Issue porting from Koodo to PM

[araza2024]

Hello,

I am looking to get help, last night I put a porting request to port my number from Koodo to PM. my PM account shows my number but service is still not active. my old Koodo SIM is still active and I can make and receive calls on Koodo number but my PM eSIM is not working showing no service. Its been over 8 hours and my number is not ported yet. I have provided all required information during the porting. how to check the porting status and reinitiate the porting request? My school going son use this number and I need to make sure he has working number. Please help.

[araza2024]

@hTideGnow and all respected community members, Thank you so much! my problem has been fixed by CS Team and now my number is active. I am thankful to everyone who messaged me and tried to help me.

[computergeek541]

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@araza2024 wrote:

I was under impression that I will have a temporary number with active service, but I have no service at all, no bars on my phone, coverage is not a problem as my other PM number on other phone have full coverage and no issues with service. I have tried to turn off my koodo sim and made PM eSIM as primary but no service. My PM account shows my ported number but no service at all.

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hTideGnow has provided the information about how there is no tempoary phone number when requesting a number to be ported in at the time of activation. However, even if the account were inititally set up with a new temporary phone number and you then when into your Public Mobile self serve account to request number porting, that number would be instantly replaced as soon as number porting has been requested and that temporary phone number would have immediately stopped working, regardless.  The way that you have no Public Mobile service isn't the way it's supposed to be, but your ported phone number showing in your Public Mobile account is normal.  A correction to my earlier post as I asssumed that you couldn't get into your Public Mobile self serve account:  Being able to get into your Public Mobile self serve account, means that the chatbot method needs to be used to open a ticket to contact Public Mobile's customer support agents. https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[hTideGnow]

hi @araza2024 

no temporary number during port.  Before the number ported, your Koodo will still work, your PM should be able to make outbound calls with the same phone number, and data work but just not receiving inbounds

since you cannot make outbounds , so, the esim or account setup was not done properly.  Please message support and get that resolved first. They will also look into the porting problem 

[araza2024]

I was under impression that I will have a temporary number with active service, but I have no service at all, no bars on my phone, coverage is not a problem as my other PM number on other phone have full coverage and no issues with service. I have tried to turn off my koodo sim and made PM eSIM as primary but no service. My PM account shows my ported number but no service at all.

[hTideGnow · Accepted solution]

hi @araza2024 

and yes, don't call porting team yet until you at least got the esim working for data and outbound calls

the PM esim is there, but is it set to enabled? try disable it , reboot and re-enabled it.  Also, I think Pixel has a settings to make it Primary like iPhone.  See if you can set it as Primary.  Then Reset Network settings and test 

if it does not work still, you will need to message support and ask them for the esim problem and help with porting

submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage          

[computergeek541]

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@araza2024 wrote:

@hTideGnow  Thank you for your reply, I have pixel 8 and it shows PM eSIM. i still have no signals on PM eSIM. I have rebooted the phone couple times, I dont remember seeing a porting confirmation SMS from Koodo. is that the issue? 

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Not recieving the porting confirmation text message from Koodo is an issue, but the fact that there is no service and no signal at Public Mobile at all needs to be fixed first.  Imagine if the porting department gets the number porting corrected but only to send it to your Public Mobile account that doesn't have any service and otherwise hasn't been set up correctly.  At least at the moment, you have access to your phone number on the Koodo service. 

[araza2024]

@hTideGnow  Thank you for your reply, I have pixel 8 and it shows PM eSIM. i still have no signals on PM eSIM. I have rebooted the phone couple times, I dont remember seeing a porting confirmation SMS from Koodo. is that the issue? 

[araza2024]

@Handy1  who is the porting team here, could you please point me to the right direction.

[computergeek541]

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@araza2024 wrote:

I am looking to get help, last night I put a porting request to port my number from Koodo to PM. my PM account shows my number but service is still not active. my old Koodo SIM is still active and I can make and receive calls on Koodo number but my PM eSIM is not working showing no service. Its been over 8 hours and my number is not ported yet. I have provided all required information during the porting. how to check the porting status and reinitiate the porting request? My school going son use this number and I need to make sure he has working number. Please help.

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There is a number porting issue in play here, but before anyone says to contract the Telus porting department, I am going to say right now not to.  The part about your Public Mobile service not working at all isn't a number porting issue.  if you contact the Telus porting department and have them complete the number port, your phone number will be sent to the non-working Public Mobile account.  If you have already tried this, remove your Koodo SIM card and restart your phone device.  If that still results in you not having at least some Public Mobile services working, please contact a Public Mobile customer support agent by sending a private message to CS_Agent.

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

After peforming these torubleshooting steps (to see if it gets your Public Mobile services at least partly  working), please re-insert your Koodo SIM card as you'll need to answer a text message from Koodo to approve the phone number transfer to Public Mobile.

[hTideGnow]

hi @araza2024 

first, you have both porting problem and esim setup problem

for the esim problem., check your phone's Sim manager screen and see if the PM esim is there.  Make sure it is enabled (or Turn on this line is enabled) and set as Primary. Try Reset network settings after

For porting, PM porting support team can help.  I have sent you the porting support team number.  Please check your Community inbox (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage), check for the number and call