Insane service by PM

[HamzaAli1998]

Since today morning I have been trying to get my number ported over to freedom, it's crazy how PM also told me that they have ported it and yet no response what so ever. they keep saying they approved but literally NOTHING. I Paid money for rubbish service, e sim doesn't work.. required to go in to store to get a physical sim. honestly, what a waste of company.

[maple_leaf]

Hello @HamzaAli1998 , This has been really hard to follow, but please allow me to paraphrase for clarity:

1. You tried to port to Public Mobile, but eSIM activation didn't work.
2. You wanted to pickup a physical SIM for Public Mobile, but instead ordered one by mail.
3. You couldn't wait for the physical SIM to arrive, so you instead ported your small business number (Public Mobile number) to Freedom Mobile.
4. You didn't have a working eSIM or physical SIM with Public Mobile, so you could not receive the port out verification text message from Public Mobile, and accordingly unable to reply 'Yes'.
5. You contacted Public Mobile Customer Support, and an Agent told you they could process the port out successfully.
6. The port out to Freedom Mobile was not processed.
7. You feel Public Mobile Customer Support lied to you about being able to complete the port in the absence of a working Public Mobile eSIM/SIM.
8. Freedom Mobile has re-initiated the port request 3 times.
9. Freedom Mobile cannot do anything more, as you are unable to reply 'Yes' to the text message sent from Public Mobile.

Have I got all this right? If so, there are some remedies available to you. First, I would suggest looking at the posts above and reviewing the link provided that explain in detail how to port a number (transfer number) into Public Mobile. It works the same way in reverse to port a Public Mobile number out to another provider. Next, I would review the iPhone eSIM FAQs to see if the reason your eSIM activation didn't complete on an iPhone that is (or should be) eSIM compatible might be down to the network settings on your phone (e.g., Settings > Cellular > Public Mobile > Turn on This Line). Last, I would go to a store and purchase a physical SIM card if necessary, so that you can complete your port out process. 

I really hope this helps.

[Sunnydayforeve]

If you cant access your new sim card, What is the point of porting freedom to PM. You can't use PM service even porting completed. You need to have a sim card or esim phone to do the porting. I dont know why esim not working with your iphone. But for my first time using esim experience, it was great. 

[Chalupa_Batman]

I think I understood most of what you said. The thing is this. Over chat you could be anyone. You could be a hacker trying to take a customers number. You have to realize, public mobile has security measures in place to protect their customers. One being the YES text. Sure, you don't have the SIM card yet but that's a security measure. You could have also visited a local Telus store to see if they had any SIM cards. Another thing I read you wrote is the eSIM didn't work which is odd. Does your phone not accept eSIM? Which iPhone do you have?

[HamzaAli1998]

Sorry but I don’t think you understand the issue. This is not freedoms mistake, purely PM. The reason being, yesterday I got a esim from PM. Later to find that it didn’t work for my iPhone and they asked me to order a SIM card to get it delivered which will arrive on Tuesday. I asked them I can’t wait that long with no access to calls as I have a small business, so went over to freedom to get a temporary number. I asked PM that I don’t have access to this SIM card so I can’t hit YES for the pre authorization text so please authorize it on their end.. and say to say I just found out the that agent who said they did it at PM yesterday, it was a lie and wrong information. Freedom tired porting it 3 times yesterday, each time I tried they mentioned that they authorized the port but sadly it was a blunt lie. PM is an absolute trash with 0 customer service, worst service I’ve ever been with. 

[Chalupa_Batman]

I've had nothing but great service in the last 4 years with Public Mobile. Sadly it seems there's a breakdown in communication somewhere. And I hate to say it, it's not on the Public Mobile side. 

If you're porting out to Freedom, it's Freedom's responsibility to port over. Public Mobile won't do it for you blindly. If Freedom correctly requested the port, I'm sure they told you that you have to keep your SIM card in the phone to receive a text from PM asking your permission to port. If they didn't tell you that, that's on them, not PM. So you need to say YES to the text. You're going to have to ask Freedom to assist you with the porting. 

In closing, if you've been with PM for a while, you should know these forums are your source for help. If you had gone through countless threads about porting, this would have helped you. I hope Freedom appreciates you as a customer who blames PM for Freedom's mistake. Good luck to you.

[BKNS27]

@HamzaAli1998 

You missed the most important step in porting out...leave the PM SIM in your phone and reply to the text with YES you are porting over to Freedom. If you do this it won't port out!

Been with PM for almost 2 years and no issues. I would count this as operator error.

[Sunnydayforeve]

Might not because of PM. I ported my number from koodo few days ago, it only took less than half hour. You might need to talk with freedom to finish porting.

[maple_leaf]

Hello @HamzaAli1998 , First, we are sorry to see you go. With regard to porting out to Freedom, did you ever receive the text from Public Mobile (the one that you had to reply 'Yes' to), and did you reply to that text message before switching to the Freedom SIM/eSIM on your phone? There's a 90 minute window to do that. I cannot see the rest of CS_Agent's message to you in your screenshot, but the first line does say that PM approved your port out. If you missed that 90 minute window to reply to the text message, you would need to contact Freedom with a request to re-initiate the port request. Have you checked your Public Mobile online account to see if your subscription is still active? If the port were successful, you would no longer have access to your subscription information in your online account.