Help with transfer to Freedom Mobile

[rajat619]

Hello,

I want to transfer my number to Freedom Mobile but they are getting this error "The line is not active with the old carrier." They asked me to keep my existing Public Mobile service active and for my current number to be transferred over to them. I need help with this.

I created a ticket via chatbot yesterday but haven't received a reply yet. I can't call or text right now and it's urgent, so please look into it.

[rajat619]

Thank you! They just replied to me so hopefully this works out soon.

[rajat619]

I think so but I'll check again.

[slusagm]

then ask PM.  I know you already  send them a ticket.  But message them as well

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

[rajat619]

Thanks, but I had Freedom earlier and it worked fine for me. Public was fine but I need WiFi calling so going back to Freedom. I know I should have done more research before getting Public Mobile.

[rajat619]

I can't make any calls. My phone says "SIM 1 not provisioned" I'm afraid it's stuck in some intermediate state of transfer

[slusagm]

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@rajat619 wrote:

How do I check the service is not active? Are you guys saying I need to add funds even though automatic payment was setup and I didn't cancel the service?

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don't add more funds.  PM won't refund you if you put extra

as long as you can make calls on your PM line, the account is active.  

[Immune]

Just a caution - I did try out the least expensive Freedom plan for a month or so but did experience connection problems. The same app that loaded almost immediately while on PM data took much longer to load when on Freedom data. Also make sure that you get what you think you are getting. They do advertise all of their plans on 5G network that are not necessarily at 5G speeds.  Also - -- they do have live help but --in my experience anyway -- when by chat I asked the question with regards to plan speeds the agent was completely clue less and kept on repeating that all plans are on 5G network and seemed to have no idea about 3G - 4G 5G throttled  speeds.

[slusagm · Accepted solution]

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@rajat619 wrote:

I didn't deactivate it manually so not sure. On my account page, I see the Current Subscription Cycle is

Nov 24, 2024 - Dec 24, 2024

Freedom said there was an error while porting. The payment was automatic so I don't know what to do here.

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did you provide Freedom the correct PM account number?

this is likely something you have to sort out with Freedom then.  If the account is active and PM does not receive the request from Freedom, there is nothing much PM can do.  Please check back with Freedom to confirm you provided the correct phone number and correct account number

[rajat619]

How do I check the service is not active? Are you guys saying I need to add funds even though automatic payment was setup and I didn't cancel the service?

[Handy1]

@rajat619  Log into your PM account and make payment to keep it active so you can transfer number by leaving PM SIM card in the phone to reply YES to the confirmation text to port 

please use this link to load funds and trigger the renewal

https://myaccount.publicmobile.ca/en/account/payment/funds/card

[rajat619]

I didn't deactivate it manually so not sure. On my account page, I see the Current Subscription Cycle is

Nov 24, 2024 - Dec 24, 2024

Freedom said there was an error while porting. The payment was automatic so I don't know what to do here.

[hTideGnow]

HI @rajat619 

it is a rule across the industry that the line can only be ported from an active account, no exception.  If your line is current suspended, login to My Account, click Pay and Resume service button to make payment.   But if the button is not there, use this link to make a payment

https://myaccount.publicmobile.ca/en/account/payment/funds/card

But if the problem is that the line is active and you still cannot port , then you have to wait for support to get back to you.  Message them again and check Community inbox for support's reply

[slusagm]

But is your line currently active?  They were right that the line has to be active to port out the number.  If your line is not active now, login and make a payment to resume service, then you request porting