Assistance from PM employee required

[Buddy17]

I am setting up a new account and am in the process of changing my number from my landline to my new cellphone, I believe I am on the final step of that setup. The issue I have run into is the provider that previously held my landline phone number has released it to PM, so it's no longer connected to my landline and I have no way of accessing it. The final step of the transfer requires me to enter a code that PM is sending to my old landline number that is no longer connected, therefore I cannot complete the final step of the transfer process.

If someone at PM can fix this issue it would be much appreciated. 

[Buddy17]

No incoming or out outgoing calls.

Thank you for sending the link so I can contact PM directly, I think that should put me on the right track.

[hTideGnow · Accepted solution]

hi @Buddy17 

are you just not receiving inbound calls? or unable to make calls at all?

and you cannot just tag @CS_Agent  here as they don't monitor community posts.  You have to message them directly here

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

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage        

[Buddy17]

@CS_Agent

[Buddy17]

It has been well over 7 business days, the landline has been deactivated for two weeks now. The landline number was from Telus, when I spoke with Telus they said the number was released to PM and there is nothing they can do on their end.

@CS_Agent to your thread

[computergeek541]

---

@softech wrote:

@Buddy17 landline transfer takes as many as 3 to 7 business days. And transfer from landline does not require SMS approval.  

---

That above is true, but in the case of Bell Canada, that company infamously wont' release a landline phone number some of the time until first speaking with the departing customer.  They sometimes do this provide a sales/retentition offer to the customer.

[slusagm]

Is the landline active? You need an active line to port.  If the landline is no not active before your requested porting, it won't work and you need to sort it with your landline provider 

[Rastin]

When I did it with bell it took about 5 days for them to contact me to approve the transfer by phone call to the landline. The same as a sms but needed to talk to them to approve the transfer. First check and see if landline is still active. If it is you just haft to wait atleast 5 Business days. If landline not active anymore then you will need to contact PM using the chat bot or use the number softest gave you.

[softech]

@Buddy17 landline transfer takes as many as 3 to 7 business days. And transfer from landline does not require SMS approval. 

So, if you just requested porting today, it will take another couple days to complete 

Also, until the number is ported to PM, which will take couple days as I mentioned, you won't be able to login My Account as you won't be able to receive the 2FA code via SMS, getting 2FA won't be an option as you need to validate the phone moment via SMS once, which can only be done after the number is ported into PM

There is a number to call to talk to live support, they can  provide you the port status update.  I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) . Check the envelope icon on top right. Call them later if you need a status update