topic Re: Help with SMS Incoming in Get Support

Help with SMS Incoming

KylaW — Thu, 06 Jan 2022 07:13:33 GMT

I started my new activation and plan yesterday, and ported my number from another company over. Everything seems to be working except for incoming text messages. How can I fix this?

Re: Help with SMS Incoming

BlueB — Wed, 02 Jun 2021 15:36:24 GMT

Welcome to Public Mobile @KylaW! 🙂

Have you confirmed the porting request on your old provider? That's required first, and may take 2-3 hours before things get setup. Porting your number involves a lot of stuff to happen in the background so some things will work sooner than others.

To add... you can also plug in your old SIM card and check whether you still have old service running. Upon a successful port, your old service+account will get cancelled. So, if it still works, porting isn't complete yet.

Re: Help with SMS Incoming

softech — Wed, 02 Jun 2021 15:38:26 GMT

@KylaW just want to confirm. Incoming calls working without issue? If incoming calls works your porting is completed!!

Can your friend send SMS to you now?

For incoming SMS, some providers will take longer to learn that you have a new "home" for your number. VoIP providers such as Fongo can take up to 2 or 3 days to deliver SMS to your number PM SIM

Also, if you are waiting for text from Financial institutions or other 2FA text, it can take couple days, too. They purposely have the delay for security reason

Re: Help with SMS Incoming

BlueB — Wed, 02 Jun 2021 15:39:15 GMT

Wow, I didn't know Fongo/etc could have SMS messages delayed so much, @softech! Thanks for the insight! I don't know anybody who uses Fongo (especially for SMS messaging) so this is good to know. I've had different experiences with Financial Institutions/2FA/MFA OTPs - those usually arrive right away... (except OTPs from the Government, those were always hit and miss for me!) 🙂

Re: Help with SMS Incoming

KylaW — Wed, 02 Jun 2021 15:41:27 GMT

I was with freedom before. I am not getting SMS incoming or calls incoming. I am waiting to speak with freedom to make sure they have released the number to me.

Re: Help with SMS Incoming

softech — Wed, 02 Jun 2021 15:42:23 GMT

yes for Fongo. In fact for Fongo, even incoming calls take days to learn the new home.

Last time, I helped a friend to port, I keep calling from Fongo and didn't go through, i thought the porting failed.. until another friend called from Rogers to confirm the porting completed. LoL

ended up a good 48 hours for my Fongo to call my friend

Re: Help with SMS Incoming

softech — Wed, 02 Jun 2021 15:45:11 GMT

@KylaW if incoming calls not working, too, then it is porting not completed

did you receive a text from Freedom and did you reply Yes? You need to reply to that SMS within 90 minutes to complete the porting

I will private message you a phone number to call PM and they can give you the porting status or re-trigger the text if you missed it.

Re: Help with SMS Incoming

BlueB — Wed, 02 Jun 2021 15:49:45 GMT

@KylaW - Hopefully Freedom can update you on the status of your account. Porting is more of a "pull" process from the new provider (rather than pushing it from the old one), so it will be more on Public Mobile's side of things to complete this. The Telus porting team can help if the process got stuck (since they own Public Mobile!).

If you missed replying to that text to confirm your port within 90 minutes of it being sent (not received, and may be YES, or 1, or whatever else it tells you), it expires. You can reply anyway and it may re-trigger another request to you that can be easily completed. If not, the Telus Porting Team can always help! 🙂

Re: Help with SMS Incoming

KylaW — Wed, 02 Jun 2021 15:49:49 GMT

Thank you so much !

Re: Help with SMS Incoming

BlueB — Wed, 02 Jun 2021 15:51:25 GMT

We're always happy to help! 🙂

After everything gets completed... let us know what fixed it for you - we're always learning too. You can also mark which one was the solution afterwards to close this out.

Re: Help with SMS Incoming

KylaW — Wed, 02 Jun 2021 16:05:00 GMT

I did try calling the port number was on hold for 15 mins and it hung up on me lol

Re: Help with SMS Incoming

softech — Wed, 02 Jun 2021 16:06:33 GMT

I guess you have no choice but to keep calling. If it is a porting issue. Calling the number is the quickest way to resolve the issue.

let us know any update..

Re: Help with SMS Incoming

BlueB — Wed, 02 Jun 2021 16:23:35 GMT

@KylaW

Have you plugged in your old SIM card from Freedom? If you power it up and wait atleast 5 minutes or so, you can see if an expired porting request comes through. If so, you can reply (again) and sometimes that helps re-initiate the porting process.

Sorry to hear about calling + getting disconnected!

Re: Help with SMS Incoming

KylaW — Wed, 02 Jun 2021 18:05:50 GMT

Thanks for everyone's help! Unfortunately I threw out my Freedom SIM Card right away. None of these helped as Freedom will not manually release it without a SIM card. I'm just going to request a new number.

Re: Help with SMS Incoming

softech — Wed, 02 Jun 2021 18:07:12 GMT

@KylaW you want your "freedom" too soon 😂

Anyway, you are getting a new number now and everything is working out?

Welcome to PM , enjoy the saving!!

Re: Help with SMS Incoming

BlueB — Wed, 02 Jun 2021 20:48:58 GMT

@KylaW

OOPS! 😞

You could try to go to a Freedom Mobile store, proving your identity and replacing your SIM card (as a lost SIM card). Then, you'll have access to your account again and be able to confirm the port.

If you're okay with a new number, that's definitely the simpler solution. Thanks for letting us know! 🙂

Re: Help with SMS Incoming

softech — Wed, 02 Jun 2021 20:50:00 GMT

@BlueB Freedom will give SIM out for free ?

Re: Help with SMS Incoming

KylaW — Wed, 02 Jun 2021 20:51:20 GMT

Well it was under my Mom's name originally... I tried contact a moderator to change my # and told me she change it. I called the new # so if it was working and spoke with a girl named Erin so that didn't work 😅 I called the port # and they told me to wait to see if they can find someone to help and I hung up after 30 mins.. Hope the mod answers soon.

Re: Help with SMS Incoming

softech — Wed, 02 Jun 2021 20:54:33 GMT

Although Mod said they reply within 72 hours, usually they reply quick, within an hour or 2 during the day.

Keep checking your Community Inbox (the envelop on the top right) and see if they replied. They might need to validate your identity or so. So, it could be couple messages back and forth.

Worst case, open another ticket tomorrow.

Re: Help with SMS Incoming

KylaW — Wed, 02 Jun 2021 20:56:37 GMT

Thanks for your help ! I finally got the self-serve to work ! # Changed yay ! lol