topic Re: Issues with cellular in Get Support

Issues with cellular

W00K13 — Tue, 15 Nov 2022 19:16:11 GMT

I transferred my Canadian number from my old carrier to Public a week ago. My data is working fine and I'm able to make outgoing calls, but I'm not receiving text messages and phone calls. The Public Mobile chat bot states that it can take a while for the cellular info to be transferred over and route text and calls correctly, but it's been a week and I'm at a loss on what to do. Any suggestions?

Re: Issues with cellular

Outdoorsman — Tue, 15 Nov 2022 19:24:33 GMT

@W00K13 hi it sounds like your port didnt't complete did you answer yes to the transfer text? You needed to leave old sim in phone to receive it within 90 minutes

Re: Issues with cellular

W00K13 — Tue, 15 Nov 2022 20:10:38 GMT

I had read on this forum about the transfer text, but I never received one. I must have swapped-out my old sim for my new sim before I received that text. My old sim no longer works, so I'm not getting that text anytime soon. I feel like my cellular number is stuck in some type of transfer limbo. Is there anyway to fix this?

Re: Issues with cellular

hairbag1 — Tue, 15 Nov 2022 20:19:08 GMT

Take a new number for now. Then initiate port of old number when phone is working.

Your old account has to be active in order for port to be successful.

added...

https://www.publicmobile.ca/en/bc/get-help/articles/choose-your-phone-number

Re: Issues with cellular

dust2dust — Tue, 15 Nov 2022 20:27:20 GMT

Did you call the previous provider and cancel that account? A properly completed port would close the source account.

Re: Issues with cellular

dabr — Tue, 15 Nov 2022 20:28:13 GMT

@W00K13 As long as your old account is active then PM (Telus Porting Dept.) can ask your old carrier to resubmit the transfer text authorization again, so keep the old SIM in your phone until you receive and respond within the 90 minute window.

I'll private message the Telus porting #, check your message box top right.

Re: Issues with cellular

W00K13 — Tue, 15 Nov 2022 20:29:32 GMT

I did, the account is cancelled and completely closed, but I'm still not receiving texts or calls.

Re: Issues with cellular

W00K13 — Tue, 15 Nov 2022 20:31:01 GMT

Thanks very much @dabr, my old account is not active anymore. Will check the porting # you sent. Thanks in advance.

Re: Issues with cellular

dust2dust — Tue, 15 Nov 2022 20:32:50 GMT

Then you kinda jumped the gun on the process. The porting would normally close the account. I think you'll need to take this up with the old provider.

Re: Issues with cellular

dabr — Tue, 15 Nov 2022 20:36:22 GMT

@W00K13 It could get a little difficult if your old account has been deactivated. Are you able to call the other carrier and ask them to allow the transfer text be resubmitted as a gesture of goodwill?

Re: Issues with cellular

W00K13 — Tue, 15 Nov 2022 20:40:00 GMT

There's no point in taking a new number, as no one has it.

Re: Issues with cellular

dabr — Tue, 15 Nov 2022 20:41:53 GMT

@W00K13 A temporary number allows you to call/text and use the data until the transfer can be completed (hopefully).

Re: Issues with cellular

W00K13 — Tue, 15 Nov 2022 20:43:42 GMT

I'll try. It would really suck to lose my old number.

I tried the number you gave me and they said there was no port initiated for that number. Although it's the number I have associated with my Public Mobile account.

Re: Issues with cellular

dabr — Tue, 15 Nov 2022 20:47:55 GMT

@W00K13 Are you able to reactivate the old account temporarily or ask them to reactivate it for an hour or so to be able to receive the transfer request text?

Re: Issues with cellular

W00K13 — Wed, 16 Nov 2022 13:50:50 GMT

@dabr Thanks for all your help and pointing me in the right direction.

Below I've listed how to port your old number from a cancelled account to Public Mobile.

You will need your old SIM from your previous provider to be successful with this solution. Contact your old provider and ask for what is called a "24 hour pre-port skip", or to temporarily reactivate your account, and state that you are changing providers and the text prompt to transfer was not received. Pack your patience when attempting to have your old provider temporarily reactivate your account, as it took me 1.5 hours and 5 transfers to have this done successfully. Once the old account is active contact Public Mobile support and ask them to send a request for transfer again. Swap in your old provider SIM and you should receive a text from the old provider regarding "approval to transfer". Reply Yes. Swap in your new Public Mobile SIM, wait between 20 minutes to 2 hours for the SIM and your lines to be activated again.

There is a way to port your old number without your old SIM, but you will need to have both Public Mobile support and your old provider on the phone to make this happen.

Re: Issues with cellular

dabr — Wed, 16 Nov 2022 20:05:54 GMT

@W00K13 Good to hear you were able to port over your number and thanks for sharing the steps on how to go about it for accounts closed before the number was successfully transferred.