topic Re: Transferring a number to a different carrier in Get Support

Transferring a number to a different carrier

Phantom35 — Fri, 29 Dec 2023 00:52:53 GMT

I lost my sim card and was transferring my public mobile number to a different carrier. I need to speak with someone from customer service ASAP!!!!!

Re: Transferring a number to a different carrier

Handy1 — Fri, 29 Dec 2023 00:54:23 GMT

@Phantom35 That could be an issue you need to have active PM account to port . But here’s the link for support

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Transferring a number to a different carrier

softech — Fri, 29 Dec 2023 00:54:47 GMT

@Phantom35

if would be easier if you are porting into Koodo or Telus

But still, you can open a ticket with PM support and see if they agree to help with your verbal approval with the port.

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: Transferring a number to a different carrier

Phantom35 — Fri, 29 Dec 2023 00:57:01 GMT

I did have an active port, I had replied yes to it but then the other carrier didn't receive it, so they sent it again but by then my sim wasn't working and I misplaced it.

Re: Transferring a number to a different carrier

softech — Fri, 29 Dec 2023 00:59:01 GMT

@Phantom35 wrote:
I did have an active port, I had replied yes to it but then the other carrier didn't receive it, so they sent it again but by then my sim wasn't working and I misplaced it.

@Phantom35 if your PM sim already not working, usually it is an indication that the port was done. Can you still login PM My Account (using email to receive 2FA since you don't have the PM sim card). If the system not allow you to login, it would be another indication that the port was completed. if that is the case, you should check with your new provider

Re: Transferring a number to a different carrier

Phantom35 — Fri, 29 Dec 2023 01:00:15 GMT

It wasn't complete, I was on the call with the new provider.

Re: Transferring a number to a different carrier

softech — Fri, 29 Dec 2023 01:01:33 GMT

@Phantom35 wrote:
It wasn't complete, I was on the call with the new provider.

@Phantom35 you would have to message PM support and see if they approve your verbal approval. if so, you will call your new provider back and ask them to resubmit the porting request

Re: Transferring a number to a different carrier

Phantom35 — Fri, 29 Dec 2023 01:02:26 GMT

It was working. Basically what happened was I had my PM sim, I received the active port, I replied "Yes" to it, and then I switched my sim to my new provider, misplaced the PM sim but then the new provider said that they didn't receive the response.

Re: Transferring a number to a different carrier

Phantom35 — Fri, 29 Dec 2023 01:03:40 GMT

How long does an agent take to reply back to a message? I have sent them a message asking for support.

Re: Transferring a number to a different carrier

softech — Fri, 29 Dec 2023 01:04:57 GMT

@Phantom35 wrote:
How long does an agent take to reply back to a message? I have sent them a message asking for support.

@Phantom35

depends on the ticket volume, usually on the same day. But if you waited an hour and still no reply on the community inbox, please message them once more.

Re: Transferring a number to a different carrier

Handy1 — Fri, 29 Dec 2023 01:05:11 GMT

@Phantom35 usually with in the hour sometimes longer but

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Transferring a number to a different carrier

HALIMACS — Fri, 29 Dec 2023 01:07:59 GMT

@Phantom35

The port authorization request is sent to PM (the provider you're LEAVING) to enable them to release the number to the new provider upon their request for the number to be ported to them.

If you replied "YES" to the port authorization request, as you claim you did, it's all on the new provider to secure the acquisition of the number from Public Mobile.

Insist they follow through on this - but ONLY if you really replied YES within the 90 minute window. If you didn't, the terms of the port authorization request were nullified.

Re: Transferring a number to a different carrier

Phantom35 — Fri, 29 Dec 2023 01:09:22 GMT

I did reply "yes" to the port message but they apparently didn't receive it or something, but by then I had misplaced my sim and lost it.

Re: Transferring a number to a different carrier

softech — Fri, 29 Dec 2023 01:13:06 GMT

@Phantom35 wrote:
I did reply "yes" to the port message but they apparently didn't receive it or something, but by then I had misplaced my sim and lost it.

@Phantom35

did you reply YES today? if so, around what time?

and can you confirm if you an login to My Account (using email to receive 2FA code). If you can login My Account, then your account really not ported out yet

Re: Transferring a number to a different carrier

Phantom35 — Fri, 29 Dec 2023 01:15:55 GMT

I got the message around 5:29pm and I responded "yes" at 5:30pm.

I can still login to My Account using email to receive the 2FA code.

Re: Transferring a number to a different carrier

softech — Fri, 29 Dec 2023 01:28:44 GMT

@Phantom35 wrote:
I got the message around 5:29pm and I responded "yes" at 5:30pm.

I can still login to My Account using email to receive the 2FA code.

@Phantom35 your account not ported yet, and hence your PM sim shouldn't be not working before you lost it

again, you have to open ticket with PM and ask for update on the port. I am not sure if you replied YES to that test late and missed the 90 mins. Please ask PM support for the port status

Re: Transferring a number to a different carrier

Phantom35 — Fri, 29 Dec 2023 01:31:40 GMT

I did not miss the 90 minutes, I replied before the 90 minutes.

I have messaged an agent using one of the linked someone provided, I am waiting now to see what happens.

Re: Transferring a number to a different carrier

Phantom35 — Fri, 29 Dec 2023 01:37:17 GMT

My new provider resent the port message to my PM number but I don't have that sim anymore, all I need is PM to accept and approve it and it'll be transferred to my new carrier.