Phone Number Port Not Sticking

[d-guinard]

Hi, a couple of days ago I had my neighbour help me sign up with Public Mobile. While signing up I had my old Rogers number ported (from an active account). This worked fine for approx 24 hours and then Public Mobile assigned me a new number. We attempted to port the number again from "My Account" which was again successful. Approx 24 hrs later I have a new number again. What do I need to do to get my number to stick?

Thanks

[AE_Collector]

But you said service from Rogers quit working so you got a PM sim and switched. The fact that your Rogers service wasn’t working is quite likely related to your porting problem.

[will13am]

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@d-guinard wrote:

It should have been, it is paid up and still active. I guess I will have to call them and confirm. I guess I will need to get another SIM card from them before I can move forward?

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If the account went inactive prior to completion of the number transfer, I would assume you could get them to restore account status to active without the need of another SIM card.  They should be able to confirm that.  Once things are straightened out from that end, you can attempt a number transfer from this end again.  

[d-guinard]

It should have been, it is paid up and still active. I guess I will have to call them and confirm. I guess I will need to get another SIM card from them before I can move forward?

[will13am · Accepted solution]

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@d-guinard wrote:

Hi @hTideGnow, I was able to make and receive calls with my ported number for approx 24 hours. Then it stopped working. I ported the number again and it worked for incoming and outgoing calls again for approx 24hrs. I did not receive an e-mail from PM saying the port had failed. My old Rogers SIM card was not working so I was unable to receive any texts from them. I just received this text from PM a minute ago "Public Mobile message: Your old number appears to be inactive and we can't move it over right now. We assigned you a new number, it's ###-###-####. If you still want to move your old number, call your previous service provider to reactivate it, then follow these instructions"

PREVIEW

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Was your Rogers account active at the time you attempted the number transfer?  If it was not, then the transfer will not complete.  Judging from the text, this seems to be the case.  

[d-guinard]

Hi @hTideGnow, I was able to make and receive calls with my ported number for approx 24 hours. Then it stopped working. I ported the number again and it worked for incoming and outgoing calls again for approx 24hrs. I did not receive an e-mail from PM saying the port had failed. My old Rogers SIM card was not working so I was unable to receive any texts from them. I just received this text from PM a minute ago "Public Mobile message: Your old number appears to be inactive and we can't move it over right now. We assigned you a new number, it's ###-###-####. If you still want to move your old number, call your previous service provider to reactivate it, then follow these instructions"

PREVIEW

[will13am]

@d-guinard , please check your account again using incognito mode on the browser.  The online account can be very finicky otherwise and you might end up seeing stale cached data.  

[d-guinard]

Thank you so much for the quick response. My Rogers SIM card stopped working and rather than deal with them anymore I decided to get a Public Mobile SIM. Rogers may have sent out a text but I would not receive it. Is there any other way to move forward with this?

[hTideGnow]

hi @d-guinard what is "work fonr" for 24 hours?? usually when porting in progress you can still make outbound calls and just not receing inbound calls on PM sim 

And did you ever reply YES to Roger's Porting authorization text?

Or did you actually get an email from PM saying the port failed?

Please give us more details

[Handy1]

@d-guinard 

Sounds like a stuck in port issue .

Will send you porting team number

For live support to fix the issue

Private message . Top of page envelope icon

Additional info on porting

When transferring (porting) your number to any new carrier it’s important to remember to leave the old providers SIM card in the phone until you receive the confirmation text from old carrier @that point you have 90 mins to reply YES to the confirmation text … also when going thru this process the new provider will want you old providers account number and will ask for IMEI number disregard this (IMEI) number as it has a tendency to just cos porting hiccups .. so if your ready to port to pm and already activated a SIM card you can go to your self serve serve profile tab and change /transfer (port) number this can also be done on activation but it’s advised to pick a temp number first then port 

[softech]

@d-guinard did you get a text from Rogers asking for your approval to port out?? did you reply Yes?

There is a number to call to talk to live support,  they can confirm if there is a pending poet request and the status  I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) .  Check the envelope icon on top right.  Call them and get it fixed