topic Re: New Account, Number Transfered, Emergency Calls only in Get Support

New Account, Number Transfered, Emergency Calls only

rjacobs — Fri, 29 Apr 2022 21:43:52 GMT

I've set up a new account and tried to transfer my number from Telus.

This seems to have been done successfully but I only have Emergency Calls.

The new sim card has been activated and is inserted. Calling the number results in an invalid number message

Re: New Account, Number Transfered, Emergency Calls only

will13am — Fri, 29 Apr 2022 21:47:40 GMT

@rjacobs , checked that the phone is connecting to the Public Mobile network. Usually emergency calls only means there is no connection. Also is the self serve account active?

Re: New Account, Number Transfered, Emergency Calls only

softech — Fri, 29 Apr 2022 21:48:05 GMT

@rjacobs Was there other message on the phone status like "No SIM", "SIM not provisioned", "No Network"?

Try to reseat the SIM once again. Power off the phone, take the sim out for a minute before put it back and try

If still fails, likely it is a sim provisioning issue, open a ticket with PM Support and they can fix that quickly

1. If you have access to My account: Click on the bubble on the lower right or https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: New Account, Number Transfered, Emergency Calls only

BKNS27 — Fri, 29 Apr 2022 21:48:31 GMT

@rjacobs

Did you reply to the text with YES with the Telus SIM in the phone?

You have a 90 minute window to reply or porting process is cancelled.

Then reboot your phone with the PM SIM in the phone by powering off then back on to reset the phone.

If you missed any of the steps, you need to contact a CS_Agent by private messaging or SIMon Chatbot on this Community.

Re: New Account, Number Transfered, Emergency Calls only

esjliv — Fri, 29 Apr 2022 21:49:21 GMT

@rjacobs - try restarting your phone and performing a reset of the device's network settings.

Note, that if you are transferring an existing number from TELUS Prepaid, TELUS Postpaid, or Koodo Postpaid, and have missed the 90 minute window to respond, we will automatically resend you the SMS text to validate the transfer up to 5 times between the hours of 11 AM and 8 PM ET. If those attempts are unsuccessful, we will send an SMS with instructions on how to rei-nitiate your number transfer request.

If still issues, submit a ticket with Public Mobile representatives (CSA) for help; click this link: to request the transfer of your number over to Public Mobile.

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

Re: New Account, Number Transfered, Emergency Calls only

rjacobs — Fri, 29 Apr 2022 21:54:55 GMT

The account is active. I tried selecting Public Model as the network operator manually that doesn't work. I have a couple of other Public Model accounts. This one is for my son. First time have problems.

Re: New Account, Number Transfered, Emergency Calls only

rjacobs — Fri, 29 Apr 2022 21:56:54 GMT

I did miss the 90 minute window, I did reply the second time I attempted to change the number.

Re: New Account, Number Transfered, Emergency Calls only

JL9 — Fri, 29 Apr 2022 21:59:00 GMT

So you reinitiated the process and get the text re-sent and replied YES? Is it a cell number or a landline you are porting?

Re: New Account, Number Transfered, Emergency Calls only

Yummy — Fri, 29 Apr 2022 21:59:04 GMT

@rjacobs wrote:
I did miss the 90 minute window, I did reply the second time I attempted to change the number.

So you are saying you re-initiated porting request and did receive SMS second time and did reply Yes?

Re: New Account, Number Transfered, Emergency Calls only

softech — Fri, 29 Apr 2022 21:59:59 GMT

@rjacobs wrote:
I did miss the 90 minute window, I did reply the second time I attempted to change the number.

@rjacobs So, you got the text a second time and you replied within 90 minutes? If you put the Telus SIM back to a phone, does the Telus sim still work? If the Telus sim no longer working, it looks like your port did complete

Open a ticket with PM support to confirm the sim provisioning part, they can confirm if port was done as well

Re: New Account, Number Transfered, Emergency Calls only

rjacobs — Fri, 29 Apr 2022 22:01:05 GMT

That is correct

Re: New Account, Number Transfered, Emergency Calls only

BKNS27 — Fri, 29 Apr 2022 22:01:34 GMT

@rjacobs

Try rebooting the phone if you replied to the text. Hold the power button down then power off.

Re: New Account, Number Transfered, Emergency Calls only

rjacobs — Fri, 29 Apr 2022 22:01:58 GMT

That is correct, the second time the Telus account was disabled.

Re: New Account, Number Transfered, Emergency Calls only

computergeek541 — Fri, 29 Apr 2022 22:04:07 GMT

@rjacobs wrote:
I've set up a new account and tried to transfer my number from Telus.

This seems to have been done successfully but I only have Emergency Calls.

The new sim card has been activated and is inserted. Calling the number results in an invalid number message

These issues are unrelated to number porting. You should have Public Mobile service even if porting failed. You'll need a customer support agent to fix this. Also, note that call the porting departement won't help either because they can't fix these types of issues with your Public Mobile account. Please ask a customer support agent for help use the SIMon chatbot method mentioned earlier.

Re: New Account, Number Transfered, Emergency Calls only

rjacobs — Fri, 29 Apr 2022 22:13:29 GMT

Thanks for the replies, I have added a ticket with support.

Re: New Account, Number Transfered, Emergency Calls only

rjacobs — Fri, 29 Apr 2022 22:13:58 GMT

yes

Re: New Account, Number Transfered, Emergency Calls only

rjacobs — Fri, 29 Apr 2022 22:14:22 GMT

That is correct. It is a Telus cell number

Re: New Account, Number Transfered, Emergency Calls only

rjacobs — Sun, 01 May 2022 19:14:57 GMT

There were indeed errors in the posting. Tech support was able to resolve the problem on their end. I have service now.