topic Re: Trying to transfer my existing Numbers to another service provider in Get Support

Trying to transfer my existing Numbers to another service provider

JakeTheBosun — Fri, 01 Jul 2022 19:59:07 GMT

There seems no way I can get all 3 of my numbers to be released. (Only one was released)

Re: Trying to transfer my existing Numbers to another service provider

RossN — Fri, 01 Jul 2022 20:02:17 GMT

@JakeTheBosun hello you would have three different accounts here so you need to do each one individually

Re: Trying to transfer my existing Numbers to another service provider

JakeTheBosun — Fri, 01 Jul 2022 20:04:06 GMT

I seem to be locked out of two, how can I access those two?

Re: Trying to transfer my existing Numbers to another service provider

JakeTheBosun — Fri, 01 Jul 2022 20:05:11 GMT

I should mention, I got confirm messages at the transfer on each phone, and sent "Yes" to confirm each one at the time.

Re: Trying to transfer my existing Numbers to another service provider

softech — Fri, 01 Jul 2022 20:06:11 GMT

Hi @JakeTheBosun you need to login to all 3 accounts and all 3 are leaving PM?

To sort out the login issue, try to direct message them here:

: 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: Trying to transfer my existing Numbers to another service provider

RossN — Fri, 01 Jul 2022 20:11:16 GMT

@JakeTheBosun are all three accounts active? they must be for Public to release the number

Re: Trying to transfer my existing Numbers to another service provider

JakeTheBosun — Fri, 01 Jul 2022 20:14:00 GMT

I can't tell anymore. For those two, The new sim cards were inserted AFTER the "YES" confirmation message was returned still using Public Mobile service. I waited 30 minutes and then inserted the sim cards. One number transfered but two others didn't.

Re: Trying to transfer my existing Numbers to another service provider

softech — Fri, 01 Jul 2022 20:15:05 GMT

@JakeTheBosun wrote:
I should mention, I got confirm messages at the transfer on each phone, and sent "Yes" to confirm each one at the time.

@JakeTheBosun oh, then you are almost done.

You got the message and replied YES, so your PM services on all 3 are active

Since you replied YES, your porting should be completed within 2 hours. Reboot your phones with the new sim cards every 15 mins for an update.

if it is already 2 hours after you replied YES, what you need to do now is to talk to your new provider and ask them where is the hiccup.

Re: Trying to transfer my existing Numbers to another service provider

JakeTheBosun — Fri, 01 Jul 2022 20:17:10 GMT

The new provider replied the hicup is that Public Mobile will not release the numbers because the account numbers are not correct, but I cannot access Public Mobile account two get the other two account numbers at this point.

Re: Trying to transfer my existing Numbers to another service provider

hTideGnow — Fri, 01 Jul 2022 20:18:04 GMT

@JakeTheBosun wrote:
I can't tell anymore. For those two, The new sim cards were inserted AFTER the "YES" confirmation message was returned still using Public Mobile service. I waited 30 minutes and then inserted the sim cards. One number transfered but two others didn't.

HI @JakeTheBosun Maybe it just need a bit more time. Porting usually fast but can take longer in some cases.

Can you still login to PM Self-Serve for the other 2 accounts? Try it. If you no longer able to login, it is a good sign, the account is closed and the number is ported

Re: Trying to transfer my existing Numbers to another service provider

JakeTheBosun — Fri, 01 Jul 2022 20:22:06 GMT

No I cannot log in to PM it will not accept either my email or my password.

If it could, then I could get the correct account numbers and then the new provider says PM would allow release those other two phone numbers also.

I am pretty lost....thanks for the help.

Re: Trying to transfer my existing Numbers to another service provider

softech — Fri, 01 Jul 2022 20:24:25 GMT

@JakeTheBosun wrote:
The new provider replied the hicup is that Public Mobile will not release the numbers because the account numbers are not correct, but I cannot access Public Mobile account two get the other two account numbers at this point.

@JakeTheBosun did you got mixed up with the phone number and account number since you have two? like you matched up the wrong account # with the wrong phone number?

You can open a ticket with PM Support or you can try to ask the new provider to review the account number and phone number and re-trigger the process.

To open ticket with PM Support:

1. If you have access to My account: At 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: Trying to transfer my existing Numbers to another service provider

JakeTheBosun — Fri, 01 Jul 2022 20:30:57 GMT

OK I do not have access so will try option 2. Will they have reference to this discussion or will I start over?

Re: Trying to transfer my existing Numbers to another service provider

softech — Fri, 01 Jul 2022 20:32:44 GMT

@JakeTheBosun wrote:
OK I do not have access so will try option 2. Will they have reference to this discussion or will I start over?

@JakeTheBosun start over. This is just a Community and we are only customers. you are opening proper ticket with PM

For the 2 accounts you cannot login now, were you able to login before you request porting? This is critical to the situation

Re: Trying to transfer my existing Numbers to another service provider

RossN — Fri, 01 Jul 2022 20:33:17 GMT

@JakeTheBosun you will need to explain everything to them they have no reference to this

Re: Trying to transfer my existing Numbers to another service provider

JakeTheBosun — Fri, 01 Jul 2022 20:39:47 GMT

You know I never had to, so I assumed they worked before. The third one I did access once before so there was a trail to follow.

I see so many messages now I am confused and no closer to a solution I fear. There are so many loops in the algorithyms who knows whats next. I THINK I opened a ticket with them, but I can't tell. Thanks for your patience.

Re: Trying to transfer my existing Numbers to another service provider

softech — Fri, 01 Jul 2022 20:45:56 GMT

@JakeTheBosun Curious, if you didn't login to the 2 accounts before porting, how you get the account number?

did you request porting by IMEI? this always cause problem. Using Account number is a safer bet, it could be why it failed

Re: Trying to transfer my existing Numbers to another service provider

JakeTheBosun — Fri, 01 Jul 2022 20:53:11 GMT

I am not sure what this means, sorry.

When we bought the three individual phone services about six months back I don't recall how the account was set up. They billed us and we paid automatically until now. It might have been done using phone id numbers (IMEI ?)

The phones were never reliable, all three would have no service even in the middle of Vancouver for long periods. I purchased Add-On's that showed up in messages but never worked. Is that even relevant?

Re: Trying to transfer my existing Numbers to another service provider

JakeTheBosun — Fri, 01 Jul 2022 20:53:39 GMT

Sorry is that "porting"

Re: Trying to transfer my existing Numbers to another service provider

softech — Fri, 01 Jul 2022 20:59:30 GMT

@JakeTheBosun porting is transfer

what info did you fill in for the porting request?? IMEI ? Account number?