Number porting

[Falkej]

I switched from virgin mobile to public, but was unable to have my phone unlocked. Now I have two sims that won't work. Virgin mobile said I need to contact public to reverse the port. Please help

[kselmak]

@Falkej 

If it's Samsung phone purchased in Canada you can contact Samsung they will digitally hello you

Virgin must do it too if you own it for more than 90 days and if you don't owe any money for it

You can complain to CRTC

@Carniam  it looks like port worked out but he can't use the service as the phone is locked and they are refusing to unlock

[Carniam]

There are some circumstances where a carrier may refuse to unlock a device, but this usually has to do with stolen phones or unpaid bills. If your phone has never been reported stolen and your account is in good standing there should be no issues having your wireless device unlocked.

also it’s important to note if it’s a corporate phone the conpany would have to request the unlock

[gblackma · Accepted solution]

@Falkej since your phone is a Samsung, contact Samsung online and ask them to unlock it for you.  You will need your imei number dial *#06# to get it. Stay safe. 

[hairbag1]

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@Naepalm wrote:

@Falkej yeah even if you have a balance they have to unlock it. The rules for that used to be different prior to 2017. 

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I could be rong...but if you owe them $$...they don't have to unlock the phone. Sounds like the OP is in arrears for this month.

[Naepalm]

@Falkej yeah even if you have a balance they have to unlock it. The rules for that used to be different prior to 2017. 

[Naepalm]

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@Falkej wrote:

are you saying if I'm willing to change my number, I don't have to worry about the unlock? that doesn't make sense

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Im not saying that. You'll need to have your phone unlocked before the SIM card will work on your phone. Sounds like the port has already been completed if Virgin is saying you need Public Mobile to port your number back over. I am sure they offered to send you a virgin SIM as well. 

[hairbag1]

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@Falkej wrote:

My plan with previous provider is current, they just won't unlock my phone due to owing this months balance

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Make your plan current with the old provider (pay for this month), then request an unlock code.

[Triguy]

You can get a PUK code directly from Samsung.  Start a live chat session from Samsung's Contact Us page:   http://www.samsung.com/ca/info/contactus.html?CID=AFL-hq-mul-0813-11000170 Inform the rep that you would like to unlock your Samsung phone and provide the IMEI & Carrier info In a few (2+) days, you will get the unlock code via email

[Carniam]

My bad I misunderstood from one of the earlier comments. They are required by law to unlock free of charge https://www.google.com/amp/s/www.cbc.ca/amp/1.4161711

[Falkej]

My plan with previous provider is current, they just won't unlock my phone due to owing this months balance

[hairbag1]

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@Falkej wrote:

are you saying if I'm willing to change my number, I don't have to worry about the unlock? that doesn't make sense

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Nope...the phone needs to be unlocked first.

[Falkej]

are you saying if I'm willing to change my number, I don't have to worry about the unlock? that doesn't make sense

[Naepalm]

@Falkej  contact Samsung Canada to unlock your phone they will be able to do this for you. 

https://www.samsung.com/ca/

[Carniam]

@kselmak It seems the issue is not unlocking but porting. My understanding is he attempted to port his number after his plan expired. Though maybe it is me that is misunderstanding 

[Naepalm]

@Falkej unlocking your phone is something that Virgin has to do by law. 

I have a feeling the associate there is only saying this to you so you can go back to their sub-par service that is not worth the money you pay for it. 

I recently ported my mom's number over from Virgin/Bell and to unlock it we went into her virgin account clicked unlock the phone. She received an email promptly saying it was unlocked. 

What Phone do you have I am sure that we can help you with this dilemma. 

Cheers

[Falkej]

I was on the phone with two different representatives, neither would do it

[Falkej]

samsung galaxy s7

[kselmak]

Hi @Falkej 

Virgin has to unlock your phone free of charge

Go to their booth or store and they will do it

[Triguy]

All other customers: To complete your port-in request, please open our chatbot via this link and type in “port request” to be put in touch with a Moderator. 

[Carniam]

If you are willing to get a new number you can stay with PM. To port your plan must have been active

[Carniam]

Please note that given that PM is a prepaid carrier you will not be eligible for a refund if you move back to your original carrier. If you are leaving please ensure you turn off autopay

[Falkej]

Because I haven't paid this months balance yet. I own the phone after a two year contract, I'm only a month by month plan

[hairbag1]

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@Falkej wrote:

I switched from virgin mobile to public, but was unable to have my phone unlocked. Now I have two sims that won't work. Virgin mobile said I need to contact public to reverse the port. Please help

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Top of the page, click on Get Help, then Chat with Simon to start process of moderator assistance.

[Carniam]

Why was your phone unable to be unlocked? Canada mandates that all carriers must unlock phones for free

[geopublic]

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@Falkej wrote:

I switched from virgin mobile to public, but was unable to have my phone unlocked. Now I have two sims that won't work. Virgin mobile said I need to contact public to reverse the port. Please help

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@Falkej   Unlocking a phone shouldn't be that complicated. What is the make and model of your phone?