Lack of service

[Frustrated2021]

I can phone out but have not been able to receive calls for 5-days.  I have tried with SIMon and asking for service agent  Have not been successful in receiving text or email to assist

[esjliv]

---

@Frustrated2021 wrote:

I can phone out but have not been able to receive calls for 5-days.  I have tried with SIMon and asking for service agent  Have not been successful in receiving text or email to assist

---

@Frustrated2021 

If you ported from a landline/voip phone number to Public Mobile it could take about 7 days to complete.

Make sure you do not cancel your previous provider's services.

Incoming calls are usually the last to port over.

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

Link to contact Customer Support Agents (CSA) for porting to Public Mobile

[popping]

---

@Frustrated2021 wrote:

I can phone out but have not been able to receive calls for 5-days.  I have tried with SIMon and asking for service agent  Have not been successful in receiving text or email to assist

---

I agree with you that SIMon is not the easiest thing to work with for the first timer on this community.  

From what you said, you are porting (moving) your old phone number from other provider.  The following explain why you are not getting any incoming calls. 

Number porting is a 2 stage process:
Stage 1. After submitted your porting request, PM set up your old number on your PM account. Login to your account. Select the [Plan and Add-Ons] tab. Is your old number showing on the [Plan and Add-Ons] page?
If yes, PM has done its work to setup your old number for you to call out, send text and data.
If no, you should create a support ticket for CSA to investigate.  CSA wait time is from couple of hours to couple of days.

Stage 2. Now, you are waiting for your old provider to release your number to PM. Not until your old provider release your number, all the incoming calls and texts will continue to go to your old provider. You can continue to use the old provider SIM card until it stops working which is the indication that your number was released to PM.

Providers had a new procedure in place to make sure the person who ask for the number porting is the owner of the number.  Provider will send a confirmation text message to ask the owner to confirm the port request before releasing your number to PM.

Put back you previous SIM card  in your phone and create a support ticket to ask CSA to send your port request to your provider to release your number to PM.  Make sure to response to the confirmation SMS.

Good luck and welcome to PM.

[darlicious]

@Frustrated2021 

You can also renitiate your port request by calling the telus porting department with your old account #. Put your old SIM card  back in your phone and reply YES to the porting authorization text within 90 minutes of receiving it. Check your private message box the envelope icon in the top right corner of your screen for a little number to pop indicating a message.

[softech]

@Frustrated2021   how long you have been with PM?  You newly join PM?  did you request to port in your number?  

if you newly joined PM with porting request, did you get a text from your previous provider and you replied YES to allow the port?

[computergeek541]

---

@Frustrated2021 wrote:

I can phone out but have not been able to receive calls for 5-days.  I have tried with SIMon and asking for service agent  Have not been successful in receiving text or email to assist

---

By any chance, are you trying to port in a phone number?  If that is the case, please re-insert you old carrier's SIM card (assuming the old carrier is a wireless provider). You'll also need to open a ticket with a Public Mobile customer support agent. That can be done by clicling on the chatbot symbol near the bottom of the screen. Once in SIMon, type something similar to "port request".

[JK8]

---

@Frustrated2021 wrote:

I can phone out but have not been able to receive calls for 5-days.  I have tried with SIMon and asking for service agent  Have not been successful in receiving text or email to assist

---

Are you a new or existing customer? Can you receive and send texts?

You can try to private message a CSA.

• 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.