I believe PM's backend system is quite reliable, but not their frontend webpage.
I suspect some browser and the cache just cause problem. They should update their website with some morden website technology.
AND, human mistake is quite common. You don't know you made a mistake untill the porting failed. Some people type one more character here and one less character there.
I suggest PM should add more foolproof design in their next verison activation system.
1. A confirmation page after the user enter the information.
2. Let user choose their previous carrier, prompt notification when user enter uncommon information (for example, Fido account number is 9 digit but user enter 8 digit).
I think they can add those feature in their next verison activation system
1. Provide estimated porting time
2. Provide APN setup instruction and troubleshooting
3. Direct them to the community
4. Send a email when the porting is taking longer then usual
Public Mobile can do so much more. It can really avoid many bad reputation and unhappy customer
@echf Good points about the user feedback and validation. I think it was easy for me because it's not my fourth or fifth time activating an account, so I knew exactly whta to expect. One line ported over in minutes, while the other took several hours. Both are normal in my experience going between any two carriers, and there's no real explanation for it. The line that had an actuve tab attached actually was faster.
I think a bit more feedback to the user would avoid a lot of request for support. That said, I do agree with @kav2001c that there are some fundamental issues on the backend that ends to be address. Things like future dated plan changes and use of same credit card for multiple accounts. Heck, the whole idea that you need a new email for each account.