topic Re: Porting issues in Get Support

Porting issues

xfaiza — Thu, 23 Nov 2023 22:05:39 GMT

Hi,

I tried to port in a number from Rogers. I got a text on my Rogers line saying "We're having trouble transferring your number." I tried to put in the port again but I'm no longer able to. I'm wondering if this is an issue because I have two phone numbers tied to one account number with Rogers and that I should have used the IMEI of the phone and not the account number? Please help!

Re: Porting issues

Andy85 — Thu, 23 Nov 2023 20:48:35 GMT

Hi @xfaiza ,

You need to leave your old SIM in your phone so you will receive the text from your old carrier confirming you are porting over to PM. There will be a 90 minute window for you to reply or porting will be incomplete.

Also, your old account must be active before you can port over.

Re: Porting issues

softech — Thu, 23 Nov 2023 20:48:50 GMT

@xfaiza

Yes, better to use account number instead of IMEI

There is a number to call to talk to live support and update the info, 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: Porting issues

xfaiza — Thu, 23 Nov 2023 20:56:13 GMT

Thank you!

Re: Porting issues

xfaiza — Thu, 23 Nov 2023 23:58:34 GMT

I have have two phones, onw with my PM sim and the other with my Rogers sim, I never got the text to confirm port request, instead I got a text saying "We're having trouble transferring your number."

Re: Porting issues

Fd3 — Fri, 24 Nov 2023 16:30:25 GMT

HI, I am having the same issue: two lines and one account number.

Your assistance is appreciated greatly.

Re: Porting issues

hTideGnow — Fri, 24 Nov 2023 16:32:12 GMT

hi @Fd3 you still just need to provide PM thr account number and phone number and it will be good

will send you the Porting team number