topic Re: Porting question in Get Support

Porting question

marcoaulpereira — Sat, 03 Sep 2022 14:41:00 GMT

Hey!

hoping someone can help.

I’ve successfully moved over from Rogers a few weeks ago but realized my old account is still active. I thought the service was just terminated when the number was ported over.

can I just go ahead and cancel my Rogers account without affecting my telephone #?

Re: Porting question

BKNS27 — Fri, 02 Sep 2022 13:50:06 GMT

@marcoaulpereira

It will Automatically cancel if you port out once you replied to the text with the Rogers SIM in your phone confirming you are porting out during the time of activating your PM SIM. There will be a 90 minute window for you to reply.

It sounds like you missed this step so porting was not completed.

To confirm, If your old Rogers SIM still works then porting wasn’t done.

Contact a CS_Agent to complete the porting process for you since it is a few weeks ago.

Re: Porting question

tzliu — Fri, 02 Sep 2022 13:52:26 GMT

MyRogers account will always be active, there is no need to cancel/delete it - you may need it later for other things.

Make sure after you log in, you see

"Your account has been cancelled

You can still access MyRogers to view your bill and manage your profile. If you need help with the next steps, connect with us."

Double check to be sure that there is no active wireless service with Rogers.

Re: Porting question

marcoaulpereira — Fri, 02 Sep 2022 13:53:18 GMT

Definitely missed that step! Thanks a ton!

Re: Porting question

BKNS27 — Fri, 02 Sep 2022 13:55:00 GMT

@marcoaulpereira

Best to contact them through private messaging on the envelope icon on top of this Community.

Re: Porting question

tzliu — Fri, 02 Sep 2022 14:08:56 GMT

@marcoaulpereira "I’ve successfully moved over from Rogers a few weeks ago" - which service have you been using since then? Very interesting - make sure you are using your old number.

Re: Porting question

marcoaulpereira — Fri, 02 Sep 2022 14:14:36 GMT

I’ve submitted a ticket so we’ll see.

I’ve been using Public. Rogers says they never received a port request. When I plugged my old sim in / it still worked oddly enough.

Re: Porting question

computergeek541 — Fri, 02 Sep 2022 14:19:52 GMT

@marcoaulpereira wrote:
I’ve submitted a ticket so we’ll see.
I’ve been using Public. Rogers says they never received a port request. When I plugged my old sim in / it still worked oddly enough.

That's the way it's supposed to be. Your old sim works until the transfer has completed. Once again, the old sim card should be left in your phone or you won't be able to approve the phone number porting. What indication that you receive that porting was succesful? Are you going by the on-screen message that says that on the Public Mobile website? That mesage does not mean that porting was actually successful (although they use that word). It only means that Public Mobile received the request from you and will start working on it.

Re: Porting question

marcoaulpereira — Fri, 02 Sep 2022 14:25:32 GMT

Thanks! It was a few weeks back so I don’t quite recall but I do remember not a whole lot of direction to pop the old sim back in to accept the transfer request.

I submitted a ticket for help but is there an easier way to reach somebody directly at public haha?

Re: Porting question

softech — Fri, 02 Sep 2022 14:29:18 GMT

@marcoaulpereira Sorry, PM support is all online. You need to engage them via ticket opening and work with them via message in the Community inbox. They might invite you for a web chat in some case.. Since you already opened ticket , just monitor your Community inbox (envelope icon on the top right) . CS Agent will reply you there If you don't receive any message in couple hours, message them again for an update:

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

Re: Porting question

BKNS27 — Fri, 02 Sep 2022 15:57:47 GMT

@marcoaulpereira

Keep your eyes on the envelope icon, hopefully they will get you running soon.
I am surprised you didn’t noticed your phone wasn’t working with the PM SIM in your phone until now.🤔

Re: Porting question

marcoaulpereira — Fri, 02 Sep 2022 15:59:38 GMT

Oh no - PM sim is working great. Just need to complete the porting and get the Rogers clacking closed out.