topic Re: Problems with porting number in Get Support

Problems with porting number

alula008 — Wed, 05 Jan 2022 12:33:55 GMT

Hi - I'm trying to port my number and it seems to have partially worked....I'm getting some text messages but no phone calls. It's been about 16 hours since I started the process. I received a text saying to complete my activation, I need to go to publicmobile.ca, click Contact Us and complete the SIM & Activation Form. I can't find the "Contact Us" button. I tried going to the activation page, which I had already filled out when originally setting up, but that didn't work, I think because all my information had already been set up and I couldn't re-use the same info. To add to the frustration, I tried to submit a ticket for help and it won't let me submit a ticket either - I fill out the whole form but the Submit button stays greyed out. I tried it on 2 different browsers and a different device.

Grateful for any advice!

Re: Problems with porting number

Triguy — Mon, 14 Oct 2019 15:41:40 GMT

Moderator can be reached at

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

Re: Problems with porting number

Dunkman — Mon, 14 Oct 2019 15:42:22 GMT

@alula008

It looks like that you will need to contact moderator. Your port is stuck. If you are having difficulties with ticketing process, you can directly private message moderator.

Send a private message to moderator through the following link :

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

Re: Problems with porting number

kav2001c — Mon, 14 Oct 2019 15:46:52 GMT

The above posts are old and out of date

You should be using the Simon chat bot (question mark bottom right corner) to open a support ticket for port issues and validate your account

(To the first in posters, macros only work if you keep them up to date)

Re: Problems with porting number

geopublic — Mon, 14 Oct 2019 15:48:32 GMT

@alula008 That text you received means that there is an issue with you port and PM will need additional info to complete the port.

You need to submit a ticket to PM and include your previous provider account number, name on the account and number.

Re: Problems with porting number

alula008 — Mon, 14 Oct 2019 15:54:38 GMT

@kav2001c wrote:
The above posts are old and out of date
You should be using the Simon chat bot (question mark bottom right corner) to open a support ticket for port issues and validate your account

(To the first in posters, macros only work if you keep them up to date)

I tried submitting a ticket via Simon, but that's not working either - the Submit button stays greyed out. I tried on 2 different browsers and a different device.

Re: Problems with porting number

geopublic — Mon, 14 Oct 2019 15:59:20 GMT

@alula008 You need to click on the Click me! link to submit the ticket.

Re: Problems with porting number

Dunkman — Mon, 14 Oct 2019 16:01:02 GMT

@alula008

You can still private message moderator directly if the ticketing process does not work. It might take a bit longer since the moderator has to confirm your identity/account. Ticketing process is a bit quicker.

Re: Problems with porting number

alula008 — Mon, 14 Oct 2019 16:07:00 GMT

@geopublic wrote:
@alula008 You need to click on the Click me! link to submit the ticket.

Thanks, but I have tried that. I went through the whole process with Simon, clicking to submit a ticket, filling out the whole ticket form including info to verify my identity but it won't let me click the final Submit button.

Re: Problems with porting number

alula008 — Mon, 14 Oct 2019 16:07:56 GMT

@Dunkman wrote:
@alula008
You can still private message moderator directly if the ticketing process does not work. It might take a bit longer since the moderator has to confirm your identity/account. Ticketing process is a bit quicker.

Thank-you - I have tried submitting a message using the link you posted above. Hopefully it work!

Re: Problems with porting number

Dunkman — Mon, 14 Oct 2019 16:14:31 GMT

@alula008

It will work, but it might take a bit longer. Moderator usually take 1-2 days to respond.

You might want to try to put your old carrier SIM card in your phone for now. It might still be working.

Re: Problems with porting number

computergeek541 — Mon, 14 Oct 2019 18:45:22 GMT

@Dunkman wrote:
@alula008
You can still private message moderator directly if the ticketing process does not work. It might take a bit longer since the moderator has to confirm your identity/account. Ticketing process is a bit quicker.

I would say only to do this if the SIMon way isn't working. It's not just the verificatiom process that causes a delay, but that tickets submited through SIMon are given a higher priority.