Porting from Speakout failed

[Ph0ne]

I want to scream.  eight, now nine, attempts at entering a support ticket have failed.  I just want to port my number from speakout.  Not break into the NSA

I have activated a PM simcard and now that everything is working I want to port my number from speakout.  I logged into my account and went through the process found under "Plan and Addons" (BTW this is a terrible place to put this).  The process said it was successful and when I turned on my new phone with the PM sim card the number was changed on the phone.  The new number was also shown when I log into my PM account.

A while later, I received a text on my old phone with the Speakout SIM still in it saying that the port was unsuccessful.  I tried phoning my number and it went to the old phone.  I tried the link that was attached to the text but it led me to a now dead chat interface.  It said the new chat interface was Simon. (Aside: the PM automated text needs to be updated so that it does not lead to a dead interface)

I used Simon and it led me to set up a community account and submit a ticket.  I have tried a bunch of times to enter the ticket and it keeps failing verification.  I click verify then the button goes inactive and the submit button is inactive.

Some questions about the ticket and verification:

What phone number is supposed to be entered in the verification?  My account now says shows the new Speakout number and not the one that was provided on PM setup.  Do I use this one or the one supplied during PM setup?

What amount should be entered for the last payment.  Pm shows the 25.00 amount before tax or the 28.00 amount charged to my card?

Instead of this verification stuff, why do they not not just submit the ticket from your account page?  you are already verified enough to totally mess with your account?

The additional info for the ticket asks for an account number for the previous provider.  Speakout does not have account numbers so what should be entered here.

This is a heap of frustration.

[Anonymous]

@Ph0ne 

if you stuck with Transferring your old Phone Number, or is not complete processing

Here’s how to contact Customer Support Agent by CS_Agent,

• you need to send a private message to Customer Support Agent by CS_Agent, by Click Here link. 

• please include in your message,
  
• phone number,
• which carrier,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  
• Check your private message inbox (click on the envelope top right of your screen)

Good Luck and your welcome to Public Mobile
you will be very happy...with a Fabulous Service..

[softech]

@Ph0ne   you have an active PM account already?    

If you do not have a PM account yet and try to port in the number while you activate, DO NOT do that with SpeakOut.  Activate the PM account first with a temp. number.   

Once your PM account is fully activated,  login to your My Account and request port in, 

Simply put  the IMEI  in the field: Equipment Serial Number. 

!!Do not use an account number and do not fill in the PIN for porting 

[Yummy]

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@Ph0ne wrote:

I used Simon and it led me to set up a community account and submit a ticket.  I have tried a bunch of times to enter the ticket and it keeps failing verification.  I click verify then the button goes inactive and the submit button is inactive.

---

This is know issue with creating a ticket through chatbot. Please use below link to send private message to CSA. They WILL get back to you, just be a little bit patient.

- Send a private message to the CSA by clicking here. 

[Ph0ne]

This could be where things went off the rails.  The PM form requested the serial number so that is what I provided.  If PM wanted the IMEI number instead then it should have asked for that!?!

[softech]

@Ph0ne   it is a known issue.  What I provided was other's experience with porting in from Speakout  🙂

So, you have a active PM account now?  If you do , then request port in as advised in my earlier post

[softech]

@Ph0ne   Here are two posts from before which could help

https://productioncommunity.publicmobile.ca/t5/Getting-Started/Transferring-a-number-from-Petro-Cana...

https://productioncommunity.publicmobile.ca/t5/Getting-Started/Porting-number-from-Speakout-Apply-al...

[z10user4]

 @Ph0ne : I see. Yeah the thing says "Equipment Serial Number". Seems understandable. Click on the little question mark and it finishes with the *#06# instruction which actually gets the IMEI. Dang.

@J_PM: Any chance changing the wording/terminology for the porting form?

Current: Old Service Provider Equipment Serial Number:

Maybe change to simply : IMEI (*#06#)

[Ph0ne]

I want to scream even more. The PM CS agent that I am messaging with has repeatedly asked for the account number for the speakout account.  After several times telling her that speakout does not use account numbers I called speakout just to be sure.  They do not use account numbers.  Why do the professionals not know this when all you guys do?  She says she tried to port it over again but it failed.  What can I do now?    Does anyone know if speakout sends a confirmation text message to permit the port?  I have not received one.

[softech · Accepted solution]

@Ph0ne   Have you formally put in a porting request from My Account, Change Phone number ?  If so, there is a  porting team number you can call and work with porting expert.   I will message you the phone number via Community inbox, envelope icon on top

But, you need to put in the request first before calling