New account but no incoming calls/texts, help?

[skorrn]

I'm a new customer as of Thursday.  I've activated my sim  and requested a port of my old number, it seemed like everything was fine but I've found out today that I haven't been receiving any of my calls or texts.  Calling from a different phone goes directly to voicemail and texts simply do not show up.  I think the port was only partially successful, how do I get this fixed?  

[exr8dcanadian]

Happened to me. Put your old SIN card in the phone and restart it. You’ll get a text from your old carrier asking to restart the port. Hit Y and it’ll start the process. Wait until you get another confirmation text that it’s done. Put your new SIM card in and restart the phone. Wait 5 min and you’re good 

[cellphoneuser1 · Accepted solution]

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@skorrn wrote:

I did reply, but CS is saying it shows no reply, going to redo that step!  Man, you guys have been fantastic, will update after next step but 10/10 support all around!

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You had porting failure.  Callls go to the old sim until porting succeeds. Put your old sim back in again and you can get your calls and texts.

[skorrn]

I did reply, but CS is saying it shows no reply, going to redo that step!  Man, you guys have been fantastic, will update after next step but 10/10 support all around!

[softech]

@skorrn 

did you get account transfer confirmation from your previous provider?  You sure it wasn't a text to ask for your permission for the porting and you need to reply YES?

I suggest you still call PM Porting team to confirm the porting was complete successfully.  I will private message you the Porting team number.  Please check your Community inbox (envelope icon on the top)

[esjliv]

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@skorrn wrote:

Yup account transfer was confirmed via text

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@skorrn still having service issues even after suggested trouble shooting?

What type/model phone do you have?

[skorrn]

Yup account transfer was confirmed via text

[BKNS27]

@skorrn 

If you confirmed on the SMS text from your previous carrier with a YES with your old SIM in the phone then power off the phone and wait a few minutes then power it back on again.

If you didn’t confirm within the 90 minute window then you need a PM customer service agent to start the process again.

Meanwhile, if you still have the old SIM. You can continue service with your old carrier.

[esjliv]

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@skorrn wrote:

I'm a new customer as of Thursday.  I've activated my sim  and requested a port of my old number, it seemed like everything was fine but I've found out today that I haven't been receiving any of my calls or texts.  Calling from a different phone goes directly to voicemail and texts simply do not show up.  I think the port was only partially successful, how do I get this fixed?  

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Hello @skorrn 

I will private message you the Porting Team phone number, or use the below link to submit a ticket

Try one or more of the below:

*turn off your phone, leave off for a minutes, then reboot

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

*reset network settings

If you just ported your phone number from another cell provider it could take a few hours to complete the port.

Using the other cell provider's SIM you should be still receiving calls on it, until the port completes.

If you ported from a landline it could take up to 7 days to complete.

Make sure you do not cancel your previous provider's services.

Incoming calls are usually the last to port over.

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

If you have not received the SMS to authorize the transfer request for your phone number, you’ll need to contact a Customer Support Agent:

Link to contact Customer Support Agents (CSA) for porting to Public Mobile

[Anonymous]

 @skorrn : Did you leave the original SIM in a phone to confirm the transfer?