topic Re: Number transfer in Get Support

Number transfer

LeoDoodle — Sat, 26 Aug 2023 17:29:43 GMT

Morning - I'm becoming a little frustrated with this and I'm just getting started. Reaching out for some confirmation of process because there is little to no support from PM.

Setup a new account for my wife's phone, which is currently on Sasktel. Got the SIM yesterday. After work (around 600 Sask Time) Went through the activation process with PM through the app. Received a text from Sasktel saying that they received a request to transfer the number to PM. Asked for confirmation. Replied YES within 5 minutes. PM says that if the number isn't transferred within 5 hours to submit a ticket. I've tried, but it won't let me. I've contacted Sasktel this morning and they tell me that they have received everything they need, and it's on PM to complete the number transfer.

My question is: do I need to wait until Monday for this to go through, or does PM do number transfers on the weekend? Is there something I'm missing? The phone can send texts and can call out, but cannot receive texts or phone calls.

Thanks, LD

Re: Number transfer

hTideGnow — Sat, 26 Aug 2023 17:32:05 GMT

hi@LeoDoodle

can you make outbound calls?

if just transfer, i will send you a number to talk to live support in the porting support team, they can tell you the status. Please check your Community inbox

Re: Number transfer

Handy1 — Sat, 26 Aug 2023 17:34:17 GMT

@LeoDoodle There’s a number for live support that can give status up date if the port or re trigger it if needed will send you it private message

Add it’s also good idea to first check if number can be ported too @LeoDoodle

Check to see if # can be ported

https://secure.koodomobile.com/checktransfereligibilityparrot/default.do

Re: Number transfer

LeoDoodle — Sat, 26 Aug 2023 17:34:48 GMT

Morning - there's a number for Live Support? What is it? I'm sorry, but that's the first I've heard that. Thx

Re: Number transfer

LeoDoodle — Sat, 26 Aug 2023 17:35:57 GMT

Yes, I can make outbound calls and texts (from what I read, PM sets up a temporary number that allows that). I will have a look at my inbox. Thanks, LD

Re: Number transfer

Handy1 — Sat, 26 Aug 2023 17:36:32 GMT

@LeoDoodle Sent it to your community in box . Or use this link to it

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Number transfer

maple_leaf — Sat, 26 Aug 2023 18:28:32 GMT

@LeoDoodle , Sounds like you will need to get in touch with Customer Service for assistance with your port in from SaskTel, but just thought I would attach links to phone troubleshooting tips and port-in troubleshooting tips:

Basic Troubleshooting: (e.g., Have you powered off the phone and then back on since inserting the Public Mobile SIM card?) https://www.publicmobile.ca/en/on/get-help/articles/phone-troubleshooting-tips

Port-in Troubleshooting: (sounds like you have already reviewed this page) https://www.publicmobile.ca/en/on/get-help/articles/number-transfer-port-troubleshooting

Re: Number transfer

Priority — Sat, 26 Aug 2023 18:36:03 GMT

I have experience with Sasktel ports, I've done 3 of them in the last month and for one of them the Port also failed since I used the Wrong Account Number.

If her Sasktel SIM still has reception than what you need to do first is sign into your wifes Public Mobile Account and change her phone number back to a new temporary one within My Account, Profile Settings. You have to call the Public Mobile Porting Department and have them Cancel the Port on their end so you can resubmit the request.

After they've canceled it, you'll be able to Transfer that number again within Profile Settings and try again. The Sasktel will than get another Port Request you will have to reply yes to.

Re: Number transfer

maple_leaf — Sat, 26 Aug 2023 19:11:38 GMT

Hi @Priority , OP wrote "I've contacted Sasktel this morning and they tell me that they have received everything they need, and it's on PM to complete the number transfer. "

Re: Number transfer

Priority — Sat, 26 Aug 2023 18:48:33 GMT

If the Sasktel SIM Card still has service, than the Port didn't complete and needs to be canceled from Publics end to be resubmitted.

Re: Number transfer

LeoDoodle — Sat, 26 Aug 2023 19:08:06 GMT

Hi - called the number - got a very nice representative. He said that the request to do the transfer was cancelled by PM yesterday. Not sure why, Sasktel told me they received a response yesterday from me to their request to transfer the number, but whatever.

I had to put the old Sasktel SIM back into the phone and the PM rep reinitiated the request. I got a text request from PM (which I never received yesterday) asking if I wanted to transfer the number - I responded "1" - then I received the same request from Sasktel as yesterday. I responded YES and continued to chat with the rep - he said he couldn't see a response. So I had called Sasktel and got the PM rep and their rep on the phone together and Sasktel said they're not seeing anything - and they then indicated that they were taking the security restrictions off so that the request would go faster.

We sat on the phone (the three of us) for over half an hour, and nothing happened and no progress was made. I asked if there was any way to escalate this and Sasktel rep said no because anyone that would respond to such a request is off today because it's the weekend. I responded "Yes, because no one needs phone service on weekends." Silence on the phone.

Where it was left was that neither company would concede that they have a problem, and essentially pointed fingers at each other, and said that there's nothing that they can do except wait. So, I didn't feel like wasting anymore of my Saturday, and I let them go.

I still have the old SIM from Sasktel in the phone and it still works - so, I will have to sit and wait for one of the companies to blink and admit that there is a problem....

The lack of service is part of the reason I'm leaving Sasktel, and I appreciated being able to speak to someone at PM, but I am not happy with the solution.

Is there a way to back out of this and get a refund and throw the PM SIM out and start over with someone else? While this might get resolved, eventually, I'm not happy with how this sets up for the future.

Thanks, LD.

Re: Number transfer

Handy1 — Sat, 26 Aug 2023 19:11:40 GMT

@LeoDoodle pM is pre paid and typically no refunds but in your unique circumstances maybe they can make an exception for you . Here’s how to contact them and ask

private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Number transfer

LeoDoodle — Sat, 26 Aug 2023 20:06:56 GMT

Hi - I'm back on for the third time with Sasktel. Although I responded YES to their request to transfer the number, I received another text 90 mins later saying that the request had not been answered and it was being cancelled. Right after that, i got another text from PM asking if I wanted to do the transfer. Now, talking to Sasktel right now, they are saying that this is PM's fault (surprise...) but she has gone offline to talk to her higher level people.

This shouldn't be this complicated.

Re: Number transfer

Priority — Sat, 26 Aug 2023 20:12:57 GMT

After Responding 'YES' to the Sasktel Port Request with the Sasktel SIM Card in, make sure you get a message back that says 'We'll proceed with your request to transfer phone number to another provider'.

If you don't get that, than the Port wasn't approved on Sasktels end.

In my case, I used the wrong account Number when Porting in and even after Replying 'Yes', sasktel said it was going to proceed but never did which confused me.

Make sure to Reply 'YES' in all Capitals.

Re: Number transfer

LeoDoodle — Sat, 26 Aug 2023 20:13:01 GMT

Yes, thank you - I have been on the phone with Sasktel 3 times and had PM Porting rep on the phone at the same time. Sasktel says it's not their fault, and PM says it's Sasktel's fault. I don't know and don't really care who's fault it is, but I have wasted have of my Saturday playing phone tag and having each team point fingers at each other. Crazy....

Re: Number transfer

hTideGnow — Sat, 26 Aug 2023 20:15:31 GMT

HI @LeoDoodle

you can put your Sasktel sim back to the phone and it should be working

call PM team , ask them to re-imitate the porting, you will get a new sms to approve from Sasktel and reply YES once more

Re: Number transfer

Priority — Sat, 26 Aug 2023 20:15:33 GMT

If the Sasktel telephone number still has service on the Sasktel SIM Card, Then you need to change your phone number within the account profile on Public Mobile settings like I did and mentioned below, you then you have to call the Public mobile Porting Department to have them cancel the Port Request so you can resubmit it again.

You'll then be able to transfer number within profile settings on your Public Mobile Account to resubmit the Transfer.

Sometimes it takes two attempts, It doesn't always work the first time.

Re: Number transfer

LeoDoodle — Sat, 26 Aug 2023 20:18:13 GMT

Thanks for this - I have yet to receive a response like this to any of the texts I have received. I asked this of the Sasktel rep and they said there was no response that should come. I just got off the call with Sasktel and they told me that they don't know what the problem is. They have my phone number - I did not provide PM with my Sasktel account number - I gave my phone number in the request because I have multiple numbers with Sasktel within the same contract and didn't want them to shut the whole thing down. That would surprise me if that was the problem, but what you're saying is making me think that someone doesn't have the right information.

Re: Number transfer

LeoDoodle — Sat, 26 Aug 2023 20:20:50 GMT

Thanks - I would like to do this, but because of the information that Priority provided (that there should be a response from Sasktel when I respond YES, but I'm not getting it) I don't know that it will make a difference.

I will try one last time.

Re: Number transfer

Priority — Sat, 26 Aug 2023 20:22:22 GMT

Porting in over 100 Numbers for myself and Friend Referrals to Public Mobile I've become quite experienced and knowledgeable when it comes to the Transfer System. Whenever there is an issue I can't solve myself, I know exactly what needs to be done but sadly the inexperience of some reps make it impossible for me to get it done in a timely fashion.

I've been told misinformation so many times from both Sasktel and Public especially when it came to that Sasktel situation but I stood my ground and made it clear they we're wrong. The person your talking to on the phone, has probably never done something like this before and is reading a script off the computer in front of them to try and help you.