Number Porting

[Yufeng]

I have an issue with not being able to receive calls. I am able to send and receive text messages, and I am also able to call anyone. I asked the chatbot about it, and they said to try to ask a moderator and to put my old sim card back in. The problem is is that I threw out my old sim card, and my old plan ends on August 21. What is going to happen? What should I do?

[BKNS27 · Accepted solution]

@Yufeng 

Common mistake that new PM customers make. You are to keep your old carrier SIM in the phone and wait for a SMS text confirming you are porting over to PM and confirm with a YES response. 
Since you threw away the old SIM. Just click on the SIMon chat button and type in “create a ticket” to a CSAgent and explain your problem to them.

[esjliv]

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@Yufeng wrote:

I have an issue with not being able to receive calls. I am able to send and receive text messages, and I am also able to call anyone. I asked the chatbot about it, and they said to try to ask a moderator and to put my old sim card back in. The problem is is that I threw out my old sim card, and my old plan ends on August 21. What is going to happen? What should I do?

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Hello @Yufeng 

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.

Call the Porting Team at (private messaged you, see your envelope at the top, right of your community page to view your messages) to assist with your port.

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

[Anonymous]

@Yufeng 

Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent, and Submit a Ticket 

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here to get started.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here. 
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
   Check your private message inbox (click on the envelope top right of your screen)

         Good Luck