topic Re: Porting my line from Fido in Get Support

Porting my line from Fido

yy118yi — Fri, 10 Nov 2023 12:56:16 GMT

Hello, I ported my line online last night around 20:30 PM EST, I got all the confirmation indicating everything is successful, it is showing the Public e-sim card and Public network on the phone, but the phone can't receive inbound call nor text, it can dial out or send the text out. At the same time, I can still see this line under Fido account. Please advise and help. Thanks!

Re: Porting my line from Fido

Phil_Adelphus — Fri, 10 Nov 2023 12:59:46 GMT

@yy118yi I will private message you a number to call for the porting team to assist you. Check your community inbox in a few minutes as the number is not to be posted on this public forum. Watch for a red mark on the envelope icon top right or click on your avatar and select "Messages".

Re: Porting my line from Fido

yy118yi — Fri, 10 Nov 2023 13:01:52 GMT

ok thanks!! and thanks for the quick reply!

Re: Porting my line from Fido

yy118yi — Fri, 10 Nov 2023 13:03:22 GMT

Can I ask what is this porting team working hours?

Re: Porting my line from Fido

Phil_Adelphus — Fri, 10 Nov 2023 13:09:30 GMT

@yy118yi I don't know, sorry. Regular PM customer support is 9a.m. to 10 pm EST but the porting team is separate from that. Maybe someone else who knows can chime in. Does it not give any indication when you phone it, or you haven't tried yet?

Re: Porting my line from Fido

yy118yi — Fri, 10 Nov 2023 13:20:09 GMT

I just phoned, but it did not say actual hours, I will wait till 09:00 then.

Re: Porting my line from Fido

Phil_Adelphus — Fri, 10 Nov 2023 13:40:45 GMT

@yy118yi Have you rebooted the phone?

Re: Porting my line from Fido

yy118yi — Fri, 10 Nov 2023 14:10:06 GMT

I did it earlier in the morning...

Re: Porting my line from Fido

Phil_Adelphus — Fri, 10 Nov 2023 14:12:53 GMT

@yy118yi OK. No luck getting through to the porting team yet? If you still can't connect, another option is to private message PM customer service agents using this link

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

You'll need to check back to your community inbox for a reply.

Re: Porting my line from Fido

yy118yi — Fri, 10 Nov 2023 14:14:26 GMT

Phoning the support number, looks like it starts at 09:00, it just kept ringing nobody picks it up. BTW, when I ported my number last night, I input the phone's IMEI#, not my Fido account# because these are 2 options. Is this could be the cause?

Re: Porting my line from Fido

yy118yi — Fri, 10 Nov 2023 14:16:46 GMT

Thanks again. I will try this later. The support line just kept ringing. nobody picks it up. Maybe the team is busy

Re: Porting my line from Fido

hTideGnow — Fri, 10 Nov 2023 14:18:11 GMT

HI @yy118yi

just call again, you should be able to at least connect and wait, but the wait could be long sometimes

Re: Porting my line from Fido

yy118yi — Fri, 10 Nov 2023 14:20:36 GMT

Re: Porting my line from Fido

yy118yi — Fri, 10 Nov 2023 14:21:14 GMT

Thanks, I will keep trying. When I ported my number last night, I input the phone's IMEI#, not my Fido account# because these are 2 options. Is this could be the cause?

Re: Porting my line from Fido

Phil_Adelphus — Fri, 10 Nov 2023 14:21:31 GMT

@yy118yi Yes possibly, people have reported problems when using the IMEI instead of the account number

Re: Porting my line from Fido

yy118yi — Fri, 10 Nov 2023 14:54:27 GMT

Hello, was able to speak someone. I think the issue was Fido could have sent the phone a message to confirm the transfer last night, we need to reply within 90 minutes. I did not recall we got any text message, but I do not have the phone now. The support team will help to resend the "porting" request to Fido later this afternoon to see what happens.

Re: Porting my line from Fido

Phil_Adelphus — Fri, 10 Nov 2023 15:17:44 GMT

@yy118yi Yes the porting confirmation from the old provider has to go to their sim which should be left in the phone until you have replied YES to give them permission to release your number to PM. Are you saying you no longer have the Fido sim?

Re: Porting my line from Fido

yy118yi — Fri, 10 Nov 2023 15:43:12 GMT

Fido sim card is still left on the phone...this was my son's phone, I was working with him side by side, he was saying he did not receive any text. Anyway, we will try it again this afternoon. I need to call the support team, they have to resubmit the porting request, and we will watch closely the text from Fido. Thanks for all your time!!