Portfolio of number from Virgin Home Phone service

[Marinbl]

On Oct 29 I activated a new SIM card and asked to port my Virgin "Home Phone" number to my cell phone's new SIM. Now I can make outgoing calls and send texts from my cell. However some incoming calls come to my cell phone (Tells, Kodon) but my husband's Public Mobile cell calls go to the old Virgin Home Phone. Contacted Virgin and was told that the phone number transfer to Public Mobile failed and Public Mobile must request the transfer again. PLEASE HELP. I have no way to contact Public Mobile to ask them to request the transfer again.

[darlicious]

@Marinbl 

Thank you for the update. You gave us an important clue for future customers wanting to port their virgin landline to Public mobile.....virgin requires a verbal authorization to port out a landline. Most providers don't require verbal authorization as landlines have a low fraud risk unlike mobile numbers. If you wanted to share the virgin phone number you had to call we would welcome that info as well. Enjoy your pm savings!

[softech]

@Marinbl  so, it is actually a problem on Virgin side?

[Marinbl]

Thanks. After many frustrating hours talking to Virgin Support and being told that Public Mobile had to resolve the problem I noticed a phone number in the port email from Virgin that gave a phone number which would allow verbal approval for the port. It finally got the problem resolved.

[darlicious · Accepted solution]

@Marinbl 

Call the telus porting department and find out why the port failed? Ensure the info entered will be correct for the second attempt at porting. Double check that the account #, account holder's name and address are correct along with the phone number. You can have the port request reinitiated via customer support or by submitting the request with the correct info thru the telus porting department. 

Most landline ports should complete within two business days but can take up to 7+days to complete depending on the provider. You will continue to recieve incoming calling on the landline until the port completes. Once completed the landline will cease working and the account will automatically close. All incoming calls at that time will be directed thru to the pm Sim card/cell phone.

[computergeek541]

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@softech wrote:

@Marinbl it is normal that porting from Home phone or VoIP could take as many as 7 days.  So, it might be 1 to 3 more days before the porting will be completed.

But, I will send you a number for PM porting team , you can call them tomorrow mroning and as for status update.  Please check your Community inbox 

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The old carrier has already informed the customer that the porting has failed.  If the old carrier (Virgin home phone) is providing accurate information, waiting won't help.

[computergeek541]

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@Marinbl wrote:

On Oct 29 I activated a new SIM card and asked to port my Virgin "Home Phone" number to my cell phone's new SIM. Now I can make outgoing calls and send texts from my cell. However some incoming calls come to my cell phone (Tells, Kodon) but my husband's Public Mobile cell calls go to the old Virgin Home Phone. Contacted Virgin and was told that the phone number transfer to Public Mobile failed and Public Mobile must request the transfer again. PLEASE HELP. I have no way to contact Public Mobile to ask them to request the transfer again.

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Please open a ticket by asking the chatbot for a Public Mobile customer support agent.  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[DDM69]

Hello, 

You can use the chatbot to submit a ticket.  Then you'll be in contact with someone that can help you.

[softech]

@Marinbl it is normal that porting from Home phone or VoIP could take as many as 7 days.  So, it might be 1 to 3 more days before the porting will be completed.

But, I will send you a number for PM porting team , you can call them tomorrow mroning and as for status update.  Please check your Community inbox