topic Re: Failure on attempt to port in Get Support

Failure on attempt to port

ChrisL — Tue, 04 Jan 2022 23:06:41 GMT

Greetings Community.

I attempted to initiate the port of my land line to my PM account today, using the online self service form, but couldn't not get it to work.

There's the initial step to see if your phone number is eligible - this step succeeded and provided me the whole form to fill out to initiate the port. I did fill it out, and several attempts in a row resulted in a generic set of error messages, none of which seemed applicable:

Your Old Service Provider rejected your transfer request. Common mistakes:

• Account Number doesn’t match Old Service Provider records
• Equipment Serial Number doesn’t match Old Service Provider records
• Security PIN doesn’t match Old Service Provider records
• Alternate Contact Number format (should be 10-digits, no spaces, no dashes)
• Did not check the “I am authorized…” checkbox

To begin with, there was no box to provide the Account Number, but I did fill in the account number in the additional notes field, along with the service address (essentially the same as the billing address). I also included my PIN number for the account (not the password), even though the field is "Password" and not "PIN".

Not sure where to turn next. Is there anyone at PM who can initiate this for me, using private messaging to convey the relevant details?

Re: Failure on attempt to port

ChrisL — Mon, 04 Jun 2018 18:38:36 GMT

Hit "Post" without a proofread!

That's not "couldn't not", but rather "couldn't"....

Re: Failure on attempt to port

mimmo — Mon, 04 Jun 2018 18:40:01 GMT

mods can do the port for you, you need to send them the relivant info.

be aware landline ports can take a while to complete.

How can you get help with your account, activation, or service?

Please contact the Community Moderator Team to get gelp with you account.
They are Public Mobile support employees who can help with your issue (More details).
Click here to send them a private message.

In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

If you have a Porting issue, please also include:

The number you want to port, PM sim number, old account number, old account name exacly as on bill

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

Office Hours: Mon-Fri 9am to 9pm, and Sat-Sun 9am to 7:30pm [Totonto Time] from 9am to 7:30pm [Totonto Time].
Messages are replied to during business hours and in the order they are received
Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
There is no need to send multiple messages.

Additional Useful Information:

Search PM-GUIDE (remove "-" during the search) to find some informative posts and answers to many common questions about Public Mobile

Re: Failure on attempt to port

CS_Agent — Mon, 04 Jun 2018 18:41:48 GMT

Hey there CrisL, Sorry for the trouble this might've caused you, could you please send us a private message :D?

Re: Failure on attempt to port

ChrisL — Mon, 04 Jun 2018 18:57:23 GMT

Will send a pvt message right away, but let me say "wow", as in I can't believe how FAST you all are. That message was posted less than a minute.