01-02-2018 11:03 AM - edited 01-04-2022 03:13 PM
Hi everyone,
Last night, I transferred three accounts from Rogers to PM. Two of the accounts (mine and my wife's) are iOS devices, and one (my daughter's) is an Android device.
Everything seems to have gone well with my account and my wife's, but there has been a transfer glitch with my daughter's. She seems to have full service, but her account is still live with Rogers.
Here is what I experienced:
Website interaction
Account/Phone Number Transfers
Phone service:
This morning, I called Rogers to ensure that our accounts had fully transferred over and we would no longer be billed. They told me that both my account and my wife's had fully transferred over to PM, but that my daughter's account was still active with Rogers. They also told me that there is an issue on the PM side, which PM needs to resolve.
If Rogers cancels my daughter's account, then she will lose her phone number. We don't want this to happen.
Summary
What I need
If it helps with anyone's suggestions, I have an extremely technical background, and I'm very familiar with carriers, their plans, how this process works, etc. But, I'm new to PM. I don't know if this is the correct forum to post this request, as this is too public of a forum to send private information. If this is not the correct forum, please point me in the right direction or how to get in touch (electronic or otherwise) with a PM employee who can resolve this. I unsuccessfully searched through the forum messages for a similar experience, and I also looked at the PM Facebook site (which pointed me back here).
Thanks in advance!
D
01-02-2018 12:05 PM
Hi all,
It turns out there is also another issue. I apparently hadn't tried calling my wife's phone from a number outside of the PM network. When I do, I get the message, "The cellular number you have called is not assigned. Please check the number and try the call again."
I'm pretty sure this automated attendant message is also Rogers', so it looks like my wife's port may not have happened correctly, either. On Rogers' end, they say the number has been transferred.
These are not auspicious beginnings...
I have messaged the Moderator_Team about both of these, now.
Thanks for your replies. I haven't heard back from them yet, but I'll update this thread with any results.
D
01-02-2018 11:41 AM
Welcome to the service and thank you for sharing the activation experience. This will be helpful to other new customers. Anyway, it is likely the porting failed on one of the accounts. These things can happen. The moderator team should be able to resubmit the port. As for what to do on the Rogers side, make sure that they leave the account in active status so the number can be ported.
01-02-2018 11:07 AM
Hi @Distinctly,
Thank you for the detailed breakdown of the events and analysis. It appears that your daughter's port encountered an issue during the transfer process and it will need to be looked at by the Moderators.
Please send a message to the Moderators using the below link and be sure to include your daughter's account details such as account number, phone number, pin and desscription of the issue:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
The Moderators will be able to complete the port for your daughter.
01-02-2018 11:06 AM
Welcome to PM
you need o get the mods toresrat the port.
Contact the Moderator_Team by clicking here.
In your message include:
- account email address , pin number if possible
- PM phone number
- explanation of what is happening or a link to this thread
- if its a porting issue include your sim number, old account name and account number
01-02-2018 11:05 AM
Just an addon note:
I just found the option to send a private message to Moderator_Team.
I'll update on my experience for others' future reference.
D