Ported number didn’t work

[Marco11]

I recently purchased ESim and ported my number from another provider. They had some problems with the port and need another request sent to them

it has been almost a week now with no phone- also I don’t have original sim anymore

please help

thx

dianne

[softech]

@Marco11 

There is a number to call to talk to live support,  they can re-trigger the process for you.  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

.But you need to contact your old provider and assure they can approve your porting request verbally before calling porting team 

[JRod · Accepted solution]

@Marco11 

Hello! Unfortunately you will need the SIM card from your original provider as the account has to be active in order for the Port to take place. You have to be able to respond to a text sent to that old sim in order to authorize the port.  Reach out to your old provider as they might be able to allow you to verbally authorize the port, do this before reaching out to customer service.

Customer service here will be able to restart the port for you, you just need to provide them with the account number from your old provider and the old provider account must still be active. 

Please click this link below to message customer service:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).