topic Re: Port Failure in Get Support

Port Failure

MagdaA — Thu, 30 Nov 2023 02:20:36 GMT

I ported my number to PM from Virgin and then I went to port it back. I never received the text of accepting the confirmation and now Virgin is telling me I need to contact PM so they can cancel the request. How would I go about doing this and is there anyway I could do it? Haven't had my phone working now for 5 days.

Re: Port Failure

Hollister — Thu, 30 Nov 2023 02:28:56 GMT

@MagdaA

you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

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Keep an eye on the envelope icon in top right hand corner for a reply from the agent.

Re: Port Failure

hTideGnow — Thu, 30 Nov 2023 02:44:31 GMT

HI @MagdaA

was your PM service working and able to receive text?

Call Virgin first and ask them to reinitiate the porting request

if same, please submit a ticket with CS Agent and ask them to check if they got the porting request from Virgin
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Port Failure

Andy85 — Thu, 30 Nov 2023 03:46:43 GMT

Hi @MagdaA,

Is your old SIM card in your phone? Try to close your phone and reopen it. Do you see the confirmation text if you do that. Considering it has been 5 days already, please contact the customer service team ASAP so that they can investigate and resolve the issue for you.

You can submit a ticket by using the following link:

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

Please be sure to explain the issue to them. They will respond to you in you community inbox to check it from time to time. There might be delays to get a response so hang in there and let us know if you have any more questions.