Blocked Phone Number

[kathylauzon]

I am changing service provider FROM Public Mobile to Telus.  I need my phone number unblocked from Public Mobile.

[Phil_Adelphus]

@kathylauzon  My renewal date is January 17th  

So if Telus have been trying for two weeks, they started close to your last renewal?  You're certain that the PM renewal went through?   Usually people wait until close to their next renewal before porting since there is no pro-rated refund.  Just trying to understand what might have happened.

[kathylauzon]

My renewal date is January 17th  

[kathylauzon]

Yes, I have been receiving messages from others, but have not received one from PM  I went to Walmart yesterday as they used to be the PM provider but they don's deal with them anymore.  There was a gentleman at the desk going through the same thing. I don't want to change my telephone number as you can well imagine.

[Phil_Adelphus]

@kathylauzon  So Telus is sending port requests to Public Mobile but for some reason you are not getting PM's text message authorizing the port?   Are you receiving SMS messages ok from friends and family?   It seems very odd otherwise since Public Mobile doesn't "block" the number, they're not even allowed to and people are porting in and out all the time.  It sounds like something else is going wrong somewhere.  If you want to take this up with Public Mobile customer service you can 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 

It's also a bit surprising that Telus can't do something about it at their end.  Since you've been trying for a couple of weeks is there any chance that auto-renew failed (unlikely if the phone still works), or are you a long way from your renewal date?

[kathylauzon]

Telus has been trying for the last two weeks to get PM to unblock my number.  My account is in excellent standing.  Not sure why PM is making this so difficult.

[hTideGnow]

hi @kathylauzon 

PM won't block the number.  You just need to make sure the account with Pm is active

but since you are going to Telus and Telus owns PM, they might be able to port the number into Telus even the PM account is suspended.  But to confirm, you need to contact Telus support and they will decide what and how to do 

[kathylauzon]

Public Mobile is making this request very difficult.  I need them to unblock the number.  Any suggestions?