topic Re: Need help in Get Support

New customer

Jtucker114 — Wed, 05 Jan 2022 10:30:44 GMT

I activated my phone about 18 hours ago and I ported my old number and I can only call out. I can’t receive calls or send and receive text messages. I checked my APN settings and there right. I need help!

Re: New customer

RossN — Sat, 22 Jun 2019 12:47:59 GMT

hi you may have to be patient with an overnight port it may take awhile you can still use your old sim in the meantime

Re: New customer

Dunkman — Sat, 22 Jun 2019 12:47:32 GMT

@Jtucker114

If you are porting from mobile line, it should have been completed by now. If you ported a landline or VOIP line, it can take several days.

You should contact moderator to help complete port. Expect 1-2 day wait times

Send a private message to moderator through the following link :

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

In the meantime, your old carrier SIM card might still be working so you can use.

Re: New customer

computergeek541 — Sat, 22 Jun 2019 12:49:38 GMT

@Jtucker114 wrote:
I activated my phone about 18 hours ago and I ported my old number and I can only call out. I can’t receive calls or send and receive text messages. I checked my APN settings and there right. I need help!

APN settings do not control phone calls.

If you're transfering the number from another wireless carrier, the transfer has failed.

Gather your account number for the old carrier and provide that privately to Moderator_Team using this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: New customer

LovesToPM — Sat, 22 Jun 2019 13:25:07 GMT

@Jtucker114

Your old provider account needs to be active for the port to work.

If you are porting from Koodo prepaid, Public Mobile Moderator needs to assist. They share the same backend as Public Mobile, so we cannot port it ourselves via Self Serve.

When requesting port, please provide the phone number, account number and your name registered with the old provider account.

Re: New customer

Jtucker114 — Sat, 22 Jun 2019 14:20:23 GMT

Thanks for the help!

Need help

Jtucker114 — Sat, 22 Jun 2019 16:19:01 GMT

I switched to public but my number hasn’t been ported yet. I put my old sim back in but I was wondering how they can try to port it again

Re: Need help

RossN — Sat, 22 Jun 2019 16:21:31 GMT

when did you switch it can take a few hour for port to complete who was it with?

Re: Need help

Lieux — Sat, 22 Jun 2019 16:21:41 GMT

@Jtucker114 wrote:
I switched to public but my number hasn’t been ported yet. I put my old sim back in but I was wondering how they can try to port it again

How long did you prot your number? If it's more than 5 hours you will need help from the moderator here..https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 give them details of your problem. Waiting time is few hours to 2 days but they work 7/7 days. KEEP your old plan active during the port. You will receive a text from public mobile to let you know when it's complete.

Re: Need help

hycm53 — Sat, 22 Jun 2019 16:34:30 GMT

@Jtucker114 wrote:
I switched to public but my number hasn’t been ported yet. I put my old sim back in but I was wondering how they can try to port it again

Did you port your number? If you did, sometimes PM need couple of hours to finish porting. If you didn't port yet, then you can port your phone numbe in your self service account.

Re: Need help

Jtucker114 — Sat, 22 Jun 2019 16:37:35 GMT

My old plan was already canceled when I made the switch but I got it reactivated so I could port my number. I picked a new number with public then I tried to port my old one again and it won’t let me

Re: Need help

RossN — Sat, 22 Jun 2019 16:41:41 GMT

@Jtucker114 oh I see it sounds like your old number is gone did they tell you your old number was still avaliable?

Re: Need help

Lieux — Sat, 22 Jun 2019 16:39:28 GMT

@Jtucker114 wrote:
My old plan was already canceled when I made the switch but I got it reactivated so I could port my number. I picked a new number with public then I tried to port my old one again and it won’t let me

If your old company is Koodo prepaid you will need help from the moderator..here...https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 and give them details of your problem. waiting time is few hours to 2 days but they work 7/7 days.

If not....

Re: Need help

Jtucker114 — Sat, 22 Jun 2019 16:39:43 GMT

I tried to but then I just picked a new number and then I tried to port my old one but it won’t let me

Re: Need help

Triguy — Sat, 22 Jun 2019 16:39:56 GMT

Here is info about porting. If you need assistance then contact a moderator.

https://www.publicmobile.ca/en/bc/get-help/articles/choose-your-phone-number

Re: Need help

Jtucker114 — Sat, 22 Jun 2019 16:42:49 GMT

Yup my old number is still available. I got the old account reactivated and I put the old sim in and it worked on my old number

Re: Need help

Lieux — Sat, 22 Jun 2019 16:43:51 GMT

@Jtucker114 wrote:
Yup my old number is still available. I got the old account reactivated and I put the old sim in and it worked on my old number

Reach the moderator for more help with the link above. They can help you with that.

Re: Need help

RossN — Sat, 22 Jun 2019 16:44:54 GMT

ok well I would follow the advice of @Lieux

Re: Need help

Jtucker114 — Sat, 22 Jun 2019 16:46:17 GMT

Thanks! I messaged them so I’m just waiting to hear back

Re: Need help

Lieux — Sat, 22 Jun 2019 16:47:18 GMT

@Jtucker114 wrote:
Thanks! I messaged them so I’m just waiting to hear back

Just in case ...did you try to change your number with a different browser or on incognito mode?