topic Re: Still No Service in Get Support

Still No Service

Tamasinh — Tue, 08 Mar 2022 05:34:51 GMT

My account that I’m trying to port my number over from from Telus has been disconnected due to being over you want to go. So can I still receive the text message from Telus with the old Sim card in my phone?

Re: Still No Service

BKNS27 — Tue, 08 Mar 2022 06:02:09 GMT

When you activate the SIM and waiting for the text from Telus to confirm that you are porting over to PM with YES.

You must leave the Telus SIM in your phone. There will be a 90 minute window for you to reply to the text.

If you missed replying to the text within the time frame, you will need to contact a CS_Agent to restart the porting process.

Re: Still No Service

Dunkman — Tue, 08 Mar 2022 06:11:12 GMT

@Tamasinh

More details and clarification is needed. Not sure what you mean by your first sentence. Is your Telus account suspended presently?

Normally, you need an active account to port to a different company. However, since Telus, Koodo and Public mobile belong to the same company, you can port over from a suspended Telus or Koodo account to Public mobile.

Re: Still No Service

Tamasinh — Tue, 08 Mar 2022 07:34:39 GMT

Oh that’ll you for this!!!

Re: Still No Service

Tamasinh — Tue, 08 Mar 2022 07:35:25 GMT

Yea I will have to contact them… which I have. How long does it take for them to reply!?!

Re: Still No Service

BKNS27 — Tue, 08 Mar 2022 07:38:13 GMT

@Tamasinh

PM staff are off for the day but will get back to you in the morning...keep your eyes on the private messaging envelope icon on top of this page.

Re: Still No Service

Yummy — Tue, 08 Mar 2022 15:33:29 GMT

Both accounts porting from and porting to have to be active in order for port to be successful.

If your Telus account has been already disconnected either porting is in progress (if you replied Yes on port authorization) or it was disconnected before you initiated porting.

Whatever is the case since Telus and PM are the same family, talk to agent to help you out.

Let us know how it goes.

Re: Still No Service

hTideGnow — Tue, 08 Mar 2022 15:35:51 GMT

@Tamasinh wrote:
Yea I will have to contact them… which I have. How long does it take for them to reply!?!

HI @Tamasinh You have opened the ticket yet It usually take around 1 or 2 hours for CS Agent to reply. Please check your Community inbox. They reply there and NOT your email. If you have opened your ticket already and not receive anything before noon, send them another message.

So, you have your Telus account cancelled or inactive already?

Re: Still No Service

esjliv — Wed, 09 Mar 2022 03:36:19 GMT

@Tamasinh wrote:
Yea I will have to contact them… which I have. How long does it take for them to reply!?!

@Tamasinh when porting to another provider, it will be the new provider that takes care of the details of the port.

So you will need to submit a ticket with the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Still No Service

computergeek541 — Wed, 09 Mar 2022 04:31:56 GMT

@Tamasinh wrote:
My account that I’m trying to port my number over from from Telus has been disconnected due to being over you want to go. So can I still receive the text message from Telus with the old Sim card in my phone?

When you say that your Telus service has been disconnected, is that because the account has been closed, because a postpaid account has been suspended because of late payment, or is it a prepaid account service has stopped working because of non-payment? I know that what you've read so far might seem to be contradictory (and maybe confusing), but it's only the last scenario that I mentioend where you can still port over to Public Mobile (as a suspended postpaid account suspended for non-payment would already be several months behind in payment).