topic Re: Number transfer and support issues in Get Support

Number transfer and support issues

m2g2 — Sun, 26 Nov 2023 14:43:15 GMT

Hi, I got a new SIM card and subscribed to a PC Mobile plan in a second attempt yesterday. I selected that the number should be transferred from my old provider.
There was quite a bit of confusion(overloaded servers, wrong sim card in phone,...), but eventually I got an OTP from PC Mobile and a text from my former provider asking me to approve the request. I did that, but it has been more than 5 hours and I still cannot reach my phone with the PC Mobile sim when calling my old number.
I also tried to open a ticket with PC Mobile via the chat (having created a community account before) but I only get to an error page (Error code XXX).

Re: Number transfer and support issues

Chalupa_Batman — Sun, 26 Nov 2023 14:47:34 GMT

Hi @m2g2

Here is how to reach a CS Agent to assist.

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

Re: Number transfer and support issues

Dunkman — Sun, 26 Nov 2023 14:48:40 GMT

@m2g2

First, just to make sure that your post shows a typo.

You signed up for Public mobile? You posted on the Public mobile (PM) website.

PC mobile is a different company and a different customer service.

Just let us know.

Re: Number transfer and support issues

m2g2 — Sun, 26 Nov 2023 14:54:24 GMT

Sorry, yes. I read PC Mobile somewhere else and thought it was a common abbreviation for public mobile. Thanks for the correction.

Re: Number transfer and support issues

m2g2 — Sun, 26 Nov 2023 14:55:24 GMT

Thanks, I will try that.

Re: Number transfer and support issues

Dunkman — Sun, 26 Nov 2023 14:58:07 GMT

@m2g2

With the Public mobile Sim card in your phone, are you able to call or text out? What about data?

Re: Number transfer and support issues

m2g2 — Sun, 26 Nov 2023 15:31:19 GMT

Just tested. I am able to call, text and use data with my public mobile sim. And it also shows the correct (i.e. my old Fido) number on the receiving side.

Redacted

CS_Agent — Sun, 26 Nov 2023 15:56:25 GMT

Redacted

Re: Number transfer and support issues

Dunkman — Sun, 26 Nov 2023 15:40:14 GMT

@m2g2 wrote:
Just tested. I am able to call, text and use data with my public mobile sim. And it also shows the correct (i.e. my old Fido) number on the receiving side.

@m2g2

Are you able to receive calls or texts then\?

Re: Number transfer and support issues

m2g2 — Sun, 26 Nov 2023 15:45:54 GMT

Nope. Calls go straight to voice mail and I don't receive texts.

Re: Number transfer and support issues

Dunkman — Sun, 26 Nov 2023 15:49:11 GMT

@m2g2 wrote:
Nope. Calls go straight to voice mail and I don't receive texts.

@m2g2

Then you have an incomplete port then. I will send your the phone number of the Telus porting team.

Check your private message inbox. Envelope icon on the upper right corner of website.

Re: Number transfer and support issues

m2g2 — Sun, 26 Nov 2023 16:44:59 GMT

Thanks for your help (also for the pointer where to find the private messages - I could not find them on the phone).

I successfully reinitiated the transfer via the phone number you sent me. The issue was that I did not confirm the Fido transfer confirmation sms within 90min (I had done the activation with the public mobile number in and only after 5hours I switched back to Fido to see why it was still not working. Then I got the sms to confirm but with the wrong time stamp, so I thought I would still be on time).