topic Re: new customer but texts not coming through in Get Support

new customer but texts not coming through

yag4452 — Thu, 06 Jan 2022 07:28:46 GMT

Hi,

I was a customer by Fido, and bought a public mobile sim card. I was told that Fido will send me a text which I will have to reply yes to transfer my number to public mobile.

I never received the text and the public mobile sim card started working with the same number & Fido was still working at the same time with the same number. on the public mobile sim card I received only phone calls and texts from public mobile and koodo customers, the rest went to my Fido sim card. Now, my public mobile phone is closed and I don't receive any texts from public mobile customers on my fido phone.

Fido claims that they have to get the request from public mobile

Please help me resolve it

Re: new customer but texts not coming through

computergeek541 — Wed, 09 Jun 2021 21:03:07 GMT

@yag4452 wrote:
I was a customer by Fido, and bought a public mobile sim card. I was told that Fido will send me a text which I will have to reply yes to transfer my number to public mobile.
I never received the text and the public mobile sim card started working with the same number & Fido was still working at the same time with the same number. on the public mobile sim card I received only phone calls and texts from public mobile and koodo customers, the rest went to my Fido sim card. Now, my public mobile phone is closed and I don't receive any texts from public mobile customers on my fido phone.
Fido claims that they have to get the request from public mobile

As you did not receive the porting confirmation text message, please open a ticket and have the moderator look at this. This can be done by going to: https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=1n1doJroLwunnRGLWzZdKyN27bm&lang=en&

Re: new customer but texts not coming through

hTideGnow — Wed, 09 Jun 2021 18:44:20 GMT

@yag4452 Sorry, what you meant by "Now, my public mobile phone is closed"

Did you just activated your account with PM lately? Are you still porting your number from Fido?

you still need your Fido SIM card at this time

You will need to call Public Mobile to re-trigger the porting request ( I will private message you the number)

Once PM re-trigger the request, you need to have your Fido SIM in a phone, powered on and wait for the SMS. You will then reply YES to approve the porting

once you replied yes, it will be ported onto your PM SIM shortly

Re: new customer but texts not coming through

BlueB — Wed, 09 Jun 2021 18:53:37 GMT

@yag4452

Porting your number is actually a complicated process... here's the simplified version we see:

Request Public Mobile on the website to port your number from Fido
Confirm via text (on your Fido SIM/account) to approve the port
Wait until your Fido service stops working, and your Public Mobile should be working OK

What you don't see are a lot of hidden things that happen, with Public Mobile (owned by Telus) setting up your account, registering your information in their system/etc, and Fideo authorizing and releasing your number and being "known" to the entire phone system. Because so many things are happening, some things will work while others don't.

If you plug in your Fido SIM and it still works, you haven't ported your number because that account will automatically close/cancel upon porting. If you didn't receive the request on your Fido SIM (from Public Mobile), try porting again. If you can't, you can call the Telus Porting Team that I'll provide you in your private mailbox.

Anything else we're missing, let us know! 🙂

Edit: When you say your Public Mobile phone is closed, does it mean your entire account is no longer active? You can also contact a moderator if there's an account issue - it's a bit tricky, but this may be a good first step to make sure your Account is in good order first! (Click on the Chat Bubble, lower-right corner, or message a Moderator here.)

Re: new customer but texts not coming through

BKNS27 — Wed, 09 Jun 2021 19:10:12 GMT

@yag4452

When you were waiting for the text from Fido…did you leave the Fido SIM in the phone? You have 90 minutes window to reply to the text.

Since you didn’t get the text. You will need a moderator to complete your porting by clicking on the SIMon chat button and ask to contact a moderator to create a ticket.

Re: new customer but texts not coming through

BlueB — Wed, 09 Jun 2021 21:44:51 GMT

@yag4452

To add to @BKNS27 - even if you receive the text late, or reply late, you can try replying anyways and it may kickstart another approval request. It doesn't hurt to try, but a Mod will be best if you don't have an account or it's broken, and if in good standing- the Porting team. 🙂