topic Re: Ported cell no. to Public Mobile in Get Support

Ported cell no. to Public Mobile

snorkellady — Sat, 29 Jan 2022 16:37:29 GMT

Hi, I'm already a PM customer. I got my son to transfer over yesterday and he ported his no. We did it online.

He cannot receive incoming phone calls. When I call him, the recording says the voice message is not initialized.

Question: is this because his phone no. has not been released from his last phone company? If so, when can we

expect his phone to be fully working? Thank you

Re: Ported cell no. to Public Mobile

Anonymous — Sat, 29 Jan 2022 16:40:07 GMT

@snorkellady : Did you leave the old SIM in to confirm the transfer? Maybe restart the phone anyway.

Re: Ported cell no. to Public Mobile

snorkellady — Sat, 29 Jan 2022 16:43:39 GMT

No, should he have? and yes the phone has been shut off and restarted.

Re: Ported cell no. to Public Mobile

esjliv — Sat, 29 Jan 2022 16:48:11 GMT

@snorkellady wrote:
Hi, I'm already a PM customer. I got my son to transfer over yesterday and he ported his no. We did it online.
He cannot receive incoming phone calls. When I call him, the recording says the voice message is not initialized.
Question: is this because his phone no. has not been released from his last phone company? If so, when can we
expect his phone to be fully working? Thank you

@snorkellady

If you just ported your phone number 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.

Make sure you do not cancel your previous provider's services.

Incoming calls are usually the last to port over.

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

If issues porting or transferring a number to Public Mobile, and it has been over the allotted time it usually takes to complete, submit a ticket here for help: https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=1ml7MK2dvkmM37lFcEM7RHEOeep&lang=en&

After you receive and approve the text, insert the Public Mobile SIM and:

*turn off your phone, then reboot

*reset network settings on your device

Re: Ported cell no. to Public Mobile

Anonymous — Sat, 29 Jan 2022 17:11:59 GMT

@snorkellady : Yes he should have. That's how it works. Put the other SIM back in and call the number previously provided and they will re-trigger the request and then you'll get a text from the old company and then you reply to that to confirm the transfer.

Re: Ported cell no. to Public Mobile

snorkellady — Sat, 29 Jan 2022 17:09:55 GMT

ok thank you. This is what the issue is no doubt. We will do this, thank you for your help. Much appreciated.

Re: Ported cell no. to Public Mobile

BKNS27 — Sat, 29 Jan 2022 17:17:08 GMT

@snorkellady

It sounds like you missed the most important step in the porting process. You were to leave the old carrier SIM in the phone and wait for a SMS text and ask with YES. There is a 90 minute window for you to reply. If you missed this window, you need to contact CS_Agent by private message on the envelope icon on the top of this page to restart the porting process.

Re: Ported cell no. to Public Mobile

snorkellady — Sat, 29 Jan 2022 17:23:39 GMT

Yes I see that now. Thanks for your help. We will do this. He was too hasty to take the old sim card out so we didn't see the message.