Pixel 5 not receiving texts issue

[johnnythejames]

Hello Support,

I signed up for Public Mobile earlier this week and have been I'm unable to receive text messages from non-Public Mobile members.

A few things:

1. I have an unlocked Google Pixel 5 that was previously on Virgin Plus.
2. I can send messages and make phone calls to both Public and non-Public mobile members.
3. I have changed the settings to prefer LTE over 5G.
4. I have done the Reset for Network and Bluetooth.
5. I put the SIM card in an old Samsung S6 but that didn't do anything - I didn't receive any missed texts from there.

Any help would be very much appreciated!

[BKNS27 · Accepted solution]

@johnnythejames 

It looks like your request to port your old number over to PM. You are required to leave the Virgin SIM in your phone and reply to the text with YES to confirm you are porting over to PM. There will be a 90 minute window for you to reply or the porting will be cancelled.

So your Virgin SIM should still work.

This is the biggest common mistake by new members.

You will need to contact a CS_Agent to restart the porting process but remember to keep your Virgin SIM in your phone.

Also, your Virgin account must be Active to port your old number over.

[computergeek541]

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@johnnythejames wrote:

Unfortunately, I need Public Mobile to resend the port out request.

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To do that, a ticket should be oepned. Please ask a customer support agent for help using the chatbot.  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[johnnythejames]

Unfortunately, I need Public Mobile to resend the port out request.

[johnnythejames]

@will13am Ah, I think I may need to call Virgin Plus then.

I had already switched my SIM before the transfer. Perhaps they sent me a text.

[johnnythejames]

What does that mean?

[will13am]

@johnnythejames , by chance did you port in your number?  Usually problems with incoming text and calls are due to an incomplete number port.