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Number transfer failure; charged for another month from old carrier

KaiSawamoto
Great Neighbour / Super Voisin

I requested number transfer last month. When a number is ported from old carrier, the old carrier should automatically cancel the contract.

Apparently, the porting request from public mobile to my old carrier didn't go through, and I was charged for another month by the old carrier.

Can Public mobile retry the porting, and more importantly, can you reimburse the charge?

5 REPLIES 5

RavingRaven
Model Citizen / Citoyen Modèle

@KaiSawamoto 

There's not really anything you can do about the extra monthly service charge from your old provider. Active service is required to request porting unless you are porting from either Koodo or Telus.

If your old account is postpaid your monthly plan amount will be prorated for the amount of active service days until your number port to Public Mobile completes. (ie. You port out on day 3 of your monthly service and you pay $31/month your final bill will be 3 days ×$1/day ($31÷31 days in January)=$3 +tax.

If your account is pre-paid there is generally no refunds offered unless the provider is at fault. ( ie. No porting authorization text was sent after the porting request was submitted with all of the correct, required info for porting.)

BKNS27
Mayor / Maire

@KaiSawamoto 

Did you reply to the text from your old carrier confirming that you are porting over to PM with the old SIM in your phone? This is a critical step in completing the porting. There was a 90 minute window for you to reply or porting is not completed. 
Also you account with the old carrier must be active to port over so don’t cancel service with them. The account will be cancelled automatically when porting is completed.


@KaiSawamoto wrote:

I requested number transfer last month. When a number is ported from old carrier, the old carrier should automatically cancel the contract.

Apparently, the porting request from public mobile to my old carrier didn't go through, and I was charged for another month by the old carrier.

Can Public mobile retry the porting, and more importantly, can you reimburse the charge?


Public Mobile wouldn't be able to refund a charge that another carrier has charged.  As for whether Public Mobile can do anything about the amount that was charged for the Public Mobile plan, that would be handled on a case by case basis by the Public Mobile customer support agents.  From the point of view of your old carrier, they're going to see it as them already providing the service, so the old carrier is unlikely to offer anything other than possibly a better price plan to try to get you to stay with them.

slusagm
Mayor / Maire

if it has been over a month, you will need login My Account and re-submit request 

just got to Profile page on My Account and click Transfer Phone Number.  This t9me, please remember you still need the old provider SIM card in a phone and wait for them to send a text for your approval to port.  And you need to reply yes within 90 mins

 

TheSterlinger
Mayor / Maire

@KaiSawamoto  If its been more than 30 days the port would failed. You'd have to start the process over again yourself.

As for a credit,  you'd also need to speak with an agent to inquire. Use the link below to ask.

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

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