topic Re: Can not call in in Get Support

Can not call in

Dzhao — Fri, 02 Sep 2022 20:20:33 GMT

I just transferred from FIDO yesterday . I can call out. But can not receive call. I did not get SMS to confirm the transfer. The problem is my old account is already inactive because the plan expired. Please help to fix my probldm.

Re: Can not call in

computergeek541 — Fri, 02 Sep 2022 20:20:05 GMT

@Dzhao wrote:
I just transferred from FIDO yesterday . I can call out. But can not receive call. I did not get SMS to confirm the transfer. The problem is my old account is already inactive because the plan expired. Please help to fix my probldm.

You need to open a ticket to ask a customer agent to retry the number porting. Please do that through: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

As for incoming phone calls, those should still be going to your Fido service.

Re: Can not call in

softech — Fri, 02 Sep 2022 20:22:06 GMT

@Dzhao

A critical part to porting is to receive a text from your old provider and reply YES within 90 mins. Sound like you missed the step and hence porting was not completed

There is a number to all to talk to live support and the can re-trigger the process for you. I will message the number to you via the Community inbox. Check the envelope icon on top right. Call them and get it fixed

Re: Can not call in

Meow — Fri, 02 Sep 2022 20:37:56 GMT

When you open an account and initiate transfer at the same time, you get assigned temp phone number. That is why yo can call out. What number other see?

But porting was not completed or it failed. Call the number provided by @softech or contact agent.

To contact CSA-agent, there are 2 methods:

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

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking Here

Re: Can not call in

BKNS27 — Fri, 02 Sep 2022 22:00:45 GMT

@Dzhao

Unfortunately, you can’t port your old number over to PM if your Fido account expired before the porting request.

This is the reason you didn’t get the SMS text confirming you want to port over to PM.

Your only option is to pick a new number.

Re: Can not call in

esjliv — Fri, 02 Sep 2022 23:32:05 GMT

@Dzhao - How long ago was your fido account expired, can you reactivate it?

If you can restart your fido service/plan, hopefully on the cheapest one they have available, then you can proceed with porting that number over to public mobile.

edit, once the fido account is active, you can restart the port process by clicking this link for issues with transfer/porting of phone numbers over to Public Mobile.