My phone number changed on a newly activated account without notice

[raphaelwong]

Three weeks ago I registered a new PM sim and plan and initiated a port in of a number I still had active from a different company.  The port was successful and I was able to dial out and receive calls on this new account and sim.  Just yesterday we got notified by a friend that they weren't able to reach us on the number (ported in and) we had owned for years.  Checking the phone, the number has indeed somehow been changed without our consent or knowledge!  Can anyone help here or know what we can do as next steps?!

Thanks.

[raphaelwong]

After working directly with the Telus/PM porting team they were able to manually modify a newly created port request into a format that the VOIP provider would not reject.  Today, I can finally receive and dial out on the new number. This would never have worked using the generic PM port in form from the 'My account' page, so thanks to @softech for the direct number to the porting team. 

[softech · Accepted solution]

@raphaelwong since the porting from VoIP, it might not send you text to confirm, really depends on the source provider

Please remember the porting could take as many as 3nto 7 business days to complete.   There is a porting team you can call to confirm the Status.  I will private message you the number.  Please chexk your Community inbox.

Call them end of this week for update. 

And remember, yuu do not need to cancel the VoIp yourself, once porting completed,  that account will be closed itself as part of the process

and  calll yourself,  if your PM sim receives the call , then porting is completed 

[raphaelwong]

One thing worth mentioning is that I haven't seen any text (and yes I tested that outgoing and incoming text are working) asking to confirm or otherwise provide permission for the port. I actually don't recall every receiving a text of this sort from my past experiences porting between the various providers I've used.

[raphaelwong]

Hi @Dunkman @softech. I reached out to the original voip provider and yes, and they confirmed that the original port request was rejected.  The explanation for the rejection wasn't clear but they did say something in the request from the PM side wasn't correct. Anyways, it was fortunate that they were able to "un-disable" the original voip account allowing me to retry the PM side port out request. As of now, it's been a few hours and I have my number back, but only time will tell if again later the port out gets rejected like it did the first time.  If that unfortunately happens again, I'll need to get a 3-way contact going between the two companies to resolve. 

Thanks for your suggestions!

[Dunkman]

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@raphaelwong wrote:

Hi @Dunkman the actual phone and self service account now show the new (unexpected) number.

The port in several weeks ago was from a voip service so there is no old sim to try.  I opened a service ticket with PM, but so far there has been no response.

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@raphaelwong 

It usually takes a few hours for customer service agent to respond.  

What happens when you dial your old number?  busy signal? voicemail from VOIP service?  

You likely need to wait to hear back from CSA.  Still might be a failed port and PM has assigned you a temporary number (as suggested by softech)

[softech]

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@raphaelwong wrote:

Hi @Dunkman the actual phone and self service account now show the new (unexpected) number.

The port in several weeks ago was from a voip service so there is no old sim to try.  I opened a service ticket with PM, but so far there has been no response.

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the porting was not completed .  It is good you open a ticket with PM , but  you might also want to call your VoIP provider and ask them what was wrong.  It could be that they declined the porting.  Most landline/VoIP do not require that, but some require you to call and give your verbal approval for them to release your phone number

[raphaelwong]

Hi @Dunkman the actual phone and self service account now show the new (unexpected) number.

The port in several weeks ago was from a voip service so there is no old sim to try.  I opened a service ticket with PM, but so far there has been no response.

[softech]

@raphaelwong did you reply a text from your old provider for your approval of the porting and did you reply Yes?  look like you missed the step and the porting was not completed.   Since the poett was not completed, for a month, PM has to assign you a new number and cancel yiur uncompleted porting 

Also, yiur old provider account should still be active and you are still paying for it

What you need to do now is to get ther sim card of the old pr9vider, put it in a phone and check if it still work, it should, 

Once confirmed the old sim working, login to PM My Account and click Change phone number and request porting again. 

This time, make sure you wait for the text from your old provider and you reply the text with a YES within 90 mins for the porting to complete before you remove the old provider sim card

[Dunkman]

@raphaelwong 

What does your self service account show as your phone number?  What about your actual phone itself, which number is showing?  

Maybe your port was actually not successful.  Do you still have your old SIM card?  See whether it is still active.