topic Public Mobile changed number in Get Support

Public Mobile changed number

Ronosomo — Thu, 06 Jan 2022 07:44:17 GMT

Hi,

After using PM no problem for a few weeks (after porting number over from old provider) my son's phone got a text saying his number was being changed. I called the old service provider and found out that apparently my son never responded to a transfer number approval text. We looked back at his phone and he never got one. Also his phone number worked fine for the first few weeks. I now find out I am paying for both Public Mobile and his last service provider. I can't seem to get help fro PM. Very frustrated not being able to even live chat with someone at PM

Re: Public Mobile changed number

hTideGnow — Thu, 08 Jul 2021 16:23:06 GMT

it's hard to say why the message got missed.

honest, you son should aware that he is not receiving incoming calls or text on his PM SIM

you can use change number option on My Account to request the porting of the number again.

More info:

https://productioncommunity.publicmobile.ca/t5/Announcements/Transferring-or-Changing-your-Phone-Number/m-p/652414

Transferring or Changing Your Number After Activation

You can change your phone number once every 30 days after you have activated. To change or transfer your number after activation, go to your Self Serve Account here and:

Select the “Plans and Add ons” tab
Click on “Change Phone Number”
Then, you can choose to select a new phone number or to transfer a wireless or wireline number from another provider.

You will need to provide the same information as requested during the activation process above.

Your previous service provider may also send an SMS text to validate the transfer, so ensure your old SIM card is still in your device so you can receive and respond to this message. Please do not replace your old SIM card with your Public SIM until the number has been successfully transferred.

Re: Public Mobile changed number

Triguy — Thu, 08 Jul 2021 16:21:16 GMT

Usually after you port a phone number over to PM then your previous provider account is closed.

You should contact your son's provider and explain to them what had happened and ask them to close his account.

Re: Public Mobile changed number

Ronosomo — Thu, 08 Jul 2021 16:23:55 GMT

Thanks for replies I'll try porting over again through account:)

Re: Public Mobile changed number

hTideGnow — Thu, 08 Jul 2021 16:32:04 GMT

you still have the Bell SIM, right?

pull in the Bell SIM and get ready

After you submit porting , there is a a number you can call to confirm status or request to re-trigger the SMS. I will message you. Check Community inbox here.

Re: Public Mobile changed number

Ronosomo — Thu, 08 Jul 2021 16:34:29 GMT

Ok so that partially worked and we just got a message from his old provider saying that they received the transfer request and a message has been sent via text to approve transfer. But we haven't received that text. We no longer have his old provider SIM card. Is that something we need to have in the phone to receive and approve the transfer request?

Thanks for any help

Re: Public Mobile changed number

Ronosomo — Thu, 08 Jul 2021 16:35:32 GMT

It was Virgin and no we don't have anymore because the phone number transfer worked for the last few weeks so I got rid of it 😞

Re: Public Mobile changed number

Ronosomo — Thu, 08 Jul 2021 16:37:04 GMT

Thanks I'm calling that number now

Re: Public Mobile changed number

hTideGnow — Thu, 08 Jul 2021 16:38:47 GMT

@Ronosomo that would be trouble.

first, you sure the Virgin account still active? you need an active account to port the number

Second, unless Virgin will to do an exception, which you need to call Virgin and bug them, you will have to buy a new Virgin SIM , request SIM Swap. Once this is all completed, then you come back to PM to request porting so you can receive the text in Virgin and reply YES to it.

Again, check with Virgin to see if they can do exception.

If not, and if you are not willing to pay $10 for a SIM card, maybe you want to just get a new number in PM...

Re: Public Mobile changed number

esjliv — Thu, 08 Jul 2021 16:47:59 GMT

@Ronosomo wrote:
Hi,

After using PM no problem for a few weeks (after porting number over from old provider) my son's phone got a text saying his number was being changed. I called the old service provider and found out that apparently my son never responded to a transfer number approval text. We looked back at his phone and he never got one. Also his phone number worked fine for the first few weeks. I now find out I am paying for both Public Mobile and his last service provider. I can't seem to get help fro PM. Very frustrated not being able to even live chat with someone at PM

Hello @Ronosomo ,

You could submit a ticket to the Public Mobile Moderators. They can help with a stuck port.

Public Mobile Moderators:

Put in a ticket through SIMon Bot (usually faster method to get in contact with the Public Mobile Moderators) by clicking on the bottom, right chat bubble.
OR
Private message the moderators here (slower method): https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Public Mobile changed number

Ronosomo — Thu, 08 Jul 2021 20:46:40 GMT

I spoke with Virgin and they were able to manually override and wait they would cancel account. Now my son's number works again with PM. BUT I can call him and text him, but when other people call him it goes straight to voicemail with the Virgin automated voice. It's like it's half and half providers. SO strange. I'll call virgin again I guess. We tried restarting the phone and taking out SIM card and putting it back in.

I'll post outcome here in case it helps others in the future.

Re: Public Mobile changed number

hTideGnow — Thu, 08 Jul 2021 20:53:58 GMT

@Ronosomo Glad there are some progress.

So, you call your son and the PM SIM/phone rings? but other call and it goes to Virgin voicemail?

From what I know, some smaller providers, mainly VoIP (like Primus, Fongo, etc) would take longer to 'aware' that the number got moved to PM. They update their route slower. But even that happens, it should just not able to reach the PM phone rather than going back to Virgin voicemail.

Anyway, I would try to have many people try calling your son if most of them reach your PM phones, then it shouldn't be a big problem.

Keep up posted.