PM wont release my number

[SarahF13]

My Public Mobile number stopped working Thursday. They could not figure out the problem and I had so many problems with them that I decided to switch to another provider. However because that number still doesn’t work I cant receive the SMS to approve the transfer. I tried to get them to manually port it but then they said the request had the wrong account number. I have verified the account number multiple times. Now their customer service has stopped responding altogether. Has anyone had this problem? I haven’t had a working phone since Thursday night. This is so frustrating and I dont know what to do. 

[DennyCrane]

Unfortunately trying to port a line out that isn't fully functionating is going to be problematic. Part of the port process requires that you be able to receive a port confirmation text, and be able to respond back to it to authorize the port. I understand the frustration, but trying to abandon ship before sorting out the reason the line isn't working in the first place, is going to cause you no end of problems.

Are you sure the initial port from your previous carrier to Public Mobile completed? You mentioned the service working for a couple days; did that include incoming calls to your original number, and SMS? If you had it working and you still have 10 days left on your cycle, it doesn't make a lot of sense that it wouldn't work. Also if you just activated Tuesday (March 11th), it's not possible to only have 10 days left in your cycle (cycles are 30 days, not 15 days). Can you share a screenshot of your account screen (make sure to redact any personal information)?

[SarahF13]

My account is still active and paid for another 10 days - I haven’t cancelled my subscription yet. That’s why this is so frustrating 🙂 The phone number stopped working out of the blue and since they could fix it I decided to leave. But they won’t give me my number. So painful.

[Dunkman]

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@SarahF13 wrote:

Thanks @Dunkman They stopped replying Friday afternoon. I have responded to their last message multiple times and also sent 4 new messages over the last 2 days. I expected it to be slower over the weekend but not to go dark completely.

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@SarahF13 

That is frustrating. CSA is slower over weekends, but should not be that slow.  

If your account is inactive, no porting out will work (unless you are porting to Telus or Koodo).  Unfortunately, you may need to re-activate your PM account by paying for one month. Then contact your new mobile company to attempt the port again.  Use the PM account number, phone number and account holder name as porting information (avoid using IME of the phone). 

[SarahF13]

Thanks @Dunkman They stopped replying Friday afternoon. I have responded to their last message multiple times and also sent 4 new messages over the last 2 days. I expected it to be slower over the weekend but not to go dark completely.

[Dunkman]

@SarahF13 

Which company are you trying to port to?  If a non Telus company, your PM account has to be active for the port to be completed.  

When is the last time that CSA responded to you?  Unfortunately, it does take time in between responses and they don't work overnight.  

[SarahF13]

Thank you @Chalupa_Batman Do you know if they only work Monday-Friday? They were responding until Friday afternoon and then all communication stopped. I have sent them 5 or 6 messages and no response.