topic Re: NewCustomer Porting Issue in Get Support

NewCustomer Porting Issue

brbo — Wed, 05 Jan 2022 18:20:51 GMT

I bought sim week ago - did activation over 24hrs ago along with setting up account and porting old Number over - everything in system said it was successful.... I can’t send or receive calls and it has been more then enough time to transfer number from previous Bell Prepaid

Cant speak to anyone from Public as there is no contact numbers and bot not forcing a call to be generated to me to fix

How is this resolved

Re: NewCustomer Porting Issue

Jb456 — Fri, 25 Sep 2020 14:11:22 GMT

Everything is done online for support you can't call to speak to someone. Two ways to reach moderator's.

or private message

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

Re: NewCustomer Porting Issue

will13am — Fri, 25 Sep 2020 14:14:16 GMT

@brbo , customer support for account related issues including number porting is done through the moderator team. The moderator team can be reached via private message using smartforms which is initiated by clicking on the ? on the lower right corner of the webpage or try using this link. The guided process will facilitate documentation of the issue or concern and the required resolution which will be submitted to the moderator team. Refer to this announcement link for additional details on smartforms and the ticketing system for moderator team interactions. If use of smartform brings no joy, then use the following direct link to private message the moderator team. Refer to the following knowledge base article for additional information on the moderator team. Good luck and welcome to Public Mobile.

Re: NewCustomer Porting Issue

kselmak — Fri, 25 Sep 2020 14:35:09 GMT

@brbo

You should be able to call and send texts at least

Is it possible that your phone is not unlicked

Could you try your sim in different phone that is confirmed working on Telus network?

You could walk into Telus it Koodo store and ask for a loaner to test the sim

What is your status in your selfserve

Re: NewCustomer Porting Issue

Helpershelper — Fri, 25 Sep 2020 15:26:33 GMT

@brbo

I can understand your frustration with this. I was just wondering if you’ve completed the 6 steps below to complete activation. Can you also check to see if your payment method went through to prepay for your service. Also make sure you phone is unlocked; you can ask Bell to unlock your phone for you.

https://activate.publicmobile.ca/

Re: NewCustomer Porting Issue

popping — Fri, 25 Sep 2020 16:05:39 GMT

@brbo

PM does not have call centre. Support is provided by moderator on this forum.

Create a moderator support ticket for help using this link https://publicmobile.ca.ada.support/chat/
Tell SIMon what is the issue (important) - "Port Request"

While you are waiting for moderator,

1. Restart your phone may get your your phone working.

2. Read the following info on porting. Is your Bell phone number showing on the Plan and Add-Ons page? If not, wait for moderator to help you.

FYI:

Number porting is a 2 stage process:
Stage 1. After submitted your porting request, PM set up your old number on your PM account. Login to your account. Select the [Plan and Add-Ons] tab. Is your old number showing on the [Plan and Add-Ons] display?
If yes, PM has done its work to setup your old number for you to call out, send text and data.
If no, you should create a support ticket for moderator to investigate. Moderator wait time is from couple of hours to couple of days. https://publicmobile.ca.ada.support/chat/

Stage 2. Now, you are waiting for your old provider to release you number to PM. Not until your old provider release your number, all the incoming calls and texts will continue to go to your old provider. You can continue to use the old provider SIM card until it stops working which is the indication that your number was released to PM.

Re: NewCustomer Porting Issue

esjliv — Fri, 25 Sep 2020 16:10:43 GMT

Hello @brbo ,

Have you tried:

*removing your SIM for a few minutes, then reinserting it. REBOOT

*going into airplane mode for a few minutes, then back to normal mode

What happens if you put your SIM into a different phone, does the same thing happen?