@Judith7
It sounds like porting your old number over to PM was incomplete.
It is pretty simple but the process must be followed in order of these steps:
1. You old account must be active and NOT cancelled. Take down of your account number and use your account number rather than the IMEI of the phone on the form.
2. Active your SIM on your computer.
3. Leave your old SIM and wait for there text confirming you are porting your number over to PM. There is 90 minutes window to reply or the porting process will be cancelled.
4. The porting will take about 90 minutes to complete so your old SIM continue to work until porting is completed.
5. Power off your phone by holding down your power button and power off.
6. Swap the old SIM with the PM SIM then power on the phone.
Do you know which step you missed?
You can contact a CS_Agent to restart the porting process by typing in Create a Ticket on SIMon Chatbot on the bottom of the page or private message on the envelope icon above.
