topic Re: port number from Koodos in Get Support

port number from Koodos

ppis — Wed, 05 Jan 2022 16:39:50 GMT

My # is with koodos, so I followed the steps here to create a new number first. (https://productioncommunity.publicmobile.ca/t5/Discussions/Transferring-phone-number-from-Koodo-to-Public-Mobile/td-p/261203) Then verified the self-serve account is working.

When I tried to select the option to transfer a wireless or wireline number from another provider, it displays the error message right away without giving me a chance to enter another information.

"Unfortunately, this action cannot be performed. To transfer your number from another provider, please reach out to a moderator through our chat bot. To complete your port-in request, please open our chatbot via this link bit.ly/2GF1pHW and type in “port request”. This will put you in touch with our moderator team."

When I tried the chat and get to the step to create a ticket in the community. It just wouldn't log me in. I tried to login community separately (with community name and password) and it worked, so my user community credential seems to be fine.

Also the activation process returned with error but it seems that only the step 1 to activate the SIM card worked (ie, no account created, no refer code entered during activation, no auto payment info, etc).

Now think back of what I did wrong, I wonder if:

(1) when trigger the activation, the phone with the new PC SIM has to be powered on. Otherwise will cause issue with activation process

(2) the option to create a new line is ONLY feasible for Koodos with PREPAID plan, I am on Koodos on a monthly plan. I probably should just select the option to port number during activation?

Let me know what we can do to port over my koodos number AND re-add refer code for my activation please.

Re: port number from Koodos

RossN — Fri, 12 Jun 2020 00:59:54 GMT

@ppis click on the? Bottom right hand corner Ask Simon to speak to a human this will help create a ticket to speak to a moderator type port request they can help you with your issue

Re: port number from Koodos

ppis — Fri, 12 Jun 2020 01:04:04 GMT

Thanks! That was quick response.

I tried the option to contact the moderate and got to the point to submit a ticket. However even though I am already signed in the community, it still prompted to enter my community account to complete the ticket. When I entered my community account credential, it kept prompting the error "Error logging in", so I cannot complete the step to create the ticket.

Re: port number from Koodos

gpixel — Fri, 12 Jun 2020 01:06:25 GMT

@ppis try and use your browser in incognito/private mode choose a new number when creating an account then message Moderators to finish the port. don't cancel your koodo account, it will automatically cancel after the port is complete

also try using your browser in incognito/private mode when creating a ticket

direct private message:

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

Re: port number from Koodos

ppis — Fri, 12 Jun 2020 01:15:07 GMT

Thanks.

Tried in private browsing mode still prompt me to sign in community account before creating the ticket.

Then tried to create a new community account at the popup. After activate the account, tried to login, same error.

I followed the link to send request directly to Mod team.

Re: port number from Koodos

gblackma — Fri, 12 Jun 2020 01:24:50 GMT

@ppis you have to reenter your comumity account sign in to continue, You can also use this private message link type " Port Request " in the subject message field

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

Welcome to PM. Stay safe.

Re: port number from Koodos

Luddite — Fri, 12 Jun 2020 01:34:07 GMT

@ppis This is your Community username; not ppis2020.

Re: port number from Koodos

ppis — Fri, 12 Jun 2020 01:36:36 GMT

Yeah ppis is the one. But it didn't work, so I followed previous suggestion tried with a new one ppis2020, still the same error.

Re: port number from Koodos

Luddite — Fri, 12 Jun 2020 01:42:10 GMT

@ppis Check your private messages to confirm a ticket, or message, was sent. All communication with moderators is by private messaging.
If you have trouble navigating private messaging read this: https://productioncommunity.publicmobile.ca/t5/Getting-Started/Private-Messages-viewing-and-creating/m-p/56161#M9215

Re: port number from Koodos

Naepalm — Fri, 12 Jun 2020 01:42:11 GMT

@ppis Direct message the moderators they will ask you to confirm via your PIN or your name address etc.

The referal code would have been entered on the first page of activation just below the SIM number and your name and address. But if you missed that part you can ask the moderaotrs to applly a referal code for you. If you dont have one ask someone in the community to provide one or private message anyone and request a code.

Here is the link, I think it was already provided to you though.

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

Re: port number from Koodos

ppis — Fri, 12 Jun 2020 01:58:23 GMT

Thanks. A moderator has contacted me for assistance. At the authentication, it won't take my PC account neither (again I tried to login my PC account on a separate browser session and ir worked) I am using private browsing sessions. Instead I passed the authentication using the Text msg.

It seems that the login authentication with the embedded section in the chat links are not using the same source as the regular account & community login page.

Re: port number from Koodos

ppis — Fri, 12 Jun 2020 02:32:45 GMT

Solution: Moderator Gerardo was able to port over my number from Koodos successfully.

Thanks everyone for your time and suggestions to troubleshoot along with me!

Re: port number from Koodos

computergeek541 — Fri, 12 Jun 2020 04:16:18 GMT

@ppis The idea of a awarding a solution is to recognize those who have helped you. As such, I have changed the solution.

Re: port number from Koodos

leavitty — Mon, 31 Aug 2020 23:08:26 GMT

Can I get the same help? My wife's phone and my daughter's phone both were supposed to have been ported over from Koodo, and neither have been successful. I spent an hour at the Koodo store at the mall trying to get this done, with people on the phone, and still hasn't happened.

Re: port number from Koodos

gblackma — Mon, 31 Aug 2020 23:12:32 GMT

@leavitty if you ported and they are from another cell provider and its been longer than 3 hours they are probably stuck. Contact the moderators and ask them to fix them for you. There are 2 ways to contact the Moderator Team:

Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen. The mods answer will show up there. When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.