Calls

[Ramalho1988]

Incoming calls not working

[0PX9O4]

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@Ramalho1988 wrote:

The other sim is locked so can’t get into the SIM card 

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@Ramalho1988

Please understand that this is a public forum, and that most of us are PM customers, just like you. Posting a single sentence with no additional information doesn't provide a lot of information, and we are unable to look up your account to unearth anything other than what you share with us.

Please provide more context and information if you are seeking specific help from the forum.

Alternatively, you can reach PM's customer support by creating a ticket with SIMon the chatbot on the lower right hand corner of this screen. Or instead of that, you can choose to send a private message to @CS_Agent

[Nezgar]

@Ramalho1988 if the previous carriers SIM is  locked, you may need that carrier to assist unlocking it (via PUK key) ie if it was locked by entering a wrong PIN code too many times, along with active service from them, so that you can receive the port-out confirmation text and be able to reply "YES" to it before swapping back to the Public Mobile SIM...

[Yummy]

Your service with OLD provider have to be active if you are porting to PM.

[softech]

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@Ramalho1988 wrote:

The other sim is locked so can’t get into the SIM card 

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@Ramalho1988 

Your other SIM means your SIM from the old proivder?

Sound like you are trying to port, was the account active?  were you able to still use the service from your old provider?

[t_p]

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@Ramalho1988 wrote:

The other sim is locked so can’t get into the SIM card 

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@Ramalho1988 

What do you mean by that? Is your account with the old carrier in good standing when you requested the porting?

Try contacting them and give verbal approval to the transfer and restart the process.

[esjliv]

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@Ramalho1988 wrote:
Incoming calls not working

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@Ramalho1988 

Did you port over recently?  Try one or more of the below:

*turn off your phone, leave off for a few minutes, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*reset network settings

*try the SIM into another compatible phone to see if incoming calls work.

*check to make sure your Do Not Disturb has not been accidentally turned on.

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

You said other SIM is locked? Was the previous account cancelled?

You can only transfer/port in a phone number from an active account (some possible exception if there is an account under the "Telus family").

Cell phone porting takes about 2-3 hours to complete. 

Incoming call are usually the last to port over.

I will private message you the Telus Porting Phone number to call and check if this is a stuck port/porting issue.

You could also submit a ticket with Customer Support if there are porting issues as well.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Customer Support Agents (CSA)

[Ramalho1988]

The other sim is locked so can’t get into the SIM card 

[cellphoneuser1]

@Ramalho1988 Did you ask for number to be ported here?  Incoming calls don't work until the porting is finished. That takes an hour or two after replying YES to the message from the old company.  You need to be using the old sim to receive that message.