topic Re: Number did not get ported from Chatr to PM in Get Support

Number did not get ported from Chatr to PM

SamDey90 — Fri, 03 May 2024 06:04:17 GMT

I find myself utterly dismayed and incensed by the recent events concerning the porting procedure I diligently followed with my previous service provider, Chatr. Despite assurances from both Chatr and PM, today has been an exasperating saga of incompetence and deception.

To my bewilderment, it has come to my attention that PM has bestowed upon me a different and entirely new number, one that miraculously supports both SMS and call services, contrary to the ordeal I've endured with my supposedly ported number.

I am beset with a multitude of questions:

Why, despite adhering meticulously to the porting protocol and receiving affirmation from both Chatr and PM, have I been arbitrarily assigned a new number?
How is it conceivable that the support agent, engaged for an entire day, remained oblivious to the fact that my previous number had been rendered defunct?
The support agent's audacious claim in their final message, "I've just refreshed your line..." begs the question: which line, precisely, were they referring to?
Throughout the day, I castigated Chatr Support for their perceived negligence, under the assumption that they were to blame for my ongoing issues. Yet, does PM Support lack the acumen to detect such a glaring anomaly and proceed as though everything was proceeding according to plan?

Was this entire debacle merely a farce orchestrated by PM Support?

I demand to be apprised of the steps PM intends to take to rectify this egregious situation. By rectification, I expect all services to be promptly restored to my original number. Should this prove unattainable, I shall insist upon the termination of all affiliations with PM, henceforth and indefinitely.

Re: Number did not get ported from Chatr to PM

softech — Fri, 03 May 2024 04:10:52 GMT

@SamDey90

when was the date you joined and when was the date you submitted the porting request?

Re: Number did not get ported from Chatr to PM

SamDey90 — Fri, 03 May 2024 04:12:57 GMT

Sim purchase, Porting Request start date: April 24, 2024.
Porting was completed today: May 3rd, 2024

Re: Number did not get ported from Chatr to PM

softech — Fri, 03 May 2024 04:14:26 GMT

@SamDey90 so, it is all completed today? you can make outgoing calls and receiving incoming calls on your PM sim card without problem? and your Chatr account now closed and the Chatr sim no longer functioning?

Re: Number did not get ported from Chatr to PM

SamDey90 — Fri, 03 May 2024 04:21:57 GMT

Yep. The old number is inactive, I cannot log in to my MyChatr app anymore with that number. The old sim card says SOS when inserted. Anyone calling my old number is told, "Number not in Service". This all got finished today by 3 PM EST/EDT.

The new number is working like a new sim card should messages and calls be outgoing and incoming as usual. I found this part 45 minutes ago approx.

Update: iMessage is not working. Only phone calls are working, to and from.

Re: Number did not get ported from Chatr to PM

Phil_Adelphus — Fri, 03 May 2024 11:33:59 GMT

@SamDey90 Is there any chance that your Chatr account was closed before the number was ported out?

Re: Number did not get ported from Chatr to PM

softech — Fri, 03 May 2024 12:08:10 GMT

@SamDey90 if incoming calls come to PM, the port was completed

with the iMessage and text issue, PM is having problem provisioning text capability for new activations. Since you are an iPhone user, iMessage activation by phone number will also be impacted without a working SMS.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Under-Investigation-Ongoing-Issue-Text-Me...

PM is working on a fix but for now, they can only resolve the issue on a case by case basis. Please open ticket with PM support by messaging CS Agent here:

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: Number did not get ported from Chatr to PM

Phil_Adelphus — Fri, 03 May 2024 12:12:32 GMT

@softech My understanding is that everything is working (except texting) but it's with a new number not the ported number. Which made me wonder if during the transfer the Chatr account got closed too soon.

Re: Number did not get ported from Chatr to PM

softech — Fri, 03 May 2024 12:16:57 GMT

@Phil_Adelphus

I understand the announcement said the issue affects new number, but from what I understand, the text issue affects new activations generally (ported numbers and new numbers). So, OP should have agent to help to reprovision the account so text would work

and in this case, OP confirmed incoming calls worked ("calls be outgoing and incoming as usual.")

Re: Number did not get ported from Chatr to PM

Phil_Adelphus — Fri, 03 May 2024 12:20:01 GMT

@softech The OP's complaint is that he/she was assigned a new phone number and not the one they were trying to port from Chatr. So getting the old number back is the priority I think, then the texting issue needs to be fixed.

Quoting "Why, despite adhering meticulously to the porting protocol and receiving affirmation from both Chatr and PM, have I been arbitrarily assigned a new number?"

Re: Number did not get ported from Chatr to PM

softech — Fri, 03 May 2024 12:28:04 GMT

@Phil_Adelphus maybe you were right, he did talk about new number old number

@SamDey90 did you get a new number and request porting AFTER? or you were requesting porting at the subscription process?

Re: Number did not get ported from Chatr to PM

SamDey90 — Fri, 03 May 2024 12:43:58 GMT

I do not think so. When I was informed by a Support Agent from the PM that the porting was successfully completed. I re-inserted the Chatr sim card and saw SOS only appear. Yesterday night 8-9 PM EST, the online account also went inactive with MyChatr app.

Re: Number did not get ported from Chatr to PM

SamDey90 — Fri, 03 May 2024 12:44:43 GMT

I thought so too, but the incoming calls are to my new PM number, which I never ever asked for.

Re: Number did not get ported from Chatr to PM

SamDey90 — Fri, 03 May 2024 13:01:21 GMT

I never raised a request for a new number. I always wanted to port. Logged into the PM forum with my old number, to go through the steps and so on. To avoid any missing instructions, I connected with a support agent, who confirmed porting was successful yesterday since Apr 24th I purchased the sim and service from PM. That is more than enough time I think to get any number ported from any service provided to another.

Re: Number did not get ported from Chatr to PM

Phil_Adelphus — Fri, 03 May 2024 12:56:31 GMT

@SamDey90 who confirmed porting was successful yesterday Apr 24th.

I think you mean porting was requested April 24 and completed yesterday May 3. It shouldn't take anywhere near that long cellular to cellular. When I ported from Chatr's tier 1 Rogers it took less than an hour. Usually one would sign in to one's PM account and initiate the transfer oneself there. So something went wrong somewhere, could Chatr have terminated your account after you called them? When did Chatr sim stop working?

Re: Number did not get ported from Chatr to PM

SamDey90 — Fri, 03 May 2024 13:02:40 GMT

Yes, I re-edited my reply. The Chatr sim stopped working yesterday as well in the morning. So I do not think they terminated anything too early.

Re: Number did not get ported from Chatr to PM

Phil_Adelphus — Fri, 03 May 2024 13:03:43 GMT

@SamDey90 Have you tried re-starting the phone with the PM sim in it?

Re: Number did not get ported from Chatr to PM

SamDey90 — Fri, 03 May 2024 13:22:24 GMT

I believe I have done so a million times since yesterday. You know what let me update here after doing it again right now.

Re: Number did not get ported from Chatr to PM

Phil_Adelphus — Fri, 03 May 2024 13:50:12 GMT

@SamDey90 Try calling the Koodo porting team number (they do PM as well), I will private message it to you and see if they can give any kind of status report. You may just get the answer that the Chatr number is not listed for porting. Then I would submit another ticket with Public Mobile support using the chat/message icon bottom right and say again briefly that "port failed". Although it seems unlikely, if Chatr closed the account before the port was complete then you would have to ask them to re-instate it for PM to try again. I know it is frustrating, my port and many others went smoothly and quickly but sometimes there's a glitch and unfortunately you seem to be one of the unlucky ones.

Re: Number did not get ported from Chatr to PM

SamDey90 — Fri, 03 May 2024 13:53:43 GMT

@Phil_Adelphus I just received a message from a CS Agent Public Mobile stating this.

"The porting team will need to review the transfer before the number is assigned to the account. Please rest assured that you will be able to use the number again. "

So what do you think?