topic Re: Number not porting in Get Support

Number not porting

Lmhuds — Wed, 05 Jan 2022 07:23:19 GMT

I set up a phone for my mom several days ago and she can call out but no one can call in because the port is not completed. Please help.

Re: Number not porting

krazykiwi — Fri, 02 Nov 2018 15:33:53 GMT

@Lmhuds wrote:
I set up a phone for my mom several days ago and she can call out but no one can call in because the port is not completed. Please help.

Hi and welcome to your mom.

What makes you say the number hasn't finished porting? Does text in/out and data work?

What happens when someone calls her?

Re: Number not porting

will13am — Fri, 02 Nov 2018 15:37:43 GMT

@Lmhuds, for a stuck port, you will need to contact the moderator team to have the port resubmitted. The moderator team can be reached via private message using this link. Please include in the private message account number and PIN code along with a detailed description of the issue and the required resolution. This will speed up problem resolution significantly. Refer to the following knowledge base link for additional information on contacting the moderator team.

Re: Number not porting

mimmo — Fri, 02 Nov 2018 15:39:25 GMT

does her old sim still work try using that? who was the old provider? in most cases ports should not take longer that 2-3 hours (for cellular lines) if longer than you have a stuck port. to fix you need to contact the mods. with porting account details.

How can you get help with your account, activation, or service?

Please contact the Community Moderator Team to get gelp with you account.
They are Public Mobile support employees who can help with your issue
Click here to send them a private message.

In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

If you have a Porting issue, please also include:

The number you want to port, PM sim number, old account number, old account name exacly as on bill

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

Office Hours: Mon-Fri 9am to 9pm, and Sat-Sun 9am to 7:30pm [Totonto Time] from 9am to 7:30pm [Totonto Time].
Messages are replied to during business hours and in the order they are received
Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
There is no need to send multiple messages.

Additional Useful Information:

Search PM-GUIDE (remove "-" during the search) to find some informative posts and answers to many common questions about Public Mobile

Re: Number not porting

Lmhuds — Fri, 02 Nov 2018 15:54:52 GMT

She can call out but when we call her the landline rings

Re: Number not porting

krazykiwi — Fri, 02 Nov 2018 16:23:51 GMT

@Lmhuds wrote:
She can call out but when we call her the landline rings

Landlines take longer to port. It will be probably be a 48-72 wait time right now.

To get help with your account, activation, or service? Please contact the Community Moderator Team to get help with your account.They are Public Mobile support employees who can help with your issue; "https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452"
Click here to send them a private message. 'https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
In your message please include: PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue.

Don't know your pin?Provide any 3 of the following: Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date amount.

How long until they reply? Hours: Mon-Fri 9am to 9pm, and Sat-Sun 9am to 7:30pm [Toronto Time]. Messages are replied to during business hours and in the order they are received.

Typical response time is between 1-3 hours, but can be up to 48 hours.

There is no need to send multiple messages.Some good posts/reads: Search PM GUIDE to find some great posts and answers to many common questions.

If either response to your particular request leads to the resolution of your issue , please help other community members by marking that post as the solution. Thank You

Re: Number not porting

popping — Fri, 02 Nov 2018 16:16:40 GMT

@Lmhuds wrote:
She can call out but when we call her the landline rings

Porting a landline number usually takes longer. But after waiting for a few days, it is time to send a private message to moderator for help as other had suggested.

Re: Number not porting

krazykiwi — Fri, 02 Nov 2018 16:19:00 GMT

@popping wrote:
@Lmhuds wrote:
She can call out but when we call her the landline rings
Porting a landline number usually takes longer. But after waiting for a few days, it is time to send a private message to moderator for help as other had suggested.

I agree. Apparently it can take up to 5 days for a landline number to be ported. Not sure if that is the norm or not!

Re: Number not porting

computergeek541 — Fri, 02 Nov 2018 20:41:33 GMT

@krazykiwi wrote:
@popping wrote:
@Lmhuds wrote:
She can call out but when we call her the landline rings
Porting a landline number usually takes longer. But after waiting for a few days, it is time to send a private message to moderator for help as other had suggested.
I agree. Apparently it can take up to 5 days for a landline number to be ported. Not sure if that is the norm or not!

CWTA numbrer portability guidelines say that the aim for the carriers should be to have everything completed within 2 days. I'm really not sure why the carriers seem to keep missing that timeframe guideline for landline ports, but for wireless to wireless ports, carriers do seem to meet the 2.5 hour guideline most of the time.