NOT RECEIVING CALLS OR TEXTS

[OliverFL]

My account was supposedly activated end of March, however, it doesn't seem like the number was ported from Virgin Mobile and the PM eSim and VM Sim card are sharing a phone number?? I can't receive incoming calls or texts unless the VM Sim is enabled. Very frustrating to be paying for two providers when I was trying to save money by switching to PM! Might just have to cancel PM if this problem can't be resolved easily. HELP!

[hTideGnow]

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@OliverFL wrote:

It's super weird. When I go to settings, they both have the same number 

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hi @OliverFL 

this is not weird.  PM does not give you a temporary phone number for porting, that's why it will show you the number already. 

if you know what you are doing, you can disable the PM esim first (but please do not delete) and check if you receive the porting authentication text from the old carrier and if the line is fully functioning.  If it is working with the old carrier sim, the port has not completed still

[OliverFL]

It's super weird. When I go to settings, they both have the same number 

[OliverFL]

Thanks for your help. I did call them and they said they don't have access to PM only Koodo and I had to submit a ticket. Guess I will wait a CS response 🙄 

[BKNS27]

@OliverFL 

That is strange. First time I hear that it show both carriers on your phone.

Sounds like porting wasn’t completed so contact a CS_Agent.

[OliverFL]

It says Virgin and Public Mobile. So confusing 

[BKNS27]

@OliverFL 

What does it show on top of your phone? Virgin or PM?

Try resetting the Network setting and reboot your phone.

[hTideGnow]

HI @OliverFL 

Did you get a text from the old carrier, did you reply Yes within 90 mins?

and can you receive inbound phone calls, especially from Non-Telus/Koodo/PM phone?  If you cannot the port was not done

It could be an incomplete port.  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.

And in case the poring team cannot help and ask you to submit ticket (or you rather submit ticket anyway),  you can 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