topic Problems connecting new service in Get Support

Problems connecting new service

JEA00 — Wed, 05 Jan 2022 17:24:45 GMT

I’m a new customer. Ported number and got plan set up. Put sim in phone and discovered that there was a carrier lock in place. I have since contacted Rogers, the original carrier - they have confirmed the lock removable and have advised that the port request needs to be resubmitted.
can you advise on how I get this process started? Thanks

Re: Problems connecting new service

gblackma — Thu, 06 Aug 2020 00:54:04 GMT

@JEA00 Type " Port Request " and follow the prompts to get to a moderator. Give them the name on the account, number to port and the Rogers 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.

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. Welcome to PM.

Re: Problems connecting new service

computergeek541 — Thu, 06 Aug 2020 01:12:46 GMT

@JEA00 wrote:
I’m a new customer. Ported number and got plan set up. Put sim in phone and discovered that there was a carrier lock in place. I have since contacted Rogers, the original carrier - they have confirmed the lock removable and have advised that the port request needs to be resubmitted.
can you advise on how I get this process started? Thanks

Phone being locked to Rogers has nothing to do with phone number porting, unless they're talking about some type of port out protection on their end. It's possible that the person at Rogers did see a previous failed request, but that's not because the phone wasn't unlocked.

The reason that I think that hte phone itself was locked to Rogers is because even with a failed port, your Public Mobile sim card would still work in a compatible (and unlocked) device.

Please folllow the ticketing procedure provided above by gblackma.

Re: Problems connecting new service

JEA00 — Thu, 06 Aug 2020 01:59:55 GMT

Thank you