topic Re: can't receive calls in Get Support

can't receive calls

DHTupperware — Fri, 30 Sep 2022 12:40:10 GMT

Judging by previous posts, it seems like it's a porting issue. Opened a ticket almost a week ago, still no response from Public. Made the request to port a month ago. Received a text from old provider 3 weeks ago that they received the request, to contact them if it was made in error. Can someone from Public please help us?

Re: can't receive calls

kb_mv — Fri, 30 Sep 2022 12:44:13 GMT

@DHTupperware wrote:
Judging by previous posts, it seems like it's a porting issue. Opened a ticket almost a week ago, still no response from Public. Made the request to port a month ago. Received a text from old provider 3 weeks ago that they received the request, to contact them if it was made in error. Can someone from Public please help us?

@DHTupperware You will need help from Customer service. Contact them by:

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

If you have trouble with Chatbot: Private message CS_Agent

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

Re: can't receive calls

will13am — Fri, 30 Sep 2022 12:52:14 GMT

@DHTupperware , just to let you know, this is the number transfer process. The number transfer request is submitted from the Public Mobile end, but an acknowledgement must also be done on the other end which is why your old provider was asking. A CSA will be able to sort things out for you as already suggested.

https://www.publicmobile.ca/en/on/get-help/articles/port-fraud-protection

Re: can't receive calls

DHTupperware — Fri, 30 Sep 2022 12:56:55 GMT

The message from the previous provider said only to contact them if the porting request was made in error.

Re: can't receive calls

CS_Agent — Fri, 30 Sep 2022 13:09:05 GMT

Hi there!

My name is Leonardo and it will be my pleasure to help you today.

I checked the port and it is not completed. Please call your old company and ask them

why they did not released the phone number.

If you have any other questions , I will be at your disposal.

Kindly
Leonardo CS Agent

Re: can't receive calls

CS_Agent — Sat, 01 Oct 2022 22:18:31 GMT

Hello there! I hope your day is going well!
The system will automatically close the conversation in 24 hours if there is no reply.
I am doing this follow up to see if you have any other concerns.
Kindly,
Leonardo, CS_Agent

Re: can't receive calls

softech — Sat, 01 Oct 2022 22:21:26 GMT

@DHTupperware has the porting been completed yet?? if not, please message @CS_Agent back via private message

Re: can't receive calls

DHTupperware — Tue, 04 Oct 2022 18:03:57 GMT

Just heard back from them:

"Hi! The port is cancelled due to an |incomplete port. Please contact your carrier and have them send another request."

Re: can't receive calls

computergeek541 — Tue, 04 Oct 2022 18:17:36 GMT

@DHTupperware wrote:
Just heard back from them:
"Hi! The port is cancelled due to an |incomplete port. Please contact your carrier and have them send another request."

There wasn't any reason for you to contact your old carrier about this. Public Mobile could and should have giiven you that information. When you're tryihng to port a number, the new carrier (Public Mobile in this case) is responsible for getting everything done. That includes any troubleshooting and communicatinon with the old carrier. You're going to need to open another ticket with Public Mobile.

Re: can't receive calls

softech — Tue, 04 Oct 2022 18:22:02 GMT

@DHTupperware Maybe you provided them the wrong info?

did you provide them IMEI or account number?

Re: can't receive calls

DHTupperware — Tue, 04 Oct 2022 18:22:24 GMT

I was just doing what Leonardo CS_Agent asked me to do.

Re: can't receive calls

dust2dust — Tue, 04 Oct 2022 18:22:27 GMT

Is your account now using a new random phone number? Is your old provider sim and account still working? Have you/they kept that account alive?

Re: can't receive calls

DHTupperware — Tue, 04 Oct 2022 18:28:28 GMT

It was a month ago. I don't remember now, it was so long ago. Meanwhile Public is charging me for a month I never used.

Re: can't receive calls

computergeek541 — Tue, 04 Oct 2022 18:35:57 GMT

@DHTupperware wrote:
I was just doing what Leonardo CS_Agent asked me to do.

Unfrotuantely, it was mistaken advice. There isn't any reason that the Public Mobile CSA couldn't have given you that information. When number porting fails, a report is sent back to the requesting carrier giving notfication of that and that also comes with an exact reason.

Re: can't receive calls

DHTupperware — Tue, 04 Oct 2022 18:51:14 GMT

The account is using the supposedly ported number. The old provider sim and account still work.

Re: can't receive calls

softech — Fri, 21 Oct 2022 04:21:20 GMT

@DHTupperware wrote:
The account is using the supposedly ported number. The old provider sim and account still work.

@DHTupperware It has been a month already, so you have to re-request porting anyway (assuming you are staying and want to port your number here)

Login to My Account, go to Profile page, click Change Phone number. Then click "Transfer Phone number" (the last tab on the screenshot below) and enter the information

https://selfserve.publicmobile.ca/en/account/edit/your-account

Please provide account number instead of IMEI as the old carrier info.

After you requested porting, put your old sim card back to the phone. Your old provider will send you a text shortly and you need to reply YES within 90 mins.

Let us know if you do not get the text after 4 hours, there is a porting team you can contact in that case

Re: can't receive calls

DHTupperware — Tue, 04 Oct 2022 18:59:12 GMT

Ok, I guess I have to start another ticket.

Re: can't receive calls

dust2dust — Tue, 04 Oct 2022 19:02:19 GMT

I disagree with the above suggestion to do another transfer while one is still "active". If you had been given another random phone number then sure. But for now maybe call the number in the link below and put your old sim in a phone and confirm the transfer text.

https://forum.telus.com/t5/Mobility-Services/Help-with-porting-my-number-from-Rogers/m-p/123686/highlight/true#M9475

Re: can't receive calls

DHTupperware — Tue, 04 Oct 2022 22:35:48 GMT

This whole thing has been a joke. Absolute amateur hour. Easily could have been resolved sooner if I could have spoken to someone by telephone.

Re: can't receive calls

dust2dust — Tue, 04 Oct 2022 22:41:50 GMT

Did you call the porting number? Old sim in phone? Reply yes?