topic Re: Cannot submit "Wireline Number Transfer" in Get Support

Cannot submit "Wireline Number Transfer"

ChristopheM — Wed, 05 Jan 2022 08:01:08 GMT

Hi,

I am trying to activate my SIM card and transfer a number from my current, active landline with Bell.

On the "phone number" step of the activation process, I entered my number, checked eligibility and filled the required fields (name, adress, alternate contact number, change in other services,etc.), checked the "I am authorized" box, but I get the following error message:

Your Old Service Provider rejected your transfer request. Common mistakes:

• Account Number doesn’t match Old Service Provider records
• Equipment Serial Number doesn’t match Old Service Provider records
• Security PIN doesn’t match Old Service Provider records
• Alternate Contact Number format (should be 10-digits, no spaces, no dashes)
• Did not check the “I am authorized…” checkbox

The thing is that I am never asked for an account number, serial number or security pin!

I did enter a valid contact number (I tried 2 different ones) and checked the autorization box.

I tried entering "Bell" and my Bell account password in the fields for "Reseller name (if applicable)" and "Old Account Password (if applicable)", without success.

I tried going through the process multiple times in both firefox and internet explorer browsers.

Am I missing something?

Re: Cannot submit "Wireline Number Transfer"

Alex888 — Thu, 10 Jan 2019 13:21:11 GMT

Do you still owe Bell money? Or did you cancel your plan with them? If you owe them anything or no longer have a plan with them you cannot port your number.

You can also create an account with a new number and port your old number after.

Re: Cannot submit "Wireline Number Transfer"

ChristopheM — Thu, 10 Jan 2019 13:20:07 GMT

Thanks for the info but it is not that: My service is active and account balance is 0$.

Re: Cannot submit "Wireline Number Transfer"

Tav — Thu, 10 Jan 2019 13:21:34 GMT

Try a differen't browser, incognito mode or another device if you can. I hear that helps. Good luck!

Re: Cannot submit "Wireline Number Transfer"

Alex888 — Thu, 10 Jan 2019 13:22:53 GMT

Your Bell password is likely your voicemail pin number.

Re: Cannot submit "Wireline Number Transfer"

domptg — Thu, 10 Jan 2019 13:28:24 GMT

Keep it simple. Try again with Bell account number only. You can find your account on the Bell invoice or under your login Bell website. Make sure that your Bell profile name match the name you give to PM. Good Luck!

Re: Cannot submit "Wireline Number Transfer"

ChristopheM — Thu, 10 Jan 2019 13:28:47 GMT

Good idea. I have tried firefox and explorer already, I'll try incognito mode next.

Re: Cannot submit "Wireline Number Transfer"

ChristopheM — Thu, 10 Jan 2019 13:32:36 GMT

I am never asked for an account number....

Do I enter it in the field for old account password?

Re: Cannot submit "Wireline Number Transfer"

ChristopheM — Thu, 10 Jan 2019 13:36:59 GMT

I do not have voicemail with Bell (unless I just never set it up ... I'll have to look into that).

Re: Cannot submit "Wireline Number Transfer"

Alex888 — Thu, 10 Jan 2019 13:41:34 GMT

Most mobile companies now automatically include voicemail and activate it even if you never use it. You may need to contact them for the PIN number.

Re: Cannot submit "Wireline Number Transfer"

domptg — Thu, 10 Jan 2019 13:46:12 GMT

Try again and I asure you that you have to put your Bell account number in order to get the number port done to PM.

Re: Cannot submit "Wireline Number Transfer"

will13am — Thu, 10 Jan 2019 13:59:03 GMT

@ChristopheM wrote:
Hi,
I am trying to activate my SIM card and transfer a number from my current, active landline with Bell.
On the "phone number" step of the activation process, I entered my number, checked eligibility and filled the required fields (name, adress, alternate contact number, change in other services,etc.), checked the "I am authorized" box, but I get the following error message:

Your Old Service Provider rejected your transfer request. Common mistakes:
  • Account Number doesn’t match Old Service Provider records
  • Equipment Serial Number doesn’t match Old Service Provider records
  • Security PIN doesn’t match Old Service Provider records
  • Alternate Contact Number format (should be 10-digits, no spaces, no dashes)
  • Did not check the “I am authorized…” checkbox
The thing is that I am never asked for an account number, serial number or security pin!
I did enter a valid contact number (I tried 2 different ones) and checked the autorization box.
I tried entering "Bell" and my Bell account password in the fields for "Reseller name (if applicable)" and "Old Account Password (if applicable)", without success.
I tried going through the process multiple times in both firefox and internet explorer browsers.

Am I missing something?

@ChristopheM, to verify account ownership for porting, you need to enter any one of account number, IMEI or PIN associated with the old service. You don't need to supply all 3. Some people enter all 3 as if more is better. You can do that but if there is any mismatch, the port fails. So it is best to go minimalist to reduce data entry errors. Take a look at your monthly Bell bill. There should be an account number on the bill. When entering the account number, do not include the separators such as dashes or spaces. For the name, enter the name exactly as it appears on the phone bill. Check off the authorization to port box and submit it. I have done more ports than I can count into Public Mobile and have never had a failure using this formula. Give it a shot and report back the result.

Re: Cannot submit "Wireline Number Transfer"

ChristopheM — Thu, 10 Jan 2019 15:54:51 GMT

Just to clarify, this is a landline number that I am trying to port.

I'll try again after work, but in all my previous attemps I never had any field in which I could enter account number, IMEI (My old service doesn't have one anyway), or PIN. After I verify number eligibility, I get asked about my name, adress, alternative contact number, whether I am changing adress, what to do for other services associated with this landline, reseller name(if applicable) and Old account password(if applicable).

Re: Cannot submit "Wireline Number Transfer"

domptg — Thu, 10 Jan 2019 16:32:22 GMT

@ChristopheM wrote:
Just to clarify, this is a landline number that I am trying to port.
I'll try again after work, but in all my previous attemps I never had any field in which I could enter account number, IMEI (My old service doesn't have one anyway), or PIN. After I verify number eligibility, I get asked about my name, adress, alternative contact number, whether I am changing adress, what to do for other services associated with this landline, reseller name(if applicable) and Old account password(if applicable).

Re: Cannot submit "Wireline Number Transfer"

ChristopheM — Thu, 10 Jan 2019 16:39:19 GMT

@domptg : This is a screen that I am not getting.

Nothing shows up before I enter my number and click Check Eligibility. After I do that, I get the Wireline Number Transfer page, not the Wireless Number Transfer page.

I'll post a screenshot later.

Re: Cannot submit "Wireline Number Transfer"

stonechucker — Thu, 10 Jan 2019 17:16:46 GMT

@ChristopheM, do you have DSL internet or something similar on your wireline? This may be part of the problem, as Bell will need to cancel that service, unless you set up a dry-loop service for it.

Re: Cannot submit "Wireline Number Transfer"

ChristopheM — Thu, 10 Jan 2019 19:07:17 GMT

@stonechucke, Yes I do have a DSL from a reseller on that line. I have already contacted them and will have them install their own dry-loop after my Bell service gets cancelled. They didn't seem to think that the presence of a DSL would prevent Bell from cancelling the service: they said that cancelling my Bell landline would just make my DSL stop working until a dry loop in installed.

In the Wireline Number Transfer page, I had tried the both options of not changing services on that line (since I don't have other Bell services) or cancelling services on that line (just in case). In both cases, I get the same error message as in the original post almost right away.

Re: Cannot submit "Wireline Number Transfer"

stonechucker — Thu, 10 Jan 2019 20:12:23 GMT

@ChristopheM, ah, glad you knew about the dry loop ahead of time. Just thought it might have been a problem. I've not attempted a wireline port, so I'm not familiar with the form you'll be filling out.

Re: Cannot submit "Wireline Number Transfer"

computergeek541 — Thu, 10 Jan 2019 21:45:37 GMT

When submitting a port request through Public Mobile's website and it immediately comes up with an that on-screen error message with possible reasons for failure and that the old provider rejected the request, I don't believe for a second that is accurate.

I beleive when this happens, it is purely a website/Public Mobile issue. Public Mobile just doesn't know that quickly if the old provider rejected the request. If they did, it would never take a a few hours or a few days for a port request to complete. All port requests would be complete within a few seconds (which they aren't).

Re: Cannot submit "Wireline Number Transfer"

ChristopheM — Fri, 11 Jan 2019 03:17:34 GMT

@computergeek541, I agree that it sounds more like a website problem, which is why I keep trying in different ways but so far no sucess...

topic Re: Cannot submit &quot;Wireline Number Transfer&quot; in Get Support

Cannot submit "Wireline Number Transfer"

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topic Re: Cannot submit "Wireline Number Transfer" in Get Support