Porting from Koodo taking forever

[davis78]

Hi folks,

I signed up for Public Mobile on Tuesday Nov. 15th in order to take advantage of their Fall promotion for 12 GB over 3 months. The activation went fine but since im on Koodo i had to request for porting of my old Koodo number through the Public Mobile "Get Help" request. However, it is now Saturday and i still have yet to receive any update on whether PM got my message and when the port will happen. I saw some people mention it could take up to 48-72 hours, but it is already past that and i still see that my Koodo account is active. I've been waiting for it to become inactive at which point i assume the port will have taken place, but like i said this still hasn't happened. Can one of the moderators help me out here ? If you need to find my account, you should be able to use the email address i signed up for PM community with. It is the same i used for activating PM account. Thank you.

-Dave

Going to tag a moderator here in hopes that i get a response from one of them: @Mary_M

[exkoodo]

I posted earlier in this thread, and since then my number has successfully been ported.

Overall, took a bit more than two days to port my post paid koodo number. No complaints here given how many new signs up they had this weekend. 

[ToniCipriani]

---

@phil_x wrote:

I finally got mine working yesterday after 3 hours. Looks like the problem was the site having issues probably due to increase traffic. Once the check availability feature worked everything else went smoothly. Mind you I was not a monthly plan customer with Koodo and not prepaid. 

That said, I still have not received a reply from any Mod after sending a private message yesterday as suggested by PM. Overall, while I understand the traffic issues, I do believe that there is no reason why should be such a confusing process. It should be stated in simple terms with instructions. I also believe that being an online service only does not have to necessarily have crappy customer service or moderators or whatever you want to call. All due respect to mods and contributors as this is not necessarily against them, but yoiu get the point. 

---

Well mine went through, page said successful, Koodo postpaid line cancelled but PM still using the random number. 

And no, I did not use the same email.

[phil_x]

I finally got mine working yesterday after 3 hours. Looks like the problem was the site having issues probably due to increase traffic. Once the check availability feature worked everything else went smoothly. Mind you I was not a monthly plan customer with Koodo and not prepaid. 

That said, I still have not received a reply from any Mod after sending a private message yesterday as suggested by PM. Overall, while I understand the traffic issues, I do believe that there is no reason why should be such a confusing process. It should be stated in simple terms with instructions. I also believe that being an online service only does not have to necessarily have crappy customer service or moderators or whatever you want to call. All due respect to mods and contributors as this is not necessarily against them, but yoiu get the point. 

[ToniCipriani]

---

@happypig wrote:

I have emailed and PM'ed Mods regarding the Koodo postpaid account porting failure.

The request was made on November 12 via email and private message, and none of them has been read.

I lost my number and am regretting the switch now.

---

I don't think it's lost yet. Numbers are actually kept 90 days before it's recycled into the pool.

http://www.howardforums.com/showthread.php/1890358-How-long-before-a-number-is-returned-to-the-pool-...

[happypig]

I have emailed and PM'ed Mods regarding the Koodo postpaid account porting failure.

The request was made on November 12 via email and private message, and none of them has been read.

I lost my number and am regretting the switch now.

[ToniCipriani]

---

@smp99 wrote:

So It looks like prepaid you have to contact PM, post paid seems ok.

Note the Accts numbers for PM and Koodo prepaid are similar both are 10000000xxxxxx. Koodo post paid is 8 digits with no obvious pattern.

---

Not for me. Old line disconnected, PM side still using new random number.  In one post I found @Shazia_K said it could take up to 72 hours, as of now I'm at 60 hours and still nothing. People said it's due to using the same email for self-serve in both Koodo and PM, but I didn't.

Also PM'ed @Mary_M, hopefully it'll be better after the rush today.

[Tomuchwork]

Koodo is Telus, as well as PM

[akpo]

Koodo is with Rogers, I believe?  I tried porting with Rogers and after I ported, talked to a Rogers retentions agent to cancel the old plan and he suggested that I try a Koodo's plan, lol.

Ported from Thursday and I believe my port is still incomplete because I can't get incoming calls.

Anyway @Shazia_K if you can help me out one more time then I would be good to go!  Thanks for the amazing service PM, I know you guys are a self-serve/community based cellphone company but the help I've been getting for porting is phenominal.  Hang in there, porters!  The wait is well worth it.

[smp99]

Busy day today

Yesterday I was able to port a Koodo Post paid - no problem -30secs

Today - I tried 3 different prepaid Koodo number (3 separate PM accts) and when I click "Check Number Eligibility" I get a message indicating there is a problem with system - please contact PM.

Also today - in the middle of the 3 prepaid attempts, I was able to port another postpaid Koodo number - no problem - 30secs.

So It looks like prepaid you have to contact PM, post paid seems ok.

Note the Accts numbers for PM and Koodo prepaid are similar both are 10000000xxxxxx. Koodo post paid is 8 digits with no obvious pattern.

[JDC2000]

I tried doing what you said to do but when I hit the button to "Check Eligibility" the website just crashes and gives me a Generic Error screen and tells me to sign out and sign in. I changed my Koodo email to a different one and signed out and in but it has not stopped this website error. 

[selvia_foeng]

I experienced the same problem.

I finally asked for help from Moderators.

It took me 4 days until they answered my Personal Message..

Then it will take at least 72 hours to port.. I dont know how long it will take..

It has been almost 96 hours and nothing has happened yet..

could anybody else share their expereince?

It is frustrating for sure...

we got what we've paid for for sure.. we are paying less in expense of customer service..

[exkoodo]

I'm also in the same boat as everyone in here.

Tried porting and got "We are experiencing difficulties in processing this request. Please contact Public Mobile for additional assistance", and now my PM sim is unable to make any calls. My koodo sim is still active at the moment.

My selfserve does show my koodo number, so not sure what that means. 

@Mary_M, @Saray_O Please help!

[trader]

@srlawren Thanks for your detailed instruction.

You are right. I am a pre-paid Koodo customer. But I didn't use the same email address between PM and Koodo. Unfortunately I am actually getting stuck on Check Eligibility with that error message" "We are experiencing difficulties in processing this request. Please contact Public Mobile for additional assistance."

Now I just tried porting again and got a different error message "Generic Error. Oh no! It looks like something went wrong, but don't panic. log out and then log back in again to continue. or return to the login page."

This is so frastrated.

[nikisa]

Hey....so I'm in kind of the same boat and there seems to be a lot of smart cookies commenting on this thread so I thought I'd hop in and see if anyone has advice for me.

I registered with a "new" number as per the instructions, and then after activation I requested a port through self-serve for my old Koodo number. I received no error messages but it did not work. I'm currently still using my Koodo SIM and services and it's been about 36hrs. My Koodo number is now what shows up in my PM self serve, so I can't seem to re-try the port. (How can you port over a number you already have?)

I'd love to not be paying two bills. Also, my Koodo account had like no data and I want to start using my sweet new PM services, or cancel ASAP. Help?

[srlawren]

For anyone that is curious, Public Mobile shares a back-end system with *pre-paid* Koodo customers. So if you try to port form pre-paid Koodo to PM using the same email, the system thinks you are trying to do an intracarrier port which do not work, only intercarrier. You can't port from pm to pm or Koodo to Koodo, and the system thinks that what you're trying. Using a different email ensures it knows otherwise.

Koodo post-paid customers aren't in the same system that pm uses and thus don't fall into this issue.

[srlawren]

@smp99 the procedure I laid out works for prepaid Koodo accounts. Please try it.

@JPhone correct, no need for anything special in post-paid Koodo accounts.

[JPhone]

I just successfully ported my Koodo post-paid account's phone number over, and I didn't have to change my email address (which was the same for Koodo and PM).

After submitting a "contact us" request two days ago, but not hearing back yet I saw something regarding doing a change phone # in the forum in a different thread.

So I logged into my account on PM and went to the "Plans and Addons" -> "Change Phone Number" tab and checked the availability for my old cell # then submitted my account # and just put my old cell phone # to be ported (yes I'm bad! 🙂 in the alternate and about 5 mins later it was ported over.

Then I got an email from Koodo about the old account being cancelled which confirmed it, and calling out to someone else showed my ported # on their caller ID.

Hope this helps someone else since you guys are pretty busy right now with people trying to register for the 4 GB / month promo 🙂

[smp99]

for those who SUCCESSFULLY ported from Koodo via online automation, was this from Koodo postpaid or prepaid. 

I am specifically looking for someone who did this that is prepaid 

[vgdam]

@srlawren. I know=). But in my opinion, I think you guys are doing great! Keep up the good work!

I will also try to provide some of my assistance to the community.

[srlawren]

@vgdam we try! It seen tough the past month since the promo started. Unfortunately some people have fallen through the cracks it seems, due to the overwhelming volume of activity. This appears to have been a very successful promo for pm!

[srlawren]

@davis78 yes it's frustrating. Myself and other community members have given this advice many times repetitively as a result. In the vast majority of cases following those steps works and requires no intervention or assistance from support staff. It must drive them a bit nuts too lol.

[vgdam]

@davis78, I am glad to hear it worked out for you!

And I totally understand where you're coming from. I was also getting worked up with this issue too until I visited the public mobile forum. The community is extremely helpful and responsive!

[davis78]

Thanx @srlawren / @vgdam. That worked like a charm! I now have my Koodo number ported over. Public Mobile could save themselves a lot of headache if they would just include some directions on how to do this somewhere. Hopefully others find this thread. 

[vgdam]

haha, hey @srlawren, its all good. I didnt have any trouble understanding it, I am sure no one else will either!

[srlawren]

@vgdam thanks! I just re-read it and it's full of typos. This is the hazard of typing quickly on your phone and having it auto-"correct" as you type. It often guesses wrong and sometimes I don't notice. And since I'm in the mobile browser st the moment I can't even edit the post to fix it. Embarrassing but hopefully people CNA figure out what I was trying to say lol. Foe = for, tour = your, j = in. Etc.

[vgdam]

Thank you @srlawren for the detailed response!

[srlawren]

@trader are you a pre-paid Koodo customer? Did you use the same email address activilating your Public Mobile account ad you use a Koodo? If so please see my response immediately above this response. You should be able to re-request your port using that technique.

[srlawren]

Glad to hear that worked @vgdam. Sorry I was just about to respond to your private message when I saw this.

For evwryone: the reason it's suggested to let a moderator help you from Koodo is there is a small catch. If you have a Koodo *pre-paid* account, foe the port to work, you *must* have a different email address on file for the two services. So if you registered for PM in the activation step using the same email that you have on file at Koodo, then you must first do this:

Sign into your Koodo self-serve account and change the email address they have for you to an alternate email address. If you don't have a secondary one (most people do), sign up for a free Gmail.com or outlook.com address first.

Once you are sure your email is different in the two systems then sign into your Public Mobile self-serve account (https://selfserve.publicmobile.ca) click on plans and add ons, then change phone number. Click on the option to transfer a phone number.

On the next step, I suggest you put a checkmark in the "I am authorized..." checkbox *first* and then fill j. Your Koodo phone number and click the button to check eligibility.

On the next step as per @vgdam, use only tour Koodo account number, your name exactly as it shows up in Koodo self-serve system in the bottom field, and an alternate phone number they could contact you at (they won't, but it's a required field) in the event of an issue. Any phone number other than your Koodo # or you temporary Public Mobile # will work--home #, work #, spouse/partner's #, etc. Leave all other fields blank and submit the request.

[vgdam · Accepted solution]

Here's my step to step guide for those who need help porting their koodo numbers to public mobile.

1. Go to My Account (top right of the screen)

2. Click on Change plan

3. Click on Change Phone number

4. Check the box "Transfer a wireless or wireline number from Public Mobile or another provider"

5. Enter your old number into the field box.

6. Click on "Check Eligibility"

7. Then enter your information (note: I only had to enter my account number and PIN)

8. Check "I am authorized to transfer this phone number"

9. Click "Confirm"

And you're done. Enjoy!!

[vgdam]

Thank man, that worked. Number is now ported over. Not sure why public mobile says you need a moderator to complete this process for those who have koodo numbers...