Porting completed but SMS totally broken

[1245]

My porting process was completed a month ago, but my SMS service is completely broken. I cannot even receive system messages or verification codes. This is not a device issue. I have already followed all the standard troubleshooting steps, including restarting my device and reinstalling the eSIM multiple times, but the issue remains unresolved. Your standard support team is unable to assist me further. Since you insist that the porting process completed. I have been in contact with the losing carrier, and they have officially confirmed that they have not yet received a port completion notification from your company.

[softech]

@1245 

you have to work with CS agent via private messages to get your issue resolved.  You can reply them and ask them to escalate

  I will also message the Porting support number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) .  They might be able to check and help Check the envelope icon on top right.  Call them.  

[1245]

My porting request is in a 'Partial Port' state. My old carrier has confirmed they are still active and waiting for a Port Completion Notification from Public Mobile.

standard agents cannot resolve synchronization issues. Please escalate this ticket to the 'Porting Team' or 'Technical Team' immediately.

[1245]

My porting request is in a 'Partial Port' state. My old carrier has confirmed they are still active and waiting for a Port Completion Notification from Public Mobile.

standard agents cannot resolve synchronization issues. Please escalate this ticket to the 'Porting Team' or ' Technical Team' immediately.

[CSA_PM]

Thank you for the escalation! The customer is in contact with an agent.

[1245]

I have two numbers currently being ported to PM, and both are experiencing a 'partial port' failure.

To clarify, some services have partially migrated, but the porting process is not fully finalized for either number. My old provider has confirmed that they are still holding both numbers because they have not received the formal 'Port Completion Notification' from PM.

[1245]

The old provider is still active, I still receive text message at their end. I asked the old provider, they told me the porting is not complete, they still waiting port completion notification.

[softech]

@1245 

You mentioned you are unsure if the phone number transfer was completed,  I have escalated your ticket on your behalf.  PM support will reach out to your via Community inbox.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

(Since it is a bit late tonight, they might not reply you until tomorrow morning)

[slusagm]

It's a bit interesting.  You think port is not completed? So, is your account with the old provider still active?  If it is active, then port not done.  Please check and confirm 

[softech]

@1245 you removed the old sim card or disabled old esim? 

And if you are using Android, you tried uninstalling and reinstalling Google Message?

If you have done all above and certain not a phone issue, then ask PM to re-provision the account.    Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Ticket", click "Contact Us"  then choose a topic, click "Login", finally click "Click here to submit a ticket ↗" 
    (if unable to receive 2FA via SMS when login, click "Didn't Receive code" or "Resend Code")
     then choose "Send email" or "Send Voice Message" to get 2FA via email or voicemail)
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 ticket submitted, CS Agent will reply to you there