Porting not complete

[TaylorW]

Not really sure how to handle this. I signed up with pubic mobile about a week and a half ago and got a bill from my old carrier, Virgin, for the full month. I went into my virgin account and it wasn't cancelled. I received a text from Virgin about the port and replied yes to accept the port.

I called virgin and was told the port didnt go through and that my number was only being used on public mobile temporarily. I put my Virgin sim card back in and it works with full service.

I've tried to resubmit the port request but have not received a text from Virgin this time. I thought maybe I did something wrong and attempted to do it again but now it says my number is not eligible for port. I'm assuming because theres already a request out there.   Does anyone know how to proceed? I've looked through the answers on here but most say it can take up to 5 hours (and its been over a week) or that someone would PM the person asking so I don't know what to do.

FYI, I have been able to make calls, send texts and receive texts but I don't think I was receiving calls.

[maximum_gato]

@TaylorW 

It's recommended to use your account # whenever possible for a port request since it's less likely that an imput error can be made. If you didn't get the PAT the first time then either you made an error when you entered the IMEI of your device and/or virgin  was unable to associate it to your account thus no PAT was sent out. I suspect the former otherwise the original request would have prevented your second request from being approved for the PAT until it was canceled either by you or customer support contacting the porting department. If the original request had inaccurate info no cancelation was necessary.

Welcome to Public Mobile!

[TaylorW]

Quoted from original: "I've tried to resubmit the port request but have not received a text from Virgin this time. I thought maybe I did something wrong and attempted to do it again but now it says my number is not eligible for port."

So I didn't call the number that was PM'd to me. As stated in my original post I tried to resubmit the port request but didn't receive a text. I tried a second time with an error message. I resubmitted the porting request through my account around 9pm. At 3:28am I received a test from Virgin. Luckily I woke up and replied "YES". It worked this time. My virgin account is closed and all is good. 

Thanks a lot for your help. If this second port request didn't go through then I definitely would have contacted the number.

FYI the first time (uncuccessful) I used the option to supply my IMEI number, the second time (successful) I used my Virgin account number. Maybe a fluke but might as well note that for anyone else in a similar situation. 

[maximum_gato]

@TaylorW 

You will need your virgin account # when you call the porting department to reinitiate your port request. Make sure you have the virgin Sim card in your phone to reply YES to the PAT (porting authorization text) within 90 minutes of recieving it.

[TaylorW]

Thanks for the fast reply! Got your message and will call when they are open!

[softech · Accepted solution]

@TaylorW 

you cant re-submit the request yourself.  There is a number to call to talk to live support,  they can re-trigger the process for you.  I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) .  Check the envelope icon on top right.  Call them and get it fixed