topic Re: Porting issue in Get Support

Porting issue

Anna_2023 — Sun, 26 Nov 2023 21:34:42 GMT

I got a problem at step 6 - Subscription not activated. I have this problem more than 24hrs and nothing changes.

Now I have "chatr" and want to change it for public mobile.

And I didn't get sms with change request.

Plz help me

Re: Porting issue

Hollister — Sun, 26 Nov 2023 21:36:16 GMT

@Anna_2023

I will pm you number to call. Check mail icon.

Re: Porting issue

hTideGnow — Sun, 26 Nov 2023 21:36:49 GMT

hi @Anna_2023

are you activating esim or physical sim?

if physical, try the sim in a phone first. But if esim, check if it is installed or check Welcome email and scan the QR code to install

if that does not help, submit ticket with CS agent here

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

Re: Porting issue

Handy1 — Sun, 26 Nov 2023 21:37:02 GMT

@Anna_2023 No worries I’ll send you the porting team number private message and they can re trigger the port request for you . But if you end up needing support I’ll leave you with that link here also

send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Porting issue

cha0tik — Sun, 26 Nov 2023 21:52:47 GMT

Can someone kindly DM me the # to call as well? I am having the exact same issue as OP.

Re: Porting issue

Cher25 — Sun, 26 Nov 2023 21:55:36 GMT

Same issue here. Could we have the phone number to troubleshoot? Account not activated when trying to log in & the number hasn’t been ported over. We called the previous provider & they said the request must come from the new provider & not from the customer.

Re: Porting issue

Anna_2023 — Sun, 26 Nov 2023 23:21:24 GMT

I called the number you sent me.

I called for the first time, connected to a live operator, explained the situation. The operator said that he would connect me with another operator regarding support issues with Public Mobile, and the connection was interrupted.

I called again but now the answering machine says that transfer reqest does not exist for this number.

I am using physical sim to transfer.

Re: Porting issue

hTideGnow — Sun, 26 Nov 2023 23:22:40 GMT

HI @Anna_2023

I suggest you to call again

At the same time, submit a ticket with CS agent here

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

Do both and see which routes get to the solution faster

Re: Porting issue

Cher25 — Mon, 27 Nov 2023 00:35:39 GMT

Could you send the number please. We’re having the same issue - Subscription not activated. Number has not been ported over.

Re: Porting issue

Anna_2023 — Mon, 27 Nov 2023 19:56:47 GMT

So, I didn't get any answer till now from CS Support and nothing changes in my app. Stage 6 - " Subscription not activated".

And my credit card was charged on Friday 😞 still can't use service