I need to ask, if a PM Num was ported out, without the owner's consent, can the Port be reversed?

[makkahn28]

Having an issue and just found out via a PM Agent on this, but not sure if Port out can be undone and Num ported back to PM under the same Plan and all that

[esjliv]

@Anonymous  - late to this dance. OP already contacted CSA, and got an answer back.

[darlicious]

@makkahn28 

I'm happy to hear it's been sorted....strange it took so long to notice there was no service. While extremely rare I have heard of one otber accidental port out after the new fraud protections were put in place industry wide. Purchase an unactivated sim card and then just remit the reciept to pm for a credit to be applied on the account

[Anonymous]

@makkahn28 

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent,

• you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..

[hTideGnow]

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@makkahn28 wrote:

So, anyway, after contacting PM agent, was told that Number ported out Oct 31 2021, and A/C Deactivated 

Now, Was told Phone Number was retrieved, But I will require a new SIM and then to regain access to the Self-Serve Portal to complete everything

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Hi @makkahn28 

Glad it is an happy ending in the end!!

But I have a question, if the number was ported out, there is a new owner. Why would the new owner surrendered the number now?  It sounds like an error on PM side.  I would push and ask what happened.  If it is really PM issue (maybe ported out the wrong number, or given out the number to a new activation (it is a very common issue with Telus activation portal!!) , I would ask for them to cover the cost for the new SIM card as well.  

[makkahn28]

So, anyway, after contacting PM agent, was told that Number ported out Oct 31 2021, and A/C Deactivated 

Now, Was told Phone Number was retrieved, But I will require a new SIM and then to regain access to the Self-Serve Portal to complete everything

[makkahn28]

When I went to a Koodo Store at the Eaton centre, Koodo rep asked for me to call *611 first, then after I called out using the Affected Phone, then tried calling in using my phone, and 2 messages, U5T1, the Number you're trying to reach is not equipped to receive incoming calls

U5T1, The phone is not activated on the Network

[makkahn28]

The thing, I am the person who is paying for this, the CC under my name

As my Uncle has a Disability, and is not as Tech literate, and it began when my Uncle said that his old phone had issues charging, so a New Phone was ordered via Amazon, which happened around Oct

[makkahn28]

I am the person who takes care of this, as well as mine and my Parents who are also on PM 

Now, a PM agent did mention that the A/C was deactivated Oct 31 due to Port Out 

Funny thing, Uncle doesn't have the A/C info, and Port was done, not sure if Telus Asked for Info, but that was an eye-opening experience

[hTideGnow]

HI @makkahn28 or you meant Koodo confirmed that the number was ported out and is with another provider?  If so, when you call, it should connect and it shouldn't give you all those Error code, isn't it?

[darlicious]

@makkahn28 

I think you need to check on your uncle's finances to make sure no fraudulent activity is going on. Does your uncle have non family members around him on a daily or weekly basis that would have access to his phone? In particular on Tuesday or Wednesday? A fraudulent port could take place if someone had access to your uncle's phone for long enough to write down or take a photo of the IMEI and reply YES to a text.

[hTideGnow]

HI @makkahn28   

from what you said, it didn't sound like the number was ported out. It could be account issue instead.  Any chance missed payment?

Either way, it's account related and I think you need to open ticket with PM Support.  But you do need to have all the account info for your uncle.  You said he has no Account info ?  do you have his?  can yo login to his My Account?  If so, you can open the ticket as him.  (but if you don't you need to sort out the My Account issue first)

If you have his account info, try to login to his Self-Serve first to see 

If not, you will have to open a ticket by private messaging PM support:

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

[Anonymous]

 @makkahn28 : Can the phone call 611? Can the account be logged in to? What and who did anything with the phone? Or did the uncle deal with it all? Did a store?

There's sim swap and then there's port-out.

[makkahn28]

My uncle has a disability, and last year, Oct roughly, he mentioned that phone was having issues charging, and a phone was ordered

The timing was in line with that

But, I am not sure how the porting could have been done, he does not have the Pin, or the A/C info, and that was peculiar

Started Tues, 2 days ago, he sent 2 texts to my mother, 10:24am and then 10:30am

Didn't know about the Sim swap until Yesterday when I brought phone to a Koodo store at Eaton Center and after discovering, was in deep shock

Initially, issue I was told phone could not receive calls or call out when I got back home from work

When calling to the Num, Operator voice U5T1, the Number you're trying to reach is not equipped to receive incoming calls

Calling Out: U5T1, The phone is not activated on the Network

[hTideGnow]

hi @makkahn28   , I think you can.  But how did it happen?  It's  fraud if you didn't have the consent.  Was it don't by someone you don't know?  Was it done by your family/friend? 

Of course, it is a different issue if you reply the text YES by accident.. 

[Anonymous]

You've been here for a long time...have you not heard of this situation in your time here?

I guess my first response would be how would one prove it?

I think if a fraud happened, ie. someone fraudulently ported out a number that both sending and receiving providers would return you to whole.

But I don't know.

Can you describe the circumstances of how the number got ported out? I think it would be a piece of cake to port a number by stealing the phone. It's a problem of the option of providing an IMEI for the port. After that, the perp would need some credentials.