Porting Fail

[Akilies]

Thank You to all that has help me with getting my number ported to Public Mobile, I was able to get the request from Koodo to port my number, I have confirmation the account now is closed at Koodo but I'm still unable to have my phone activated, they say it should take up to 2 hours to activate it, it's been 7 hours now. Is there a number to contact Public Mobile, I currently have no cell service. 

Thank You for everyone's help

[cgzhao]

I did follow the information 

[darlicious]

@cgzhao 

The name on your pm account does not matter but the name you enter when making the port request must match exactly to what is on your fongo account.

[cgzhao]

I follow all the instructions,the only difference my PM name is my husband and fongo is my name,does that matter?

Why fongo not released it?I paid another month fee,not much but frustrated 

Also I wasn't given a new number, same number works well including incoming call since Dec 9 to yesterday.

I am in porting again, same number,can't receive calls only,thx 

[darlicious]

@cgzhao 

Something must have been incorrect the first time you requested porting. A new number is assigned to your pm account if the port does not complete within 30 days. This is the basic info required to port from fongo.

Customer Name and Address – Obtaining your customer name and address from your Fongo account:

Log into www.fongo.com or www.freephoneline.ca (depending on your service)

Click “Settings”

The name and address used for your Fongo account will be displayed

The Fongo Phone Number you wish to port

Re-seller Name: Fongo 

Service Type: Landline (All VoIP service phone numbers are considered a landline)

Refer to fongo's faq for further info on what could prevent porting from completing.

https://support.fongo.com/hc/en-us/articles/212437466-Transfer-my-Fongo-Home-Phone-number-to-another...

[cgzhao]

My pm worked all good last 3weeks

[cgzhao]

With past 3 weeks,I have called Telus porting team and message pm  agent multiple times to make sure it's complete.also emailed fongo so many times, fongo said it's not completed, the phone works fine and after a month,they claimed back says it was not authorized, I don't understand, I have told them a million times.my PM second renewal was on Jan 3, and lost it on the 6th, not sure I have to pay again, such a mess.

[softech]

@cgzhao was Fongo not releasing the line?  with VoIP provider, there is no text authorization, you really cannot tell if Fongo got the request or if they are in progress to process it.

This time, keep email or call Fongo and big them for status.  And remember, porting is not really completed until your PM sim card is receiving incoming calls (outgoing calls always work even porting has not been done)

[cgzhao]

for sure, it took a week to get public mobile working  and no problem ,but after a month, it went back to fongo again. now i started over again, not sure what happening this time, and i couldn't log in self service.

[softech]

@cgzhao Porting from VoIP provider like Fongo is differentl.  It always tak long to port from non-mobile provider and Fongo seem to be worst

Porting from mobile provider is usually smoother.  The fact that @Akilies 's Koodo account is closed meant porting is completed.  It could be a sim provisioning issue for OP instead

[darlicious]

@Quigley 

The OP already had help porting the phone number into pm....unfortunately there was no mention in the other thread that the pm Sim card was not working. 

@Akilies 

The porting department cannot help you only customer support has access to your pm account. Submit your support request ticket asap so that you get a response from customer support before they close at 10pm eastern and they can get your services working today.

[cgzhao]

good luck, i am still waiting for my second trial of porting from fongo after a month. voip and fongo is a real pain

[softech]

@Akilies if your Koodo account is closed, porting is completed

Can you make outgoing calls? does it show connected to PM Network?  

If you cannot make outgoing calls it is a sim call provisioning issues , it is not a porting problem

In such case, instead of. calling porting team, open ticket with PM support instead:

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[esjliv]

@Akilies  - have you restarted your phone lately? Maybe try then see if you have services. Also, perhaps perform a reset of the device's network settings.

Perform a Reset of your device's Network Settings. This also resets Wi-Fi networks and passwords, cellular settings, VPN and APN settings, and connected Bluetooth devices that you've used before.

Iphone:

To Reset Network Settings, begin by opening the Settings app. Next, tap General -> Transfer or Reset iPhone -> Reset -> Reset Network Settings. and enter your passcode.

Your iPhone will reset network settings and restart itself.

android:

Find and tap Settings > System > Advanced > Reset options > Reset network settings.

[HALIMACS]

@Akilies 

No number, just CSA

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[darlicious]

@Akilies 

Do you have no services on your pm Sim card? Then your Sim card did not provision correctly upon activation.  You need to contact customer support to properly provision your Sim card to your account. Submit a ticket via SIMon or if that gives you trouble then read the spoiler in the linked post to send a private message.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/td-p...

[Quigley]

@Akilies 

I'll send you a phone number to call.

Check out your mailbox.

Correction:  The porting dept.  won't be able to help you so you'll have to get in touch with a Customer Support Agent instead.   My mistake.