I just recently joined PM. Not receiving incoming calls

[Grandma6]

How can I know if my phone number as been ported from previous carrier? Why am I not able to receive calls?

[hTideGnow]

Thanks this is a good reminder I can reply on every post here.

but is that what OP needs now??

[CGO]

As you are on new points system, there is extra 1GB free date for you too. you need to login Rewards Account for it.

[CGO]

if old service was cancelled long time ago, you may just login self-account to change the number and get it working right away. Pain long waiting.

[Coverhiro]

@Grandma6 

If you message me, I could provide you the Telus Porting team number.

If you were able to reply Yes to their text message when you initiated the port out from the other company, it should be working. Also I received an email or message from my previous carrier letting me know that my service was terminated and will receive a final bill. I waited on hold with the Telus Porting team for over an hour to be told it was done successfully and that I should contact Public Mobile's team to get it sorted.

So when you need to do that, message a @CS_Agent  by clicking their name here.

Or follow these steps:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

I hope it works out for you.

[hycm53]

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@Grandma6 wrote:

Thanks for your response. I cancelled with my old provider a couple of months ago, so therefore, I don't know how they would be able to send me a text, cuz I no longer have any service from them.

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When you ported your phone number to PM, your previously account must be activate, but you cancelled it a couple months ago, so the porting is fail. And you can't port again.

The only way to fix your issue is login your self service account using computer and private or incognito mode browser , then pick up a new phone number and change it. Then logout. Then turn off your phone, wait few minutes then turn on it again. 

[computergeek541]

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@Grandma6 wrote:

Ok thanks. I guess I should go to a Telus service store and see if they can help me before I change my number.

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Please be aware that the staff at Telus stores cannot/will not assist with Public Mobile issues.  One of the main reasons for the Public Mobile brand is to provide any offering that is supported entirely online. 

[softech · Accepted solution]

@Grandma6   was your old number from Telus?  How long you had the number inactive?

If it was from Telus, maybe you have some hope.  Telus owns PM and PM might be able to reassign you the number.  But only if your number has been inactive not long ago and of course, not being taken yet

If your old provider was  Telus, try to open ticket with PM Support and explain them the situation:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[Grandma6]

Ok thanks. I guess I should go to a Telus service store and see if they can help me before I change my number.

[softech]

@Grandma6   for porting, your account on the old provider MUST be active.

You can either try to call back yoru old provider and see if they can do anything (reactivate for you temporary so you can port your account)

If not, you have no choice but to go to My Account and pick a new number.  

Sorry, these are the only 2 choices you have 

[Grandma6]

Thanks for your response. I cancelled with my old provider a couple of months ago, so therefore, I don't know how they would be able to send me a text, cuz I no longer have any service from them.

[walker1]

@Grandma6 

Of you're not receiving calls then your port request isn't done yet or it's stuck.

[softech]

@Grandma6 

A critical part to porting is to receive a text from your old provider and you have to reply YES within 90 mins.  If you are not receiving calls and text on your PM sim card and can only make outgoing calls,  then you might have missed the step and hence porting was not completed

There is a number to call to talk to live support,  they can re-trigger the process for you.  I will message the number to you via the Community inbox.  Check the envelope icon on top right.  Call them and get it fixed