topic Stuck Port? in Get Support

Stuck Port?

KevinBanks — Wed, 10 Apr 2024 02:48:20 GMT

I haven’t been able to receive calls or texts from most of my contacts and have no idea why? Reset my network settings but no good. Filled out a ticket more than a day ago but haven’t heard anything. Who do i need to talk to to get assistance, because I’m struggling to get a hold of someone and it’s very frustrating.

Re: Stuck Port?

softech — Wed, 10 Apr 2024 02:41:14 GMT

@KevinBanks

A critical part to porting is to receive a text from your old provider and you have to reply YES within 90 mins. If you are not receiving calls and text on your PM sim card, and only outgoing calls work, then you might have missed the step and hence porting was not completed

There is a number to call to talk to live support, they can re-trigger the process for you. I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) . Check the envelope icon on top right. Call them and get it fixed

Re: Stuck Port?

KevinBanks — Wed, 10 Apr 2024 11:34:15 GMT

Thanks so much for your reply. I thought it might have been a problem there too, but I did respond with a YES within a few min to initiate the transfer. And I called my previous carrier’s customer support line and they confirmed the number was transferred on their end successfully. Maybe I can still try that number though and talk to someone to troubleshoot the issue.

Re: Stuck Port?

softech — Wed, 10 Apr 2024 11:50:46 GMT

@KevinBanks can you make outgoing calls or can you use data with PM sim??

Reboot the phone once more and check incoming and outgoing calls (make sure you test calling yourself from non-Telus providers)

if your PM sim is still not fully functional, please open ticket with PM support for further investigation:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Stuck Port?

KevinBanks — Wed, 10 Apr 2024 17:16:41 GMT

Yes, I can call and send messages, but I can’t receive them. I’ll try rebooting again and if that doesn’t work I’ll try the chatbot again. I filled a ticket a couple of days ago and haven’t heard back yet though. We’ll see. Thanks.