@k_winterstein
I am curious who ended up "paying" to get you ported out to fido?
@softech
I don't know how you read this one (or misread it at one point!...lol) I sure would like to know how it turned out? The way I see it the blame can be spread 3 ways with 98% of it squarely laid at fido's greedy paws. 1% with the OP for cutting it close to the wire to port and not taking any personal responsibility to ensure his port completed given the tight timeline. 1% on pm for possibly not releasing the phone number in a timely enough manner...... maybe since I am highly suspicious of old dogs up to their usual tricks I'm giving fido too much credit!🤔
Where and when did the port request "time out" and why? The OP did his minimum duty by replying YES to the text in a very timely manner. Fido made the port request and pm sent the PAT. So why did the port fail? Did the OP supply fido with incorrect info so pm refused to release the phone number?I have yet to hear of anyone complaining they replied YES to the PAT and nothing happened...only if incorrect account information is given (I had this issue porting in the M-I-L.)
When this occurs contacting the porting department (in this case fido/Rogers porting department) to correct the misinformation is essential and you don't wait 2 hours to do that especially when an account service suspension deadline is looming. Given that fido is a full service provider that handles the porting for the customer the onus was on fido to handle any issues that may arise with the port getting "stuck".
That would mean fido should have contacted the OP if incorrect info was supplied by the OP for pm to release the phone number to fido. But that is not what occurred as the port "timed" out as the OP described was the reason the port was refused by pm. Assuming that was because the pm account was suspended due to non payment.
Since releasing the phone number once a customer authorizes the port request is almost automatic on pm's side its up to fido to accept the relased number before the pm account is suspended for non payment. Note the timeline :
- Around 7pm eastern fido submits the port request to pm.
- At 7:02pm eastern pm recieved the port request and sends the PAT to the OP.
- Seconds after receiving the PAT the OP authorizes the port by replying YES to the PAT at 7:02pm eastern.
- Pm releases the phone number shortly after 7:02pm eastern to fido after receiving YES texted from the OP in response to the PAT.
- The OP's released phone number awaits in released number purgatory for fido to claim it and assign it to the OP's new account at fido which will then allow the incoming calling on his fido sim card to work and his pm sim card to stop working and pm account to automatically cancel.
- The telus porting department closes at 11pm eastern. What time does the fido/Rogers porting department close?
- Pm account renewals occur at midnight eastern. But they are not suspended as pm has no idea that the account' s payment method will fail at 2am eastern.
- At 2am eastern the autopay fails. Services are still working as account suspension for non payment occurs at the earliest at 6am eastern.
- At 6am eastern the OP's account is suspended for non payment and pm reclaims the OP's phone number that has yet to be claimed by fido and keeps it assigned to the now suspended account.
- Sometime after 6am eastern fido requests the release of the OP's phone number that they had sent the port request for nearly 12 hours earlier and are refused because the port request "timed" out once the OP's account was suspended for non payment at 6am eastern.
- By 9:45am eastern at the latest fido contacts the OP to tell him the port of his number failed due to pm refusing to release the phone number because the port request "timed" out.....and to contact pm about why the port request was refused and get the number released to fido.
- The OP posts at 9:50am eastern in the community to find out why pm refused the port request that he had authorized some 12 hours earlier the evening before his renewal 5 hours before payment was due to renew his plan and 30 day cycle.
Isn't it frustrating having to deal with a provider that you can't call and only offers 24 hour online assistance via the community and whose customer support is only available from 6am eastern to to 10 pm eastern? Providers that offer call centres and agents to handle your activations and port requests provide much better customer service than the "astonishingly bad company" pm.
To contact customer support click below:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.
