topic Re: Old phone # wasn’t ported over correctly in Get Support

Old phone # wasn’t ported over correctly

Mark20 — Wed, 05 Jan 2022 20:58:21 GMT

when purchasing my SIM card at the store the worker typed in the wrong phone # from my old carrier that got ported over ....

Re: Old phone # wasn’t ported over correctly

HALIMACS — Sat, 31 Oct 2020 13:21:04 GMT

@Mark20 Try reaching out to a moderator by clicking on the bubble to the lower right of the screen and asking for moderator or human help. Or if you have confidence they can fix it, try contacting the provider at the store who did the activation for you.

Do NOT cancel your old service until the port is completed successfully or you may lose the number entirely.

Re: Old phone # wasn’t ported over correctly

darlicious — Sat, 31 Oct 2020 13:22:38 GMT

@Mark20

You must contact the moderators to fix this for you.

If you find your experience with simple simon frustrating you can send a private message to the moderators instead. Put Moderator_team in the send bar. "Port failure" in the subject bar and give a detailed message in your case you would include the following:

Full name and address on your pm account.
Email, phone # (temporary you have one) and pin#.
Phone # to be ported, full name on that account and account#.

Keep an eye on the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a message from the moderators. Responding promptly to messages will speed up service times. The average wait time is 2 to 4 hours up to 48 hours for non urgent issues. Wait times have been quicker than average the last couple of days. The majority of ports take mere minutes but can take up to 2 hours for mobile numbers. Ensure any porting protection on your old account has been removed prior to making a porting request.

Re: Old phone # wasn’t ported over correctly

esjliv — Sat, 31 Oct 2020 13:24:03 GMT

Hello @Mark20 ,

You will likely need moderators intervention here.

Follow @HALIMACS instructions to contact the moderators to correct, and as @HALIMACS mentions do not close the previous provider's account, as once your number is fully ported to Public Mobile the previous provider's account will close automatically.

FYI:

Once porting has started from another cell provider it could take a few hours to complete the port. Using the other cell provider's SIM you should be still receiving calls on it, until the port completes.

If you ported from a landline it could take up to 7 days to complete.

Re: Old phone # wasn’t ported over correctly

AE_Collector — Sat, 31 Oct 2020 14:48:30 GMT

I have a hard time imagining how just entering the wrong number ported in the wrong number. Some additional account info had to be added to substantiate that the number was yours to port in. If a typo happened the info would not match up. Unless the number that WAS ported in is also one of your numbers that was on the same account with the other provider.

Mke sure the port just isn't still in progress or stuck. If your old SIM is still working or you go to your old Voice Mail when calling your number, the port is still in the works or is stuck. Porting can take a few hours or even a few days in some cases but your new PM service will be working for outgoing calls immediately after activation.

Re: Old phone # wasn’t ported over correctly

mimmo — Sat, 31 Oct 2020 14:54:40 GMT

@AE_Collector if the wrong number was entered then the new account outgoing number will be the the one that is displayed on outgoing calls. Incoming call will not work

@Mark20 use your old sim while things are sorted out with moderators.

Yes simon can be fustraiting as mentioned but it is still the quickest and most secure way if getting help for your service. And it is the prefered way public mobile wants to receive support requests.

Re: Old phone # wasn’t ported over correctly

AE_Collector — Sat, 31 Oct 2020 15:03:14 GMT

@mimmo

Yes so the port hasn’t happened and the customer has an incorrect number on their phone just as though they had activated a new number before doing the port. The only difference is the number on the new public mobile sim likely looks “almost right” as opposed to being a completely random number.

Re: Old phone # wasn’t ported over correctly

Mark20 — Sat, 31 Oct 2020 15:04:42 GMT

thanks for reply folks .. moderator has contacted me

Re: Old phone # wasn’t ported over correctly

_PAP — Sat, 31 Oct 2020 19:23:44 GMT

If the old phone number is still active, you should be able to still port it over.

Just hit the chat button on the bottom right of the screen and type port request.

Then the mods will get in contact with you for the account information, and you will be able to port the number over to public mobile.

Good Luck!