Can text, call, but cannot receive calls.

[Kinanita1964]

I just set up this account and started a plan for my grandma. I went through the process and selected the option to keep her number and cancel her old plan with virgin. It all seemed to work but now calls to her phone will not go through, but from that phone i can make calls and send and receive texts. ????????????? help

[esjliv]

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@Kinanita1964 wrote:

Can't view anything on the account without this happening

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@Kinanita1964  - that can happen from time to time.

Try opening a tab in incognito mode to access self serve, or try on a totally different browser or device.

[BKNS27]

@Kinanita1964 

Looks like there was an issue with the website. I just login to my account and it seems to be working fine now.

If there is any problems, please let us know so we can help you further.

[Kinanita1964]

Can't view anything on the account without this happening

[Anonymous]

 @Kinanita1964 : Yes it sounds like the port authorization text wasn't confirmed. The old Virgin SIM had to be in a phone to do that.

So try another browser or use incognito mode or even a whole other device to do the change number.

The phone number will show up in several places:

Click on Plan Details

Click on the lower View My Usage:

Click on the upper View My Usage:

Then when you have that settled, you can go to Virgin and see if you can reactivate or start an account and pick up that old number. _Then_ port it over.

[Kinanita1964]

It's been a few hours now, I try to view my plan from the account page to see if it will show me the phone number but it gives me an error.

[hTideGnow]

HI @Kinanita1964   How long you have made the change?  Log off My Account and then log back in and see if it shows you the new number you just picked. 

then reboot your phone again and see if the new number set up yet.

[Kinanita1964]

I don't care about the old number at this point if I could just get a new number for the account that would be fine. I tried using the "change my number" feature on the account page but it did not work.

[esjliv]

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@Kinanita1964 wrote:

Thanks for the reply. Unfortunately the virgin plan has been cancelled as I thought that was what was causing the problem...How should I proceed?

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@Kinanita1964 - if you want that Virgin number, see if you can reactivate it with Virgin (if that is still an option).

[hTideGnow]

Thanks @esjliv   , sorry I missed that part

then look like  there is no way to get the number over here . and @Kinanita1964   needs to pick a new number and starts new

[esjliv]

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@hTideGnow wrote:

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@Kinanita1964 wrote:

It doesn't look like a text from virgin ever went through on the old phone.

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Hi @Kinanita1964  

Look like the porting was not successful.  There is a number you can call to confirm the porting status.   they will trigger the process again and you will need to reply the text within 90 minutes.

Please check your Community inbox, will send you the number there.

'

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Problem with that @hTideGnow . they cancelled their Virgin plan already.

So, Virgin cannot send a SMS authorization text for an account that does not exist.

[hTideGnow]

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@Kinanita1964 wrote:

It doesn't look like a text from virgin ever went through on the old phone.

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Hi @Kinanita1964  

Look like the porting was not successful.  There is a number you can call to confirm the porting status.   they will trigger the process again and you will need to reply the text within 90 minutes.

Please check your Community inbox, will send you the number there.

'

[Kinanita1964]

It doesn't look like a text from virgin ever went through on the old phone.

[esjliv · Accepted solution]

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@Kinanita1964 wrote:

Thanks for the reply. Unfortunately the virgin plan has been cancelled as I thought that was what was causing the problem...How should I proceed?

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@Kinanita1964 did you already reply YES to the SMS text from virgin?

IF so, perhaps the port is complete? But if you interupted the porting process, you will likely be given a temporary/new number with Public Mobile.

You may still be able to get the Virgin number if you can reactivate it with them.

Then port it over to Public Mobile.

Start with contact CSA, to see if the port was completed. Or at least get a temporary number to have services on the PM SIM card.

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:

Contact Public Mobile Representatives (CSA) by submitting a message(ticket) to them here: 

Private Message to Public Mobile Customer Support Agents (CSA)

[Kinanita1964]

Thanks for the reply. Unfortunately the virgin plan has been cancelled as I thought that was what was causing the problem...How should I proceed?

[esjliv]

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@Kinanita1964 wrote:

I just set up this account and started a plan for my grandma. I went through the process and selected the option to keep her number and cancel her old plan with virgin. It all seemed to work but now calls to her phone will not go through, but from that phone i can make calls and send and receive texts. ????????????? help

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@Kinanita1964  -

Firstly, please do not cancel the old Virgin plan.

If you activated with Public Mobile and porting the number during the activation process, the Virgin account will close automatically when the port completes. But if you close Virgin now, the port could still fail.

Incoming calls are the last to port over.

If calls are still going to Virgin, then use that SIM card until the calls stop coming.

Make sure you receive the SMS approval to port text from the Virgin SIM card, to complete the process.

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 on your device

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

If issues porting or transferring a number to Public Mobile, and it has been over 2-3 hours, submit a ticket here for help: https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=1ml7MK2dvkmM37lFcEM...