topic Re: Port In Problem in Get Support

Port In Problem

Junius — Mon, 02 Dec 2024 01:38:07 GMT

Hi all,

I ported my number from Koodo this morning. I did reply to a text message asking for confirmation transfer from Koodo, and my Koodo sim card stopped working after that. So, it's been over 9 hours since initiating transfer at this point.

I activated an eSim with Public Mobile. I can see that my phone is connected to Public Mobile network, and eSim is displaying correct transferred phone number. However, I don't have mobile data connection, can't send or receive text messages, and can't make outbound phone calls. When I attempt to make a call, I get a 7B1 error message(phone not activated on network, contact support.)
The only thing that works is receiving calls. Caller's number is displayed as UNKNOWN though.

I have tried restarting the phone multiple times, activated and deactivated the eSim, reset Mobile Network a few times but nothing seems to solve this problem I'm having.

I did message the support team and the agent said she did an update in the back-end system and asked me to reset network but all of these did nothing.

Maybe I need to have this escalated to higher level of support team? I've never had problem porting between carriers before and this is quite frustrating.
Insights and suggestions would be appreciated.

Problem Summary
- ported in from Koodo, activated eSim
- connected to Pulblic Mobile network and eSim shows correct phone number
- no Data, no text(inboud/outbout), no outbound call(7B1 error, not activated on network)
- can only receive calls (caller shows as UNKOWN)

Re: Port In Problem

hTideGnow — Mon, 02 Dec 2024 01:38:46 GMT

hi @Junius

from what you said, if is notportomg related

make sure your old sim is gone. If physical sim, remove it. If the old is an eSIM, disable it on Sim Manager

then reboot phone and Reset Network settings

if same , ask support to help.

you can submit by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Support will reply via Community inbox here within 2 to 4 hours:

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

Re: Port In Problem

BKNS27 — Mon, 02 Dec 2024 01:40:13 GMT

@Junius

Yes you can ask to escalate by replying to the private messaging to the CS_Agent that the agent’s recommendation didn’t help.

Re: Port In Problem

Junius — Mon, 02 Dec 2024 02:09:06 GMT

Hey,
Thanks for your suggestion. The old physical sim car had been removed already.

The last response from the support was few hours ago so I guess I'll have to wait until tomorrow. I sent a new private message with all above detail to the support. Hopefully this will some time exchanging multiple messages back and forth.