Port from Shaw to public mobile

[Edmonton23]

I can not receive calls or texts from contacts. Shaw said I am to request another port from Shaw. I do not even know how to find a "request port" anywhere. Please help! I'm getting frustrated. I'm still with Shaw until I can call back within the 90 minute window for a manual port. 

[darlicious]

@Handy1 

You don't need to explain this to me you need to explain your posts to the OP. Your posts need to be relevant to the task or the issue at hand. It should be obvious to you that the OP wants to port their number in from Shaw, that there has been a port request already but the OP has been unable to verify via text message as they have mentioned having to call them back within 90 minutes to verbally authorize the port. Their issue is not understanding how to reinitiate a port request so as to get the 90 minute window to verify. They have 2 choices:

1. Call the telus porting department with the Shaw account #.
2. Contact customer support to do this (#1) on their behalf.

The former being the better choice as it will be quicker and given that the OP must call Shaw to verbally authorize the port by calling the telus porting department themselves they will know exactly when the 90 minute window to authorize the port request begins.

Read a customers question carefully. Identify exactly what the issue is that they need help with.  If not enough detail is supplied by the customer ask relevant questions so as to narrow down the possibilities to a couple of likely scenarios.  Explain the cause of each possible issue and offer the ways it could be resolved. This could be a troubleshooting list, directions on how to perform a certain account with their account(s) or their device etc....or if it is solely back end access account related give them the links to contact support and tell them how or what to ask the CSA to do for them.

[Handy1]

@darlicious @I never said op can reinstate on self serve  , I was saying how to port from , Shaw to public with self serve sorry if I confused anyone ,

edit and the part about choosing a number with public was simply meant that if you don’t care about the old number you can just get a new one 

[darlicious]

@Handy1 

Take the time to read the knowledge articles on porting and use the search bar to search posts on incomplete porting so that you learn the ins and outs of porting so that you are not guessing and possibly providing misinformation that could cause the new customer further frustration, time and in some cases cause them to lose their phone number due to you giving the customer the wrong advice. Put the customer first rather than your quest for bravos and solutions that may earn you a higher community reward.

Specifically.....

1. A customer cannot reinitiate a port request within their self serve account within the first 30 days when there is incomplete port request (stuck port).
2. Requesting or changing phone numbers with a temporary number will cancel the current port request and can cause the phone number being ported to be returned to the original provider. If this is not the provider that the number is being ported from that phone number can be lost forever and/or cost the new customer a significant amount of money, time and frustration trying to retrieve it. When that phone number has been with a customer for a significant amount of time and is tied to 2FA verification for countless accounts you are causing a huge disservice to the customer.

Take the time to research and gain the knowledge required to properly provide help and support to customers in the community. We are only as good as the knowledge we provide as a collective community. Providing misinformation especially if it's detrimental to a customer reflects poorly on us all not just you.

[darlicious]

@Edmonton23 

Call the telus porting department phone number supplied by @softech with your Shaw account number to reinitiate your port request. Immediately after you get off the phone with the telus porting department call Shaw and verify your account and verbally authorize your port request. Your port will then complete within a few minutes to a maximum 2 hours. 

[Handy1]

@Edmonton23 @Is the Shaw account still active?

[softech · Accepted solution]

@Edmonton23so, they are ok with a verbal approval?  you can cal PM porting team and ask them to retrigger the porting .  I will message you the phone number, check your Community inbox for my msg 

[Edmonton23]

I have called shaw and told them I tossed out the old sim cards. They told me public mobile is to request another port and I am to call Shaw and do it manually over the phone. 

[softech]

@Edmonton23 call Shaws and see if they allows a verbal approval for the porting request, they might.  If not, you will have to buy a Shaws sim to complete the port

[Handy1]

@Edmonton23 @That’s a problem , you need to get back to Shaw support to try and retrieve the number and start port over again , or simply just choose new number now with public 

[Edmonton23]

The shaw sim cards have been tossed out 

[dabr]

@Edmonton23   Use the Shaw's website chat assistance to request that they submit another transfer text to you.  Meanwhile keep the Shaw SIM in your phone until you've responded to the text and you also need to keep the Shaw account active until the porting is complete.

[Handy1]

@Edmonton23 @you need to sign into your pm account and go to profile tab to change / port number if you have already activated your pm SIM card . If you haven’t activated it yet then you will have an opportunity to port your number from Shaw in that activation process just make sure Shaw sim still in phone to get that confirmation text 

[Handy1]

@Edmonton23 @You need to keep your Shaw SIM card in phone until you receive text confirmation text from Shaw you need to reply to text with YES in that 90 min window 

first thou maybe make sure your number from Shaw is portable #

Check to see if # can be ported

https://secure.koodomobile.com/checktransfereligibilityparrot/default.do