topic Re: Re-Try port from Public Mobile to Rogers in Get Support

Re-Try port from Public Mobile to Rogers

SusanaAlmeida — Sat, 29 Mar 2025 17:37:59 GMT

I need Public Mobile to retry the port to my Rogers phone.

I approved the original port request from Public Mobile to Rogers but it still hasn't been completed. My eSIM has since been disabled and I was assigned a temporary number from Rogers.

I tried calling Public Mobile Validation number and it says the port is still in progress. I don't know how the port will be retried if my original number has been disabled.

How can I have Public Mobile retry the port manually and send the request to my Rogers temporary number.

Re: Re-Try port from Public Mobile to Rogers

slusagm — Sat, 29 Mar 2025 17:05:56 GMT

if you port out of PM , the number won't help

you need to contact Rogers for update, not PM

Re: Re-Try port from Public Mobile to Rogers

SusanaAlmeida — Sat, 29 Mar 2025 17:14:26 GMT

Rogers Rep did contact us and asked us to have Public Mobile retry the port. When trying to contact Public Mobile, we we're directed to post in the Community.

I believe the port retry will need to happen to the temporary Rogers number since the eSIM was disabled when I accepted the port the first time.

Re: Re-Try port from Public Mobile to Rogers

Phil_Adelphus — Sat, 29 Mar 2025 17:20:37 GMT

@SusanaAlmeida The normal process is for Rogers to initiate the port. It sounds like Public Mobile already released the number. How long ago did you say Yes to the Public Mobile text?

Re: Re-Try port from Public Mobile to Rogers

SusanaAlmeida — Sat, 29 Mar 2025 17:24:47 GMT

We said Yes to the port as soon as we got the text message. Once that was accepted it disabled the eSIM on the mobile phone but did not move the phone number. So any new text messages to my old phone number will not be received.

That is why we're asking to retry the port to the temporarily assigned Rogers number since that is active.

Re: Re-Try port from Public Mobile to Rogers

Phil_Adelphus — Sat, 29 Mar 2025 17:27:52 GMT

@SusanaAlmeida We said Yes to the port as soon as we got the text message.

OK, but the question was how long ago was that? It can take several hours for a number to port and it is Rogers that needs to sort this out if it's been more than 5 hours or so.

Re: Re-Try port from Public Mobile to Rogers

hTideGnow — Sat, 29 Mar 2025 17:30:02 GMT

hi @SusanaAlmeida

if you replied Yes to PM, you can remove your PM sim or disable PM esim

reboot the phone and try the Rogers sim. If still does not work, please call Rogers. You are chasing the wrong carrier if you keep asking your question here

Re: Re-Try port from Public Mobile to Rogers

SusanaAlmeida — Sat, 29 Mar 2025 17:30:11 GMT

Sorry yes, it was accepted yesterday. We waited 24 hours before contacting Rogers again and the port still hasn't been completed.

Re: Re-Try port from Public Mobile to Rogers

slusagm — Sat, 29 Mar 2025 17:32:10 GMT

if port not completed, what did Rogers say? this is something Rogers need to work on. They can need to contact PM internally as you already replied yes

and can you login PM My Account? if you cannot, then your account is closed the the number already gone to Rogers

Re: Re-Try port from Public Mobile to Rogers

SusanaAlmeida — Sat, 29 Mar 2025 17:32:12 GMT

It is abit of a goose chase. We called Rogers and they directed us to Public Mobile. I would love to have a Public Mobile Rep to confirm what is happening on their end with regards to the port transfer.

If the Port transfer is still in progress, I'd like to know if its waiting on a confirmation (if they didn't receive the original acknowledgment), or if it has been handed over to Rogers.

Re: Re-Try port from Public Mobile to Rogers

SusanaAlmeida — Sat, 29 Mar 2025 17:34:04 GMT

I did login to the PM account and account still shows active. Am I not able to have Public Mobile just retry the port to the temporary number? Is this option not available for PM members?

Re: Re-Try port from Public Mobile to Rogers

Phil_Adelphus — Sat, 29 Mar 2025 17:36:09 GMT

@SusanaAlmeida The onus with porting is always on the receiving carrier. If something went wrong they may need to resubmit the port request. To get an answer from Public Mobile open a ticket at the chat icon bottom right of this page. If that doesn't work then send them a private message using this link

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

Re: Re-Try port from Public Mobile to Rogers

SusanaAlmeida — Sat, 29 Mar 2025 17:38:53 GMT

Thank you Phil,

I did try the chat but wasn't able to get anywhere. I will try the link you sent. I appreciate your response.