topic Re: Can't receive calls in Get Support

Can't receive calls

alexMC — Wed, 05 Jan 2022 16:41:37 GMT

Hi, i ported my num using the self-serve tool from PM, I have data, receive calls, but incoming calls are coming through. Also, some number (temp?) other the one i ported over shows up in the Plan area.

Can you confirm this is porting in progress? If so, how long before it is fully ported. Thanks, A

Re: Can't receive calls

RossN — Sun, 14 Jun 2020 02:28:47 GMT

@alexMC hi it sounds like a port in progress if it is more than a few hours contact the moderators 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 they can help you with your issue check the envelope top right corner for a reply response time is 2 to 48 hours I am surprised that you used the porting tool in the self serve they must have fixed it

Re: Can't receive calls

harshad — Sun, 14 Jun 2020 02:27:08 GMT

Porting can take up to three hours. If it takes more than that, please contact a Moderator. Also, in a couple of hours, please switch off and switch on your cellphone and refresh your online account with PM. Should be done. I got in the same way a couple of days ago. All the best for a smoother port-in!

Re: Can't receive calls

buang99 — Sun, 14 Jun 2020 02:28:09 GMT

If you can send text / make call you'll just have to wait for an hour or two to complete the port.

Re: Can't receive calls

gblackma — Sun, 14 Jun 2020 02:28:09 GMT

@alexMC were you trying to port your number from Koodo prepaid or PC mobile? Thanks.If a temporary cell phone number is on your plan, then the port wasn't initiated. So, you now need moderator help to port your number. Type "Port Request" and follow the prompts to get to one. Give them the name on the account, phone number to port and the old providers account number. 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.

Keep an eye on the envelope top right of your screen. The mods answer will show up there. Stay safe.

Welcome to PM .

Re: Can't receive calls

computergeek541 — Sun, 14 Jun 2020 02:49:53 GMT

@alexMC wrote:
Hi, i ported my num using the self-serve tool from PM, I have data, receive calls, but incoming calls are coming through. Also, some number (temp?) other the one i ported over shows up in the Plan area.
Can you confirm this is porting in progress? If so, how long before it is fully ported. Thanks, A

I'm confused because Public Mobile currently does not allow customers to perform number porting from within self serve. Do you mean that you opened a ticket to contact the moderators? Since your temporary numbers shows up in your account, this means that nobody has yet looked at your request.

Re: Can't receive calls

computergeek541 — Sun, 14 Jun 2020 02:53:17 GMT

@buang99 wrote:
If you can send text / make call you'll just have to wait for an hour or two to complete the port.

This isn't a matter of wiaiting an hour or two. The porting request hasn't yet been initiated. When a porting request is submitted to the old carrier, that number is immediately assigned to the customers account. The fact that a temporary number choosen during Public Mobile activation is shown means that nothing has been processed at this moment. The customer will need to wait for a moderator to respond and to actually start the process.

Re: Can't receive calls

Naepalm — Mon, 15 Jun 2020 13:32:24 GMT

@alexMC Ok, you used the self serve option, it shouldn't have let you do that....

You'll need to contact a moderator are my thoughts. Im not even sure how you were able to perform this partially.

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

Welcome to Public Mobile!

Re: Can't receive calls

Nezgar — Sun, 14 Jun 2020 16:55:06 GMT

@alexMC

Also, your old service should continue to work and you'll receive incoming calls there until the moment the port is completed. If your old provider SIM still works, the port has not occurred yet. Once your old SIM stops working, you can switch to the Public Mobile SIM.

As already mentioned, If it's been more than a few hours since the porting was requested, contact the moderators to check the progress.

Re: Can't receive calls

alexMC — Sun, 14 Jun 2020 21:58:54 GMT

Sorry, re-reading my original post, so many mistakes. So here it is as of Sunday, 2 days after the porting event:

1. incoming calls and texts are coming through the "temp?" number not the one i ported over

2. Outgoing calls, texts are via the temp number

3. tried calling my number, i get a dead signal...

4. Public Mobile shows up as the carrier on my mobile

so...is the porting in progress....

Followed someone's advised and contacted the Mod...hope i didn't lose my original number

😞

Re: Can't receive calls

RossN — Sun, 14 Jun 2020 22:02:50 GMT

@alexMC hi just make sure you do not close your old account have you received any reply from moderators ?

Re: Can't receive calls

alexMC — Sun, 14 Jun 2020 22:05:53 GMT

thx i haven't contacted my previous carrier, expecting the porting carrier to do it.

Email the Mod, but no reply, yet.

Re: Can't receive calls

RossN — Sun, 14 Jun 2020 22:08:17 GMT

@alexMC how did you contact them Simon is the fastest way

Re: Can't receive calls

alexMC — Sun, 14 Jun 2020 22:14:14 GMT

someone posted the link, Mod responded, many thnx!

Re: Can't receive calls

alexMC — Sun, 14 Jun 2020 22:14:49 GMT

Mod responded, many thnx!

Re: Can't receive calls

RossN — Sun, 14 Jun 2020 22:16:45 GMT

@alexMC wrote:
Mod responded, many thnx!

@alexMC they will get you fixed up good luck stay safe!!