Probs transferring # and now no service with PM or old carrier

[Gooch]

I entered my previous carrier acct # via copy/paste when trying to transfer to my old phone# but got msg below and using old sim card.  Thought I had entered alternate # but only noticed quite a while later it was not recorded in my Profile.  I updated with my husbands # but 4 hrs after that request, have not heard a peep.  I did reply to previous carrier SMS with YES but now see my acct is still active there ... I guess cuz the transfer did not go thru.  My husband gets a dial tone when calling my old # and its sim in my phone but it does not ring on my phone.  Putting the PM sim in and calling it's # does not connect at all.

Help ... PLEASE!  Thanks

Hey, it's Public Mobile. We're having trouble transferring your number. Looks like you entered an incorrect account number. Someone from our team will contact you shortly using your original phone number or the alternate number provided. You can also get in touch via our virtual assistant at: https://publicmobile.ca.ada.support/chat

[Stengaard]

Yes, I have been msg'ing with agent this morning and it looks like the problem was my fault.  I had used obsolete acct # and giving the up-to-date acct # from previous carrier, I am told by agent just now that change should be done within 39 minutes

[BKNS27]

@Stengaard 

Did you private message an CE_Agent last night? Did an CS_Agent got back to you? 

My friend had the same problem but he got the text from the previous carrier but he ignored the text and continued shopping. He replied to the text 4-5 hours later. After contacting an CS_Agent, they got back to him the next morning and successfully ported his number over.

[Stengaard]

It's Gooch's husband here ... my change to PM went OK.  She tried to sign in to PM community by can't cuz confirmation SMS is being sent to wrong#

This morn, I powered down her phone and put in the PM sim and it now works for out and in calls on PM network.  Now we are just back to the problem of trying to transfer to her old# again

Did not hear from anyone at PM RE the wrong acct# issue and trying a 2nd attempt at transferring # gives msg can't port to that #

So far we like the savings with PM but not having someone to talk to to resolve issues is a problem.  Not sure if the old Virgin sim still works ... last night we did repond YES during our transfer # request

Any suggestions will be GREATLY appreciated ... thx

[softech]

@Gooch 

first, does the phone shows connected to PM network? can the phone  make outgoing calls?

If the phone cannot even make outgoing calls, it is simply a sim card provisioning issue, easy fix for PM and you just need to engage them.  Please open ticket with them by private message here:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[BKNS27]

@Gooch 

We are all customers like you on this Community forum.

Strange that the text came in 4 hours later and I assume he had his old SIM in his phone for the text to come in.

Your old SIM will continue to work for another 90 minutes to 2 hours until porting is completed.

Once the old SIM stopped working then power off the phone and switch the SIM cards.

Anyway, the text was sent by your previous carrier to confirm you are porting over to PM.

Try rebooting your phone phone to see if his phone is working. If not, don’t go through Chat but private message a CS_Agent on the envelope icon on your computer so they will check to see if there is a provisional/backend issue with the SIM.

Unfortunately, PM staff hours are 9:00am to 10:00pm EST so they will private message you back tomorrow.