Phone number transfer

[amurray2008]

Switched providers from Virgin Mobile to Public Mobile a couple of days ago- receiving some texts, I can call out but not receive phone calls.  I called Virgin and they said the transfer is incomplete. Tried to contact / create a ticket through Public Mobile for technical service but not getting anywhere...is there normally a few days for the number transfer to occur or a way for me to contact a person to deal with the issue I am experiencing.  Thank you!!

[hTideGnow]

HI @amurray2008 Usually when no inbound calls make it to PM, it is a problem with the porting not being done properly

So, are you just not getting SOME calls or no inbound calls at all?

If you have the Virgin sim card with you, put it back into a phone and test if it works. If you can still make calls with the Virgin sim and receive calls there, then Virgin has not released the line yet and hence the PM line is not fully functioning

[esjliv · Accepted solution]

@amurray2008  - submit a ticket with Public Mobile representatives (CSA) to restart the porting process so Virgin gets the request, click this link for issues with transfer/porting of phone numbers over to Public Mobile.

• Cell ports can take 2-3 hours. Use the previous provider's SIM card to receive the porting transfer text for approval, within 90 minutes, to port over to Public Mobile and to receive calls from until port is complete.
• Landline/voip ports can take 3+ days. Expect a mix of services on the landline and Public Mobile SIM card until port is complete.

When the incoming calls stop on the previous provider’s SIM card and/or landline/voip account, that is a good indication the port is complete.

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

[BKNS27]

@amurray2008 

The most important step in completing the porting of your old number is to reply to the text confirming you are porting over to PM with YES within the 90 minute window.

If you missed this step or missed replying within 90 minutes then you need to contact a CS_Agent to restart the porting process for you.

Remember to keep the Virgin SIM in your phone. It should still work if porting is not completed.

[Meow]

If porting is not completed you should not be able to receive neither phone calls nor SMS.

Contact porting team for assistance.

Did you follow porting steps to the letter?

Both accounts have to be active in order to port correctly. Keep old SIM in your phone, reply YES within 90 min of receiving SMS from Virgin.

[softech]

@amurray2008   you sure you got regular text and not iMessage or RCS?

It sounds like a stuck port but Virgin said it is completed?  There is a porting support team  you can call and talk to live agent on PM side, I will message you the phone number.  Call them and ask them to confirm if porting is completed.  Check your Community inbox for the number