Number Port

[d123]

Friend ported a number from Telus. His account in PM side looks normal with the correct phone number attached. However, the SIM card does not show any number attached to it when in any phone. No longer have the old Telus SIM card. Any ideas?

[darlicious · Accepted solution]

@d123 

Well that's some helpful info! You can test the sim card in your phone just to rule out any device issue but it seems like the sim card did not provision correctly upon activation. The telus port completed as evidenced by the telus sim card ceasing to work and the telltale "sorry to see you go" email. Telus ports often complete almost instantly. Put "sim card not provisioned upon activation" in the subject line when you contact customer support and they will provision sim card and have the pm services working  fairly quickly.

To contact customer support click below:

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

To pre-verify your account include your full name, address, phone #, email  and 4 digit account #.

[esjliv]

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@d123 wrote:

Friend ported a number from Telus. His account in PM side looks normal with the correct phone number attached. However, the SIM card does not show any number attached to it when in any phone. No longer have the old Telus SIM card. Any ideas?

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@d123  -  logging into their Self Serve account, does it say Active?

What happens when you call the phone number he is suppose to have?

Does it go to the Telus voicemail or is there no connection?

[BKNS27]

@d123 

Try rebooting the phone first with the PM SIM in the phone before contacting the CS_Agent.

[Anonymous]

 @d123 : It would seem that the SIM didn't activate. Can you check that the last 4 digits shown in the Change SIM function are a match to the physical card. Unfortunately that's all we can see but you obviously got past the SIM entry screen with a valid number.

You might need to go to a store or order one and use the Change SIM function to change to it.

A test would also be to start an activation and stop after typing in the SIM #. If it passes then maybe the number wasn't entered properly.

[BKNS27]

@d123 

Sounds like the porting was not completed. In this case, you will need to contact a CS_Agent to restart the porting process.

[d123]

Sorry I didn't clarify the PM SIM card doesn't work. 

[d123]

He did get the transfer notification SMS from Telus, and replied yes but has an undelivered message in between, and may been out of the window. He did get a sorry-to-see you go email from Telus and the old sim stopped working. 

[darlicious]

@d123 

Do their services work ok? If so I wouldn't worry about it. I noticed the same thing with one of my phones/account/sim card and everything works fine. If they are really worried about it they could contact customer support to see if they can rectify it.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[Meow]

When did he ported his number? Did he follow proper procedure - initiate port, leave Telus SIM in a phone, reply YES within 90 minutes of SMS from Telus?