Porting Phone Number Timeout

[matthewsimser]

It's almost like PM doesn't want me to leave.. My iPhone 13 stopped working, and am unable to recieve SMS notifications for a Port Release Code.. Here I am, twiddling my thumbs, waiting for someone on the team to respond to my ticket. The 90 min window ended well over 5 hours ago, and I have heard nothing from the PM team. I feel like a prisoner, I just want to leave! Of course, chatbot is useless with anything that requires human verification. sigh.. maybe posting this will help! 

[Moses_B]

@matthewsimser Please review your community inbox, our support team has reached out.

[hTideGnow]

sorry @matthewsimser 

purchase another esim is a must so you can get the text. If you had an esim before, and the last eSIM you got was over 15 days ago, then an eSIM replacement is free.  So, just get it on your temporary phone

[matthewsimser]

I do not have a device that can take an e-sim. I have an old iPhone as a replacement.. surely there is another way? Surely the phone number I've had for 10+ years is not being held hostage by PM... I don't think I should have to purchase another e-sim, but I would if that's what was absoloutely necessary. However, I cannot! What can we do to fix this?

[hTideGnow]

hi @matthewsimser 

the text approval is needed, you won't be able to approve it if your phone cannot receive porting authorization text

since there is no exception,  you will have to buy another eSIM first to get the text to approve the port 

[matthewsimser]

Hi! wow what a quick response, thank you! My account is still active, but I am unable to recieve SMS since my iPhone which is totally broken had an E-Sim.  I have already submitted a ticket, 5 hours ago. I have heard nothing back, but when I do, I will contact my new carrier. Thanks again

[hTideGnow]

hi @matthewsimser your account is still active and able to receive SMS?

ask your new carrier to resend porting request 

If same,  please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Support will reply via Community inbox here within 2 to 4 hours:

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