New customer-problem of transferred my previous videotron’s cellphone number

[flavie]

 Hello,I am a new customer transferred from videotron’s on this afternoon March 18 2024. 

My problem is the number is already transferred to Public Moblile, it can be text the messages for other and received the orher cellphone messages, the number can call other phone.

but other phone can not reach my Public Moblile Number( also is the previous videotron’s number)

How can I do it? I need help!

[Sansan · Accepted solution]

Ok that's great port is successful.  If you have not done so yet, use the link below to submit a request for cs agents to check the sim card and attach your old number to the account. 

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[flavie]

also I found the problem is the ingoing calls were all going to my older number videotron voicemail, that is key

porting team said they could not help, now is the phone line problem of PM.

[flavie]

I called the porting support team 1-844 sth today, they checked all and tell me the porting is completed and successful!

they could not do anything to help us, now it's the technical problem of Public Mobile, ask me to get help here

[flavie]

the account of app and website is hard to use, I am an IT major student and I am really frustrated when using your app

I try my best to activated properly my account in cellphone and your website, use Incognito mode and it's ......

[flavie]

I purchase it-physical sim from a telus koodo store 

[softech]

HI @flavie 

if incoming calls is the issue, it  is related with porting.  Please call the porting support team tomorrow to confirm

[flavie]

And you sure you can make outgoing calls? YES, I am sure I can make outgoing calls.

is mobile data working? YES, I test I can use mibile data working.

text is fine for two ways

Just the ingoing calls no funtion. 

[Sansan]

Where did you purchase it from? If it's not connecting,  submit a request through the chatbot. 

If no success,  submit a request to cs agents at the link below. 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[softech]

HI @flavie the thanks you for joining us email is just a normal Welcome email

And you sure you can make outgoing calls? is mobile data working?  anything is your account might not be activated properly 

[flavie]

physical sim.

I tried the sim in two phones and reboot two phone many times.

[Sansan]

Is it esim or physical sim card PM card?  Did you activate this through the Public mobile app? If esim check to see if the esim is there in settings and need to enable and turn off other sim.

[flavie]

Yes, I got a text message from videotran and reply YES.

And the old account of videotran is unactive.

I also received a a text message from Public Mobile: Hey, it's Public Mobile. To...Welcome to Public Mobile and thank you for joining us!

I wait for more than 5 hours, and restart my phone with the sim card of Public Mobile many times.

[softech]

@flavie 

esim or physical sim ?  you tried the sim in another phone?  try reboot the phone once more

but it sounds like the port was not done yet.  You should confirm with porting team first

There is a number to call to talk to live support,  they can re-trigger the process for you if not completed.  I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) .  Check the envelope icon on top right.  Call them and get it fixed

[Sansan]

Did you get a text message from videotran and reply yes? Was that account still active?