topic Re: Need help completing number porting in Get Support

Need help completing number porting

ceerokuro — Tue, 29 Aug 2023 01:53:20 GMT

Hello, I just ported over my number but I was told that the process was not complete because the IMEI number I provided was invalid. I've been trying to get in touch with someone to assist me with this but to no avail. Can I get some help?

Re: Need help completing number porting

Priority — Tue, 29 Aug 2023 01:55:15 GMT

Do not use the IMEI to Port in, use your Previous Providers Account Number.

It never works with the IMEI Number and shouldn't even be an option for Porting in a Number.

Re: Need help completing number porting

NDesai — Tue, 29 Aug 2023 01:56:09 GMT

@ceerokuro It's always recommended to provide an account number. Providers do not update IMEI so that is never a good idea to provide that info for porting. Unfortunately, if you already created a ticket, you will have to wait for their reply. They will have to re-initiate the porting request. Keep an eye out for a Private Message from them. You will also have to reply to a text message from your old provider sim within 90 mins to allow porting in.

Re: Need help completing number porting

Priority — Tue, 29 Aug 2023 01:56:19 GMT

You'll have to Cancel your Port and have it Resubmitted by Calling the Telus Porting Department or contacting a Customer Support Agent.

'Contact a Customer Support Agent'
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Need help completing number porting

Priority — Tue, 29 Aug 2023 01:58:58 GMT

@NDesai The create a Ticket link doesn't work, it hasn't been working since late May.

Re: Need help completing number porting

Priority — Tue, 29 Aug 2023 01:59:57 GMT

You can also Resubmit the Port yourself by Changing your number back to a default one, than you'll be able to 'Transfer Number' in again.

Re: Need help completing number porting

NDesai — Tue, 29 Aug 2023 02:02:16 GMT

@Priority wrote:
@NDesai The create a Ticket link doesn't work, it hasn't been working since late May.

Ahh, they still haven't fixed it 😞

Re: Need help completing number porting

Priority — Tue, 29 Aug 2023 02:03:31 GMT

Nope, unfortunately not.

I'd recommend changing your direct link from 'Create a Ticket' at the bottom to 'Message an Agent'.

Re: Need help completing number porting

softech — Tue, 29 Aug 2023 02:06:30 GMT

@Priority wrote:
You can also Resubmit the Port yourself by Changing your number back to a default one, than you'll be able to 'Transfer Number' in again.

@Priority

Actually, it is very dangerous to ask people to pick a new number first and resubmit porting request. There are situations that the number in fact already passed over to PM and just not setup properly yet. If OP choose to change to a new number in this case, the ported number would have been lost (return back to original provider).

In OP's situation, best to either open ticket with PM support or contact Porting team, confirm the porting status and provide the correct porting information (account number) if needed. This is in a fact a very quick process and without the risk of losing the phone number

Re: Need help completing number porting

ceerokuro — Tue, 29 Aug 2023 02:13:51 GMT

Thanks all, I finally resolved this after I found the number for the CS department when they left me a voicemail on my alternate phone number (thank goodness for that!). I gave the agent my old account number like you all suggested, and he was able to complete the process.

... but I have to say, I wish PM didn't make it so difficult to get help. I tried creating a ticket at first, but the link was broken and the chatbot took me around in circles when all I wanted was to speak to someone. I also could not find a number anywhere, so that was frustrating. I know this is a Telus flanker no-frills brand, but it scares me to think about any issues I might have in future where I'd need to contact support again.

Anyway, thanks all once again.

Re: Need help completing number porting

LitlLdy — Tue, 29 Aug 2023 02:17:24 GMT

@ceerokuro , that’s great to know it was fixed for you! 🙂

I know it’s frustrating but you are welcome to always come back to the Community to ask for help 1st & if we are unable to help you we will always provide a working link so you can contact CS_Agents. Most times we can figure out a fix though. 🙂

Re: Need help completing number porting

computergeek541 — Tue, 29 Aug 2023 03:56:18 GMT

@Priority wrote:
Do not use the IMEI to Port in, use your Previous Providers Account Number.
It never works with the IMEI Number and shouldn't even be an option for Porting in a Number.

I do agree that IMEI should be avoided, but it actually does often work for number porting. Also, there are times that the IMEI is supposed to be used as nether SpeakOut Wireless nor Petro-Canada Mobility have account numbers that can be used for porting.