topic Re: Disconnected during the port-in process in Get Support

Disconnected during the port-in process

Sharon1234 — Fri, 25 Apr 2025 22:06:03 GMT

Hi. I used to be a Public Mobile user, and I'm in the process of transferring to another provider. When I received a msg on Apr 23rd from Public Mobile that you guys have received a request to transfer my number to a new provider, to approve this request please reply "YES", I relied Yes. Then my service with Public mobile got terminated immediately. I haven't been able to use my phone for the past two days due to this, seriously impacting my business.

In a Port-In Process, Public Mobile should know that not until the transfer is over you should not cancel anything as that will make problems with the process. Also, I want to continue to use my old number. I'm aware that you can reactivate my number within 7 days of cancellation. Once you reactivate my line, there should not be any problem anymore because to begin with Public Mobile shouldn't have cancelled the lines as you should know that I'll will undergo the Port-In process.

Please reactivate my account and I shouldn't be the one to pay to get my account reactivated as this was Public Mobile's fault.

Best.

Re: Disconnected during the port-in process

slusagm — Fri, 25 Apr 2025 17:03:53 GMT

don't be upset at PM, it is your new provider that screwed up the situatoin.

when porting, the account here will only be closed after PM transferred your line to your new provider. it looks like there is a provisioning problem with your new provider, not a problem on PM side. So, you should ask your new one to check. if you see your PM account closed , it means PM has done their part already in this transfer

Re: Disconnected during the port-in process

Sharon1234 — Fri, 25 Apr 2025 17:09:41 GMT

PM shouldn't have disconnected my service until the port-in process is completed. I'm waiting for a reply from Public Mobile.

Re: Disconnected during the port-in process

Phil_Adelphus — Fri, 25 Apr 2025 17:09:55 GMT

@Sharon1234 As @slusagm noted, the onus is on the new provider to sort this out. In the meantime, tap the little v in a circle top right of your post and edit out your phone number, this is a public forum that anyone on the internet can see.

Re: Disconnected during the port-in process

TheSterlinger — Fri, 25 Apr 2025 17:12:16 GMT

Since you have indicated that your Public Mobile account is now closed and you would like to reactivate the account, you'd need to reach out to them directly to discuss if that is possible. You can message them at the link below.

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

If you dont wish to reactivate anymore, please reach out to your new provider to rectify what's happening with your phone.

Re: Disconnected during the port-in process

Sharon1234 — Fri, 25 Apr 2025 17:18:44 GMT

Okay thanks for sharing the link.

Re: Disconnected during the port-in process

slusagm — Fri, 25 Apr 2025 17:26:25 GMT

@Sharon1234 you can of course contact PM , but it is a problem with your new provider, you will have better luck to contact them first

Re: Disconnected during the port-in process

Dunkman — Fri, 25 Apr 2025 17:28:08 GMT

@Sharon1234

As mentioned already, the blame for your situation is with your new carrier. Public mobile did everything correctly by the book. Once PM got the request to port your number and confirmation text (yes text), it release your number to your new provider. It is your new provider's responsibility to set up your account properly with your PM phone number.

See what PM customer service agent says, but if you still want to port to new provider, you will need to get back to them first to set up your new account properly.

Re: Disconnected during the port-in process

Sharon1234 — Fri, 25 Apr 2025 18:08:01 GMT

I've received a reply from PM. Thanks everyone

Re: Disconnected during the port-in process

Sharon1234 — Fri, 25 Apr 2025 23:16:13 GMT

After Telus' been telling me for the past 2 days (I'd lost my service) that there is nothing that they can do and have Public Mobile reactivate my account so they can do a port-in process, they've finally confirmed that my port-in has been completed. What a joke. I'll be terminating my agreement with Telus but thought I'd share here that they have the worst customer service!!