Porting my phone number

[yasirdildar]

The public mobile site says that it takes around 5 hours to port the existing phone number. However, I activated my SIM and requested the phone transfer yesterday but the transfer has not been made yet. I didn't even get an update despite sending multiple messages.

[Phil_Adelphus]

@yasirdildar   all the tickets have been cleared.

Do you mean that customer service have cleared your tickets (which probably means you did not respond in a timely manner), or that @computergeek541  edited out your ticket number?  If customer service have cleared your tickets you will need to start over with them, they are the only ones who can help you.

[yasirdildar]

Was responding to your response that all the tickets have been cleared.

[yasirdildar]

This is the ticket number: xxxxxxxxxxxxxxxxxxx

edited by computergeek541:  Posting a ticket number here won't yield any results.  Messages posted here will usually only be seen by other cusotmers.

[computergeek541]

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@Phil_Adelphus wrote:

@yasirdildar  I can understand your frustration, unfortunately Public Mobile customer service can be a bit slow at the moment but their hours are only 9 a.m. to 10 p.m. eastern time.  If you have a ticket number reply to that, if they don't get a response they will close the ticket in 24-48 hours.

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There is currently no known backlog of Public Mobile support tickets. The previous backlog was cleared.

[yasirdildar]

I did that during the hours that you mentioned.

[Phil_Adelphus]

@yasirdildar  I can understand your frustration, unfortunately Public Mobile customer service can be a bit slow at the moment but their hours are only 9 a.m. to 10 p.m. eastern time.  If you have a ticket number reply to that, if they don't get a response they will close the ticket in 24-48 hours.

[yasirdildar]

I informed them so many times. My call was answered and I was told that there is no request to port my number.

[Phil_Adelphus]

@yasirdildar  You said earlier that you asked PM customer service to initiate the port from Fonus, presumably because Fonus isn't listed as an option when you request a transfer during activation.  I would say the only thing you can do is reply to the customer service agent and inform them that the port hasn't happened.

When you called the number, was the answer automated or did you get to speak to an actual person?  If it was an automated answer, trying calling again.  If that doesn't work you still need to reply to the agent or open another ticket at the chat icon bottom right, or by private message at the link @Sansan gave you.  Everyone here in the community is a Public Mobile customer like you, we can't do anything with your account.

[yasirdildar]

Because my issue remains unresolved. Despite calling this number: 1-844-232-7678. I was told there is no request to transfer the number.

[Phil_Adelphus]

This is a continuation of this thread.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Porting-my-phone-number/td-p/1287262 

The previous carrier, Fonus, seems from previous threads to be treated as a landline for porting purposes which means that the port could take several days.  However it was not known yesterday that Fonus have not even received the port request which rather changes everything.

[yasirdildar]

Because I wasn't getting responses from private messages. The solution they gave me to call a number, which I did several times. However, they haven't received any request to transfer my number.

[eddieO]

@yasirdildar I will send you a private message with the porting teams number for you to reach. Keep an eye on your inbox (top right corner icon of an envelop)

[Sansan]

@yasirdildar  that is most disappointing. 

Who did you message? Contact Public Mobile at the link below for assistance. 

Check the envelope ✉️ top right corner for their response.  Typically 30 minutes  to 2 hours during  normal days. 

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

[yasirdildar]

It's been two days that my number has not been ported. I sent several messages but of no use. I called my previous carrier and they haven't received any request. Public Mobile does not have any phone number that I can contact and cancel my subscription. This is frustrating.

[yasirdildar]

I responded this three times already

[Phil_Adelphus]

@yasirdildar   Yes I understand Fonus does not send a message but since Public Mobile customer service has presumably initiated the port you will need to wait 3 or more business days before the Fonus number transfers to your Public Mobile sim.  In the meantime presumably your Public Mobile sim is working but with another number?  Just keep restarting the phone on at least a daily basis until the number comes through.  There's nothing anyone in the community here can do to expedite this, we are just customers like you.  If it's not working in 3 business days then contact customer service again to find out the status.

[yasirdildar]

My previous carrier 'Fonus Mobile' doesn't send that message. I am not using their SIM (it is mobile data operated app). I informed Public Mobile customer agent to specifically include 'Fonus Mobile' as carrier when requesting transfer of my number but didn't get a response yet.

[Phil_Adelphus]

@yasirdildar   From looking through previous discussions in the community, it was said that Fonus is considered a landline for number transferring services, in which case the port could take up to three business days.  Since you are in contact with Public Mobile customer support you'll need to keep testing for the number to come through and work with them if the transfer doesn't happen by then.

[yasirdildar]

I am not using their SIM and didn't get a text from my previous carrier (Fonus Mobile).

[yasirdildar]

My previous carrier 'Fonus Mobile' doesn't send that message. I am not using their SIM (it is mobile data operated app). I informed Public Mobile customer agent to specifically include 'Fonus Mobile' as carrier when requesting transfer of my number but didn't get a response yet.

[Sanchi]

Hi 

I activated my sim yesterday and faced the same issue. Please try restarting your phone with new sim installed and it should work 

[Phil_Adelphus]

@yasirdildar  Did you leave your previous provider's sim in the phone and answered Yes when they sent you a text to authorize the port to Public Mobile?  If you replied Yes within 90 minutes your old sim should have stopped working at which time you can remove it and insert your Public Mobile sim and restart the phone.  Or are you using esim?