topic Phone issue in Get Support

Phone issue

Tinakcummings — Tue, 11 Jul 2023 14:23:08 GMT

I hooked up my daughters phone yesterday, you never ported the number and she hasn't had service for 2 days which I have already paid for. She was with lucky and I think this i made a mistake transferring with you because I am getting no help, and totally unacceptable paying for service when it doesn't work

Re: Phone issue

softech — Tue, 11 Jul 2023 14:27:07 GMT

@Tinakcummings

Can you at least make outgoing calls?

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: Phone issue

Handy1 — Tue, 11 Jul 2023 14:30:19 GMT

@Tinakcummings Please message support

message support directly

while your already here and logged in the community you can send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Phone issue

BKNS27 — Tue, 11 Jul 2023 15:29:18 GMT

@Tinakcummings

The most important step in porting process is to reply to the text from Lucky with YES with the Lucky SIM in the phone. If this step was missed or replied after the 90 minute window…porting will be aborted. This sounds like your daughter’s case.

You will need to contact a CS_Agent to restart the porting process for you but leave the Lucky SIM in her phone. Since porting was cancelled, the old SIM should still work and reply to the text when an Agent restarts the porting process.

If you did reply to the text then reboot her phone by powering off the phone then power back on.

BTW, we are customers like you on this public forum.