Porting Issue

[OntarioGuy1]

Hello,

I signed up with PM and a new number. Then I ported my number from Fizz. All the steps seem to have been completed because I can receive phone calls  on my ported number and the data is working, I can't send or recieve any SMS. RCS isn't working either and it seems to be "stuck" on the new number I was given when I signed up for PM. It's almost like it's 80% ported and stuck.

I've tried rebooting, I've checked the Access Point details and they're all OK.

Is this something to do with the PM backend?

Thanks

edited by computergeek541: changed category (discussion isn't related to Community)

[slusagm]

@OntarioGuy1 

Reboot your phone and Reset network settings, test incoming calls again

if you really not getting incoming calls, then the port was not done.  Porting team is now closed, so message PM first.  But I don't think they will reply tonight or tomorrow morning, cos they have a high ticket volumes now.  Then call the porting team tomorrow and ask , hopefully that is a faster way

[OntarioGuy1]

Yes I did reply to the authorization text sent from my old provider and I also got confirmation from my old provider that the request was confirmed that the number is to be transferred. I got your other message with the phone number to call about porting issues. Is that my best option? In my PM account, it does show the ported number.

Thanks for all your help!

[slusagm]

@OntarioGuy1 

that is a porting issue, your port was not done.  did you reply the porting authorization text sent from your old provider to your old provider sim ?

there is a porting assistance team you can call and ask for update.  I can't post the number here, but I will message the number to your community inbox.  Please check and call them 

But if you cannot reach them or they said they cannot help, you will need to contact PM using this link 

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

 And CS_Agent will reply to your community inbox, check here:

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

[OntarioGuy1]

Actually, I just realized that I can call out but nobody can call me. That is strange...

[OntarioGuy1]

Thanks. I reinstalled app and reboot the phone. The app reinitialized but it shows the wrong phone number. It's showing the number I got when I signed up for PM, not my ported number.

[slusagm]

you can resolve the problem yourself.  Uninstall Google Message and reboot phone, then finally reinstall it to force a RCS re-registration.  

if you still cannot send/receive RCS, then ask PM to reprovision the account.  

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.)  Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble using Chatbot to open ticket, then message PM using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage