topic Re: Porting out from Public Mobile to Freedom. in Get Support

Porting out from Public Mobile to Freedom.

Econ — Wed, 30 Nov 2022 19:33:50 GMT

Hello, I have been trying to port out from Public Mobile to Freedom for just over 24 hours.

The first attempt I received the SMS and replied yes.

The second and third attempts I never received the SMS.

I am wondering if you can put me in touch with the port out team, to perform a manual port out.

Thanks

Re: Porting out from Public Mobile to Freedom.

Econ — Wed, 30 Nov 2022 19:39:22 GMT

Crazy I need to make a community post to get the number for the people who can assist me.

Re: Porting out from Public Mobile to Freedom.

Dunkman — Wed, 30 Nov 2022 19:42:08 GMT

@Econ

Check your inbox.

However, Freedom mobile has to re-initiate the port request since you are porting out. You can talk with the Telus porting team to sort things out.

Re: Porting out from Public Mobile to Freedom.

Econ — Wed, 30 Nov 2022 19:45:10 GMT

ty appreciate the number

Re: Porting out from Public Mobile to Freedom.

darlicious — Wed, 30 Nov 2022 19:50:13 GMT

@Dunkman

Can you explain how that works when porting out? I don't see how the telus porting team can help?

Porting out from Public Mobile to Freedom.

darlicious — Wed, 30 Nov 2022 19:54:26 GMT

@Econ

If @Dunkman 's solution doesn't work have a read of this thread with a very similar issue to yours.....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Did-anyone-give-up-porting-their-number-out-of-Public-Mobile-due/td-p/912368

Re: Porting out from Public Mobile to Freedom.

hahaamen — Wed, 30 Nov 2022 20:36:11 GMT

Hi Econ,

I have the exact same issue as yours, and my issue is over 48 hours without any solution, my new provider koodo told me that my phone number has not been deactivated by public mobile, but public mobile deleted my account and stopped my phone service. so frustrated and annoying.

Has your issue been resolved?

Re: Porting out from Public Mobile to Freedom.

darlicious — Wed, 30 Nov 2022 20:41:36 GMT

@hahaamen

Hmm....not quite the same. Is your koodo account postpaid? If so you can call the telus/koodo porting department.

Re: Porting out from Public Mobile to Freedom.

Econ — Wed, 30 Nov 2022 20:42:35 GMT

Yes I have seen that thread and sorry to hear you are experiencing a similar issue.

I tried calling Koodo port team as per Dunkman. Automated system. Entered phone. Says no port request. Automated system. Koodo Q try to schedule callback too busy it says.

no solution as of now. I believe there is an issue with public mobiles pat as I replied yes 24 hours ago and nothing happened.

Re: Porting out from Public Mobile to Freedom.

Econ — Wed, 30 Nov 2022 20:44:38 GMT

I’ve been a great customer for many years. I have brought several people here. I understand there are technical glitches. I just wish there was a realistic solution that doesn’t involve burning my time in various automated queues.

Re: Porting out from Public Mobile to Freedom.

darlicious — Wed, 30 Nov 2022 20:48:48 GMT

@Econ

This seems to be a bigger problem than pm its an issue with the telus automatic porting authorization system. Contact customer support and send "verbal"/written authorization as I laid out for the other customer in that thread (ignoring the refund advice). Once you get a response from pm customer support contact your provider to reinitiate the port request.

@J_PM

Can pm acknowledge that there is an issue?

Re: Porting out from Public Mobile to Freedom.

hahaamen — Wed, 30 Nov 2022 21:00:31 GMT

Called Koodo customer service and took me more than 2 hours and they told me my number has not been deactivated by public mobile and I need to talk to my sales agent.

BTW, I replied "Yes" twice to public mobile's port request message, and submit a ticket and sent a private message to public mobile, no any response yet.

Re: Porting out from Public Mobile to Freedom.

hahaamen — Thu, 01 Dec 2022 02:13:49 GMT

Re: Porting out from Public Mobile to Freedom.

darlicious — Wed, 30 Nov 2022 21:13:25 GMT

@hahaamen

Read my post in this thread about requesting a refund. Your account being closed indicates your port is complete. Your problem is with koodo. You do not require an active account to port from pm to koodo but you do need to "verbally" authorize the port. Speak with your new provider they are responsible for sorting out the porting issue....you are no longer a pm customer.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Did-anyone-give-up-porting-their-number-out-of-Public-Mobile-due/td-p/912368

Re: Porting out from Public Mobile to Freedom.

hahaamen — Wed, 30 Nov 2022 21:17:41 GMT

Thanks for kind reply, Darlicious, I made a call with Koodo supoort this morning, they told me my number is not eligible to be switched since PM has not deactivated my number. anyway, I will go to see my sales agent tomorrow as Koodo advised and see how it goes.

Re: Porting out from Public Mobile to Freedom.

Econ — Wed, 30 Nov 2022 21:30:33 GMT

I just received a PM in relation to the ticket I made, and they have a similar sentiment. That because I am leaving it is Freedom's problem not there's.

I will remind you that even though I am leaving public mobile now, that doesnt rule out any future business with public mobile, by my friends and family. As long as I am treated with respect as any good customer should be.

Re: Porting out from Public Mobile to Freedom.

dust2dust — Wed, 30 Nov 2022 21:37:50 GMT

Because it is on the new company to support port-ins. All you needed here was an active account and the sim in to reply. Which you did. The rest is up to the new company to figure it out. If they can't then maybe that's an indication of the technical prowess of the new company.

Re: Porting out from Public Mobile to Freedom.

Econ — Wed, 30 Nov 2022 21:41:04 GMT

dust2dust Actually you also need to receive a message asking you if you authorized the port. You need to reply yes or no. This is all done on Public Mobile's end. If that system is flawed it isnt Freedom's technical prowess at fault. Anyways I am not here to argue with people about who the better provider is. I enjoyed my time with Public Mobile. I was just hoping that someone here would be able to help me authorize the port out.

Re: Porting out from Public Mobile to Freedom.

darlicious — Wed, 30 Nov 2022 22:19:17 GMT

@hahaamen

Terminology is important in these situations....if you authorized the port request and pm released your phone number that act automaticalling cancels your pm account and deactivates it. If you cannot log in, the pm Sim card does not work and you call 1 855 4PUBLIC and it tells you that they cannot find your phone number then pm has done their job. I will send you the telus/koodo porting department phone number and you can inquire about the status of your port. Somehow your phone # is in no man's land or taking a swim in the hold number pool? You will need your pm account # or your IMEI # to give to the porting agent.

Re: Porting out from Public Mobile to Freedom.

darlicious — Wed, 30 Nov 2022 22:24:19 GMT

@Econ

Pm support is failing you for not offering you the option to "verbally" authorize the port. Send a message to customer support pre-verifying your pm account and formally authorize the port to freedom. Once pm acknowledges receipt of your message authorizing the port request immediately contact freedom to submit the port request. That should allow for the port to complete as pm will have your authorization to release your phone number.