Port Not Completed

[Sarah0110]

Hello - on sept 9 I requested that my daughter's account be transferred from Bell to Public Mobile however apparently the port was not completed and I'm still getting billed by Bell. Bell confirmed that no one responded to the text message to accept the port however my daughter did not receive a text message to confirm although as the account holder I did receive an email on Sept 9 to notify me of the transfer request.  I had set up her esim with Public Mobile and removed her Bell sim card so I don't understand how the port was not completed and how is she able to use her phone?  The Bell account shows no activity or usage for the last month.  Can you please help me trouble shoot this issue?  

[JRod]

During the porting process the SIM from the previous provider really shouldn’t be removed until after you’ve responded to the text authorizing the port and you lose service on that old SIM. That’s all good though, I’ve sent you the number to the porting team and they’ll get everything sorted for you.

Click the envelope icon if on desktop, the avatar in the right corner and then messages if on mobile, or be taken directly there by following this link:

 https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Sarah0110]

I only removed the Bell SIM card after I had installed the Public Mobile esim

[JRod]

@Sarah0110 

The text to authorize the port is sent to the Bell SIM card, so if you removed the bell SIM card immediately you would have been unable to respond to authorize the text. 

I will message you the number to the porting department and they will be able to re-start the port process for you. But you will need the Bell SIM in your phone to authorize the port. Once the bell sim loses service is your sign that the port has been completed and you can then turn on the eSIM and reboot your phone.