topic Re: Issue with number porting and eSIM activation in Get Support

Issue with number porting and eSIM activation

JPec — Wed, 27 Dec 2023 00:54:56 GMT

Received the "We're having trouble transferring your request. Looks like you entered an incorrect ESN/MEID. I then received the eSIM activation failed message. However, I did get the text from ROGERS asking me to confirm the porting request. To which I replied YES.

Am I able to just retrigger the porting request and provide account number as opposed to the IMEI number? Will this resolve both issues? If so, how do I get this resolved?

Re: Issue with number porting and eSIM activation

Sansan — Wed, 27 Dec 2023 00:59:18 GMT

Yes you can re do it. I will send you another message with the number to call

Re: Issue with number porting and eSIM activation

Andy85 — Wed, 27 Dec 2023 01:09:38 GMT

Hi @JPec

I would suggest calling the Porting team so that they could retrigger the porting process for you. It appears like the transfer is stuck but they can restart the process. The number will be sent to your community inbox so keep an eye on the little envelop icon for an incoming message. Unfortunately, we cannot post phone numbers in the main community page.

After contacting the porting team, if you still encounter issues, I would recommend submitting a ticket to the customer service team for further support. You can use the link below to submit a ticket.

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 your community inbox so check it from time to time. (Little envelope icon on the top-right of the webpage if you are using a computer. Otherwise the messages section found by clicking your avatar if using your mobile phone).

Re: Issue with number porting and eSIM activation

Erik5 — Wed, 27 Dec 2023 01:14:39 GMT

Can you please send me the number too ?? my porting seems to have failed as well. Thanks !

Re: Issue with number porting and eSIM activation

Andy85 — Wed, 27 Dec 2023 01:19:23 GMT

@Erik5 Of course! I'll send it to your community inbox.