topic Re: My number has not ported in Get Support

My number has not ported

joelmine — Wed, 05 Jan 2022 09:54:05 GMT

I have taken a new account with Public Mobile and a plan with a temporary number. I came home and went to self serve to port my number over. I entered my details and after about 15 mins i lost my connection with Vergin which was where my number was and it does not seem to be ported over to Public Mobile. When i try to call the number it says this number is not setup for incoming calls. I also have noticed that the 4G data icon on top keeps coming on and then going off multiple times. I cannot make any outgoing calls either. Its been more than an hour now and its like this. I have ported 2 other numbers for my wife and friend this morning and they all got ported fine almost instantly. Please let me know what is going on with my number and why its not porting over. I need this number urgently and it needs to work before tomorrow. Please let me know what I should do or let me know if i can contact Public Mobile in any way. @CS_Agent

Re: My number has not ported

will13am — Sun, 10 Jun 2018 22:08:43 GMT

@joelmine, have you rebooted the phone that contains the Public Mobile SIM card? If you have not please do so. If that does not resolve the porting issue, there is a chance that the port could be stuck in which case you will need to reach out to the moderator team to resubmit the port. The moderator team can be reached via private message using this link. Refer to the following knowledge base link for information on contacting the moderator team. Good luck and welcome to Public Mobile.

Re: My number has not ported

MacMe — Sun, 10 Jun 2018 22:10:41 GMT

I had a similar issue when I ported my number.

I rebooted my phone and manually chose Public Mobile as my Network Operator in my phone's settings.

Re: My number has not ported

joelmine — Sun, 10 Jun 2018 22:10:46 GMT

HI, I have restarted it multiple times and also removed the SIM card and put it back again. I sent a private message to the moderator. THanks.

Re: My number has not ported

joelmine — Sun, 10 Jun 2018 22:13:41 GMT

@MacMe wrote:
I had a similar issue when I ported my number.

I rebooted my phone and manually chose Public Mobile as my Network Operator in my phone's settings.

Tried that. It still does the same thing. I am really worried now since I cannot afford to lose this number and Public Mobile has no call center.

Re: My number has not ported

MacMe — Sun, 10 Jun 2018 22:19:46 GMT

Can you send or receive text messages?

Re: My number has not ported

joelmine — Sun, 10 Jun 2018 22:23:41 GMT

@MacMe wrote:
Can you send or receive text messages?

No I cant.

Re: My number has not ported

ricksanchez — Sun, 10 Jun 2018 22:30:39 GMT

Probably porting failed, that's what just happened to me and I can't received calls or texts

Re: My number has not ported

joelmine — Sun, 10 Jun 2018 22:32:46 GMT

@ricksanchez wrote:
Probably porting failed, that's what just happened to me and I can't received calls or texts

So what do we do ? This is frustrating. No one can call or text me right now. And tomorrow is the start of the week. I need my number before i start work tomorrow or ill have major issues.

Re: My number has not ported

meocon — Sun, 10 Jun 2018 23:57:19 GMT

@joelmine you should send a private message to the moderator team and ask them to fix that problem asap. include your account# or phone#, as well as your account PIN (if know) to help speed up the identification process.

Click here to send the moderator team a private message.

You can find information regarding the moderator team by following this link.

How long until a moderator replies?:

Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
Messages are replied to during office hours, in the order in which 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.

How can I view my private messages between myself and a Community Moderator?

How to view and reply to your private messages

Re: My number has not ported

joelmine — Mon, 11 Jun 2018 00:11:42 GMT

I sent a private message to the moderators about 2 hours ago. I still have not got any reply. Why are they taking so long ? Itsn ot over 3 hours since my phone is down. And I am desperate as I am missing important calls. And the moderators dont really care. Sunday they work till 7:30 but i sent the message at 5 and no reply till now at 8PM.

Re: My number has not ported

Luddite — Mon, 11 Jun 2018 01:47:58 GMT

@joelmine It's a tough situation, but usually the phone number is not lost during this type of delay.

It's not much solice but if you need to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.

Re: My number has not ported

joelmine — Mon, 11 Jun 2018 13:10:50 GMT

No one seems to be replying to my messages. My number is still not ported. THis is crap .. The government should not allow such companies to come in and cheat people. I have lost many calls this morning as I work in a support group and its damaging my business. @CS_Agent

Re: My number has not ported

joelmine — Mon, 11 Jun 2018 13:37:03 GMT

Hey guys .. .I have sent a message yesterday at 5 to the moderator team and sent one more this morning. .. and no reply till now. Why is it taking so long ?? I am loosing important calls. This is really bad .. I have ported my number so many times before and never had an issue. This is the first time I have had an issue and PM does not bother to even get back. We need to get this company out. I feel cheated by Telus and Public mobile. Is there any place I could go to ?? Any store ?? When i search on google maps all the public mobile stores show as permanenetly closed. How do i get in touch with public mobile right now ?? If any of you have a number please please please give it to me. THIS IS VERY URGENT. @CS_Agent @will13am @Luddite @mimmo @meocon

Re: My number has not ported

Anonymous — Mon, 11 Jun 2018 13:39:05 GMT

Hi @joelmine, sorry to hear about your difficulties with your service. The only way to get support for Public Mobile is through this community and private messages with the moderator. Keep in mind that the moderators only started at 9AM (Est). There are no retail / store locations.

Re: My number has not ported

mimmo — Mon, 11 Jun 2018 13:44:45 GMT

@joelmine try popping inyour old sim card. You probably contacted the mods after hours. Your request is processed in order receivved. Did you send mods your correct porting info? See below.

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 (More details).
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: My number has not ported

Rockdaddy22 — Mon, 11 Jun 2018 13:46:11 GMT

Please keep us updated on this situation.

Re: My number has not ported

joelmine — Mon, 11 Jun 2018 14:00:21 GMT

@mimmo wrote:
@joelmine try popping inyour old sim card. You probably contacted the mods after hours. Your request is processed in order receivved. Did you send mods your correct porting info? See below.

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 (More details).
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

HI Mimmo, My old SIM card stopped working at around 5 last evening 15 mins after I gave the port request. And the new PM SIM card too does not work since then. The PM SIM card was working with a temporary number and then it stopped working around 15 mins after I gave the port request. I have sent a message in private to the mod team but have not got any reply till now. Its just frustrating. I sent my request in at around 5:30 .. they work till 7:30 on SUnday but they did not respond. And even this morning nothing from them.

Re: My number has not ported

mimmo — Mon, 11 Jun 2018 14:11:15 GMT

It's strange that both the old sim and new sim both don't work. Unfortunately it's just a waiting game now. As mentioned mods work on first in first out basis.

There is really nothing else that can be done in the community as it is account related.

Re: My number has not ported

joelmine — Mon, 11 Jun 2018 14:46:45 GMT

Whats weird is that the moderators have been replying to messages that are not even important in the community forum. People have sent messages after me and got replies for stuff that is not even important and can wait. And I have not got any reply to my private message or the message here. This is really strange and not professional at all. @CS_Agent