topic Re: Problems with incoming calls and texts in Get Support

Problems with incoming calls and texts

LBE — Mon, 19 Jun 2023 18:15:38 GMT

I have ported my number to new service with P.M. on Thursday or Friday past. I can make outgoing calls, or send texts to my wife, who also has new service with P.M., but I don't get anything from other calls coming in. I also cant send texts to others. I have access to my data. From what I read, I think I need some sort of network reset, but I can't get a ticket to create for service. What do I need to do?

Re: Problems with incoming calls and texts

softech — Mon, 19 Jun 2023 18:18:31 GMT

@LBE

A critical part to porting is to receive a text from your old provider and you have to reply YES within 90 mins. If you are not receiving calls and text on your PM sim card, and only outgoing calls, wok then you might have missed the step and hence porting was not completed

There is a number to call to talk to live support, they can re-trigger the process for you. I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) . Check the envelope icon on top right. Call them and get it fixed

Re: Problems with incoming calls and texts

hairbag1 — Mon, 19 Jun 2023 18:18:34 GMT

@LBE

check the little envelop icon is highlighted when I send you a phone number for port assiatnce.

Re: Problems with incoming calls and texts

hTideGnow — Mon, 19 Jun 2023 18:19:09 GMT

HI @LBE

your porting was stuck, I will send you a number to call porting team. Check inbox

Re: Problems with incoming calls and texts

LBE — Mon, 19 Jun 2023 18:33:53 GMT

I did get the text message, and I did reply with the "yes" as required. Strange thing, but during the weekend any attempts to call me went to the old service provider's voice-mail system. I called them today, and they acknowledged that, and then closed the old account. I thought that might fix the problem, but now calls say the line is not in service.

Re: Problems with incoming calls and texts

softech — Mon, 19 Jun 2023 18:36:49 GMT

@LBE your old provider close the account by mistake!! If porting is completed, you Don't need to call them to close the account. The fact that they let you close the account confirmed that the port was NOT completed

To get the port working, you need to

first, call the old provider and ask them to reactivate the account so the number can be ported out
Once that is done, and you can receive text on the old provider sim, call back PM porting team, the number I sent you, and they will retrigger the porting process.

Re: Problems with incoming calls and texts

LBE — Mon, 19 Jun 2023 19:44:54 GMT

Problem appears to be corrected! Thanks for the assistance!