Need Support to Complete a Port

[pcat]

A Walmart mobility associate helped me setup my Public Mobile account on my iPhone 7 from Rogers.  The phone was not unlocked at the time, and the Walmart associate encountered an error after processing (they also had some internet/network issues); he did call someone (I assumed Public Mobile support?) who confirmed that the port was successful.  THIS WAS on Dec 28th, 2018.

I went home and unlocked the phone with Rogers.  And it would appear that the some odd behavior started happening as the phone can call out, but could not receive calls (directly to voice mail).  It can receive texts from other public mobile numbers, but could not text out.  Data was working (kind of).  THIS WAS on Dec 28th, 2018.

I patiently waited thinking it would take a couple of days for the port, but decided to open a private message with the moderators here with Public Mobile to follow up on issue. THIS WAS on Dec 31st, 2018.

Then I found out from Rogers that the port never happend and that the number is still with Rogers, so I'm paying for both accounts.  I then issued another message with Public Mobile moderators here, clarifying the situation and asking for a proper port.  THIS WAS on January 2, 2019.

I was just wondering if it would be quicker and better (to alleviate moderator work) to go back to Walmart and try and have them port the number again or just to wait further for moderators to complete the port.  And just out of curiosity, how many days should I wait for moderators as there are no confirmation that the private messages I sent was even received or that I'm in a queue...  After all, a port request is all that appears to be needed in this case.

Any help would be appreciated.  Also, just to clarify, I don't mind waiting as long as I see the light at the end of the tunnel by knowing at least the moderators have received my PM and will be looking into my issue for me.  I thank all in advance for any help including the moderators which I do see working hard on the issues here.

[6500K]

Glad things worked out and thanks for sharing your experience.  I'm a pretty tech savvy person but when it came time to activate a sim card and port my number over I was a complete noob.  With the help of some great individuals here I learned very quickly what I needed to do and started to help others as well.

PM is having some good specials lately and it seems that they are coming on a monthly basis.  If you want to take advantage of some cool referral credits and have some friends or family in mind wait for the specials and then activate them.  You can end up with a lot of bonus credits that will save you a lot of money on your account.

[pcat]

Thanks everyone :-), it's working.  The moderator was able to quicky resolve the issue by

requesting another port after verifying that it was not ported.

My lessons learned here is the following:

- make sure you unlock your device prior to setting up the port

- if doing in store activation, make sure you got full confirmation that the port worked

- if contacting moderators, they are more than happy and willing to help, but please have patience; espcially holiday seasons.

- when testing if the port worked or not, please make sure to turn off iMessage if using iPhone and perhaps don't use another Public Mobile number to test texting.  And make sure you can receive calls (not going directly to voice mail), not just make outgoing calls, which I was able to do.

That's it and thank you for all your help.

[pcat]

I just wanted to thank everyone who has taken their time to try and help me with great advices. 

Just to further clarify, the SIM card was installed; i am able to log on my Public Mobile account and see the charges and credits.

I will not be going back to Walmart as some of you had suggested and the Moderator has gotten in touch with me :-).  I know I should be more patient and I do really appreciate the Moderator's help as well as all of you in this wonderful community.  And since it is the holidays, i can understand some delays.

I was going to try some of  your suggestions, they all seem very good and logical, especially the porting online, but since the Moderator is looking at my issue now, I will leave it in their capable hands.

I will update to let you guys know what insight I may have learned from this experience to help others in the future.  But yes, unlocking the phone first would definitely be good and also, if you get an error in store (ie. Walmart), make sure they confirm the port and ask for information as to whom they had spoken to.

Thank you all, I will update when I status has changed.

[will13am]

@pcat, since the wait time is upwards of 48-72 hours for moderator team response, I suggest taking a stab at performing the port yourself.  Go into the self serve and do the number change and follow the steps.  When entering the Rogers account number, only enter the alpha number portion of the account number, excluding spaces and dash separators.  Skip the IMEI and PIN fields.  Enter the Rogers account owner name exactly as shown in the account.  Check the authorization to port and submit it.  If all goes well, the port will complete in about 30-60 minutes.  In the mean time continue to use the Rogers service as a way of confirming port completion.  The Rogers service will terminate when porting is complete at which time you can switch over to the Public Mobile service.  Attempting this cannot really hurt the situation.  If it works, you avoid the need to seek moderator team assistance.  If it fails, you need the contact the moderator team anyway.  Good luck, welcome to this service.

[6500K]

Hi @pcat,

@CellAidand @ColdWinters have good suggestions.  As @Anonymous mentioned, Walmart reps may not be that helpful.

When you call out to another phone that has call display, which phone number comes up?  I had this happen when I ported my land line to a cell phone.  The cell phone could call out and my land line number would show up on call display.  When I called my land line number, my land line phone would ring - both were functional at the same time.  This was very weird, but it all resolved itself after three business days (as written somewhere in the form that I filled out).

Did you happen to shut down and reboot your phone yet?  This usually helps in number ports.  It may feel uncomfortable for a bit but it will all work out well soon.  Update this thread as things progress or you if feel more nervous.

[CellAid]

Oh... And just make sure you go to the Get Started tab at the top of the Public Mobile website first and ensure your phone is compatible (there's instructions there to follow as well) 
~CellAid

[CellAid]

I'm just guessing but I think the issue may have been that the phone wasnt unlocked orignally, I don't know how the could possibly port the number on a locked phone.  Do you have your Public Mobile SIM card?  If so, you can possibly by-pass Wal-Mart all together and do it all yourself online.  Its very easy step by step instructions, basically just filling out information.  Good luck!

[Anonymous]

@pcat, I would not go back to Walmart, as they can't do anything for you.  Since you have already sent message(s) to the moderators, i would wait for a reply.  they are running at around a 2-3 day delay right now.  So you should hopefully get contacted today or tomorrow.

Good luck and welcome to Public Mobile.

[ColdWinters]

You should be able to go into your profile and port the number over easily.  Under change my number.  If the new SIM card is in the phone, and the phone has been unlocked, then you just need to provide the phone number, pin #, account number and the Phone ID (Dial *#06# on your device).  With all of that it should work and it should port over, and cancel the current plan automatically (or near automatically) with Rogers