through fine, I'm assuming that it was just the message on your computer screen at activation time or inside your Public self-serve account. That message on your computer screen that is shown when you request a phone number to be ported in doesn't actually mean that the porting is done. It just means that Public Mobile has received your request. I am assuming that you never received a text message saying that hte phone number transfer was complete (the text message is the real confirmation that that porting is complete).