New Account Set-up / All incoming calls are being Call Forwarded

[Hunter1]

Am setting up new PM account on friend's Motorola G7 (in Mississauga/Erin Mills)

All incoming calls are forwarded to voice mail - and greeting says voice mail is full, which it is not (empty).

Can make out going calls no problems.

Can send & receive texts no problem.

Have tried the following but problem persists:

- powering off and back on

- substituting my SIM car

- checking DND is off

- checking Call Forwarding is off

Can anyone help?  Thank you.

[esjliv]

@Hunter1  - did the porting phone number help you that @softech provided? hope so!

If not, what type of provider did your phone transfer over?

If you have activated a new account and transferred over from another provider, note that incoming calls are usually the last to port over.

• Cell ports can take 2-3 hours. Use the previous provider's SIM card to receive the porting transfer text for approval to port to port over to Public Mobile and to receive calls from until port is complete.
• Landline/voip ports can take 3+ days. Expect a mix of services on the landline and Public Mobile SIM card until port is complete.

When the incoming calls stop on the previous provider’s SIM card and/or landline/voip account, that is a good indication the port is complete.

If still issues, submit a ticket with Public Mobile representatives (CSA) for help; click this link: to request the transfer of your number over to Public Mobile.

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

[Timer]

ok.

[computergeek541]

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@Timer wrote:

@Hunter1 

turn off device take out SIM card and out it.

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Please note that doing taking the SIM card out and then putting it back in can't possibly fix an issue of the customer not replying to the porting authorization text message in time.  

[Timer]

@Hunter1 

turn off device take out SIM card and out it.

[softech · Accepted solution]

@Hunter1   You could have missed the 90 mins. 

No worry, there is a number you can call to talk to live person  confirm the porting status and retrigger the request if need. I will message you the phone number.  Please check your Community inbox, envelope icon on top right

[Hunter1]

Thank you for your response. 

Yes, requested porting. Replied to text within a minute of opening, but that was a few hours after it was delivered. Which scenario does the 90 minutes apply to?

[softech]

@Hunter1   any chance the voice mail is the one in the old carrier?

did you request porting?  If you did, you should have received a message from your old provider asking for your approval to port the number?  Did you reply YES within 90 mins?  That is a critical step in porting.  if you missed,  the porting would have stuck.  

Let us know , and we can advise what to do from here