topic Re: Phone number issue in Get Support

Phone number issue

Livia2 — Sat, 25 Nov 2023 07:41:08 GMT

Hi,

I recently purchased a plan with PM that included an e-sim. However, I encountered some issues during the number transfer process. When I was asked to transfer my number from my old carrier, I did not receive the text message. It is possible that I missed it because my phone automatically switched to PM and I did not see the confirmation text sent to my old carrier. Despite this, it appeared that my phone number had been transferred successfully.

To ensure that everything was in order, I called my old carrier to confirm the closure of my account, which I then proceeded to close. However, I soon realized that I was unable to make calls as I was informed that I had 0 minutes left. In response, I purchased $34 and added it to my balance. I asked people to call and text me, but unfortunately, I did not receive their calls and they were informed that my number was not assigned. As a result, I decided to change my phone number.

However, even after changing my phone number, my phone's settings still display my old phone number, and I am unable to find a way to update it in the settings.

While my data connection is working fine, I am unable to make phone calls. It seems that I am using my old number for internet access, and the new number is not functioning properly.

I am feeling quite confused at the moment. Could you please advise me on what steps I should take to resolve this issue?

Re: Phone number issue

kb_mv — Fri, 24 Nov 2023 14:40:53 GMT

@Livia2 Definately a porting issue. Not sure what can be done now as you have closed your old account. I'll message you a number to call. Check in a few minutes for it. If they can't advise on what to do you will probably need to pick a new number.

Edit: Perhaps your old provider can reopen your account to allow you to port out.

Re: Phone number issue

Phil_Adelphus — Fri, 24 Nov 2023 15:23:05 GMT

@Livia2 Since you can't phone out I'm not sure it is 100% a porting issue - if the porting team suggest contacting PM customer service here is the link to send them a private message

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

Re: Phone number issue

Livia2 — Sat, 02 Dec 2023 14:29:25 GMT

Thanks, yes you were right I called and I solved this issue