topic Re: Excessive porting time in Get Support

Excessive porting time

jgrimes — Thu, 06 Jan 2022 07:45:06 GMT

Hi all, I initiated a port from VOIP.ms to Public on Sunday afternoon and at this stage outbound calls are working, incoming and outgoing text messages are working, but incoming phone calls still go to my voip account. The voip provider insists that its Public's job to port the number and that I need to check with my new provider. Attached are some details from my communication:

12:11:56 AM [Mauro] Hello Ben
12:12:12 AM [Ben ] Hello Mauro
12:12:13 AM [Mauro] How may I help you?
12:12:40 AM [Ben ] I'm hoping you can check on a number port for me, or comment on typical turn-around times to have the port completed.
12:13:12 AM [Ben ] I attempted to port out a number a couple of days ago and it still isn't done. That's very disappointing and I didn't expect it given how great the service is otherwise.
12:13:24 AM [Mauro] sure, what sthe number to check please?
12:13:31 AM [Ben ] 587 xxx xxxx
12:14:34 AM [Mauro] let me check
12:17:23 AM [Mauro] I see it's a port out. Unfortunately the timing of the port outs do not depend on us. We can only confirm when the number is no longer in our service, the rest depends on the carriers
12:18:06 AM [Ben ] So its underway, but the carrier is dragging their feet hey? Is this typical or could there be a problem?
12:19:34 AM [Mauro] I would suggest you check with your new provider, they'll receive the updates with more detailed information. If you receive any sort of issue with the port out you can let us know the PON to check with our carrier
12:20:35 AM [Ben ] is PON the number I'm porting?
12:21:41 AM [Mauro] no is the port order number. An ID generated at carrier level for each porting order, your new provider should receive it if there's any issue
12:22:47 AM [Ben ] Ok, well, I was told that I'd be emailed when the carrier was finished taking action on the order.
12:23:12 AM [Ben ] So I don't think they have yet. I'm more or less wondering when my phone will work again.
12:23:33 AM [Ben ] I remember reading that ports can take a long time, so I'm curious what is typical when porting away from voip.ms.
12:24:18 AM [Ben ] I know I must sound annoying right now.
12:24:37 AM [Ben ] But its annoying to have a messed up phone for a few days and no indication of a conclusion.
12:25:06 AM [Mauro] No problem, I understand unfortunately it depends on the new provider carrier schedule, not us.
12:26:13 AM [Mauro] May I help you with anything else at this time?
12:26:27 AM [Ben ] Night.

And this email response:

" Hello,
You need to verify this with them as they are in charge of the port, each carrier has different processing times.

Thank you. "

I would like to check with 'my new provider' but I don't know how that is done with public mobile. I'm a public customer from before and never had these issues porting numbers so I'm having a hard time believing its on Public's end.

Is there anything I can do except wait? Why would texts work and not incoming phone calls?

Re: Excessive porting time

Triguy — Fri, 09 Jul 2021 14:06:27 GMT

It can take up to two weeks when porting over from VOIP.

https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

Re: Excessive porting time

hTideGnow — Fri, 09 Jul 2021 14:17:35 GMT

This is normal. porting for VoIP and landland takes as many as 5 business days (or in some cases, more)

this is not a PM issue. It's a overall industry thing, I think

There is a number with the porting team you can confirm the status. But i think you should check after waiting for more than 5 business days. if you requested on Sunday, maybe check with them on Monday afternoon?

Re: Excessive porting time

Dunkman — Fri, 09 Jul 2021 14:16:55 GMT

@jgrimes wrote:

Is there anything I can do except wait? Why would texts work and not incoming phone calls?

@jgrimes

I would wait another week. VOIP lines and landlines take 3 business days up to a couple of weeks to port over. If you have waited 7-10 days and no port, then I would submit a ticket for moderator help.

It is part of the porting process. You should be able to text and call out with "your" number for a port in process. Unable to receive texts and calls until the port is completed.

Re: Excessive porting time

kselmak — Fri, 09 Jul 2021 14:56:06 GMT

@jgrimes

As i understand it will take very long for both voip and landline. My experience is one week but I've seen longer. Just have old service plugged in in the meantime. You can setup your voip service on linphone if you need to receive on the go.

Re: Excessive porting time

hTideGnow — Fri, 09 Jul 2021 15:12:41 GMT

yes true. your VoIP.ms will be fully functioning (incoming and outgoing) before the port is completed. So keep it connected. Your VoIP.ms will still ring now. If one day PM phone suddenly ringing, you now it's done.

and again, the excessing poring time is normal for porting from VoIP or landland. It is a bit more complex than regular mobile to mobile porting and hence taking more time.

Re: Excessive porting time

darlicious — Fri, 09 Jul 2021 16:04:31 GMT

@jgrimes

5 to 7 business days is about average. Your port while slow seems to be ticking along nicely. Maybe it will complete today? If you need a status update just ask for the telus porting department phone # and one of us will private messsge you with it. Otherwise sit tight for a few more days.

Welcome to public mobile! Kinda...sorta...maybe?!!😃

Re: Excessive porting time

jgrimes — Fri, 09 Jul 2021 22:07:37 GMT

Thank you everyone for your advice. Have a good weekend.

Re: Excessive porting time

hTideGnow — Fri, 09 Jul 2021 22:08:52 GMT

@jgrimes let us know when the porting is completed, we want to know how many days as well.

Enjoy your weekend.