topic Re: Transfering from Virgin in Get Support

Transfering from Virgin

Autumn — Wed, 05 Jan 2022 10:02:27 GMT

Hello,

I just help my friend sign up for PM and she was from Virgin. I have completed signing her up with a PM account (porting/transfering her existing Virgin number over to PM and of course using a PM sim card). Her PM account is active. When inserting the PM sim card into an unlocked phone, she can make call out but cannot receive calls, it automatically sends to voicemail each time someone call her. When inserting her Virgin sim card, her account is still active and she can still get calls. What is happening does anyone know?

Re: Transfering from Virgin

mimmo — Wed, 04 Jul 2018 12:21:34 GMT

You have an incomplete port. How long has it been. Ports can take up to 2 hours. If after 2 hours you still have the issue then contact mods to resubmit the port.

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: Transfering from Virgin

CS_Agent — Wed, 04 Jul 2018 14:04:46 GMT

Hey @Autumn, I just sent you a private message. Please get back to me with the requested information so we can sort this out :).

Cheers,

Aïssata

Re: Transfering from Virgin

passiveegg — Wed, 04 Jul 2018 16:18:31 GMT

As what the other community member has stated, it means the port in has not be successful. Sometimes Virgin may stop it because of a payment which is needed and you may have to pay that before the port in is done. Hopefully this is of help and your friend gets their service.

Re: Transfering from Virgin

Autumn — Wed, 04 Jul 2018 16:43:38 GMT

Port has been completed because she is able to make calls and receive calls but there is no data available at this point. She got the $40 plan with 4.5G data. How long should the data service kick in? I thought right away?

Re: Transfering from Virgin

youbme — Wed, 04 Jul 2018 16:51:59 GMT

Glad to hear calls are now working. Data should be working too, it could be an issue with her phone. Have you tried resetting APN settings and restarting the phone? What type of phone does she have?

Here is information about APN settings:

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Setting-up-Data-APN-on-your-phone/ta-p/205906

Re: Transfering from Virgin

stewart1 — Sun, 16 Dec 2018 22:53:00 GMT

I have had same problem I had to chane my number . All is working again Problem fixed.