topic Port out in Get Support

Port out

LauraGallacher — Mon, 06 Jan 2025 22:50:30 GMT

Hello. I have initiated a plan switch to Virgin Mobile and I have not received the sms from Public Mobile to authorize the change. Can someone please help me? I’m unsure if the VM or PM eSIM is in my phone.

Re: Port out

eddieO — Mon, 06 Jan 2025 20:15:22 GMT

@LauraGallacher you will need to leave the Public Mobile SIM or eSIM in your phone until you receive the confirmation email to port out, after that you can remove it. Try contacting Virgin Mobile and ask them to request the port again as it needs to come from them.

Re: Port out

BKNS27 — Mon, 06 Jan 2025 20:15:24 GMT

@LauraGallacher

You will need to reply to the text with YES confirming you are porting over to Virgin. There is a 90 minute window for you to reply.

The PM SIM will continue to work for about 2 hours until porting is completed. Once completed, the eSIM will stop working and your account will be closed and the VM linked to the eSIM will also be closed.

Staff at Virgin will help you in installing the Virgin SIM/eSIM and remove the PM eSIM once it is completed at their end.

Re: Port out

AK32 — Mon, 06 Jan 2025 20:18:47 GMT

Hi there, when porting out you must start the process with the new provider. Once PM receives the request, they will send you a text to confirm. Once you receive the text, you must respond within 90mins. It can take some time to receive the text, but if it is more than 24hrs i would reach out to your new providers support.

Make sure to keep your account open/active with PM until the port is 100% complete, and keep the PM sim in until you receive the text. If the account is closed, it cannot be ported. Once the port is complete, the account at PM will close automatically.

Re: Port out

LauraGallacher — Mon, 06 Jan 2025 20:32:01 GMT

And what if the VM eSIM has entered before I’ve received the sms text to authorize the switch?

Re: Port out

AK32 — Mon, 06 Jan 2025 20:36:17 GMT

If you have deactivated the PM Sim, you wont be able to receive the text from PM to respond "yes" to confirm the port.