topic Re: Port out number not working in Get Support

Port out number not working

bluehouse18 — Wed, 03 Aug 2022 02:13:46 GMT

I did a port-out from Koodo to public mobile and after being on the phone with Koodo for over 3 hours, they claimed they ported out the number... When I look at my public mobile account it is showing my number is there, but it's not working and when I check Koodo it says it was ported out. When I call my number, it is deactivated. What is wrong and how do I fix it? I've restarted the phone numerous of times and still nothing has changed.

Any helpful advice would be wonderful.

Thanks

Re: Port out number not working

NDesai — Wed, 03 Aug 2022 02:21:24 GMT

@bluehouse18 Do you get service on your Koodo sim anymore? Did your Koodo account deactivated? If yes, seems like porting went through, but not yet completed.

If you’ve waited more than 2 hours, and you’re still experiencing issues, you should contact our Customer Support Agents. Since you’re new to Public Mobile, this will be a 2-step process:

Then, start a conversation with our virtual assistant, SIMon to submit a ticket to our Customer Support Agents by clicking here.

Re: Port out number not working

hTideGnow — Wed, 03 Aug 2022 02:51:08 GMT

@bluehouse18 did you call the porting support team? you can talk to live person and find out the porting status.

I will send you the number, check your Community inbox

Re: Port out number not working

BKNS27 — Wed, 03 Aug 2022 03:19:38 GMT

@bluehouse18

If you completed the final step of the porting by replying to the text confirming you are porting out of Koodo.
Since Koodo is the mid tier of Telus then it is easy to fix by contacting the porting team @hTideGnow message.

Also, you need to reboot your phone by powering off and not restart your phone could be the issue.

Re: Port out number not working

JL9 — Wed, 03 Aug 2022 03:41:35 GMT

Did you go through the proper steps as laid out in the activate page. Namely leaving your koodo sim in your phone for the porting text and replying YES within 90 mins? was your koodo account in good standing?

Re: Port out number not working

esjliv — Wed, 03 Aug 2022 11:47:24 GMT

Is your status when you log into your public mobile My Account, or when you dial 611 from the public mobile sim card Active?

If a restart does not kick start services, try performing a reset of your network settings on your device.

You could also try the sim into another phone, to see if services work, they should since both companies work under Telus compatibility.

Otherwise, see @NDesai to submit a ticket to CSA.

You may also try this direct link to Public Mobile representatives (CSA) for help to request the transfer of your number over to Public Mobile.

If it's Koodo prepaid then you can click this link and type in “port request” to be put in touch with a Customer Support Agent (CSA).