Public Mobile is refusing to allow my old phone number to be ported out to Fido. Call CRTC?

[trevorg]

I am trying to port out two phones from Public Mobile to Fido and retain my existing phone numbers for each.  The first phone (mine) worked fine, but the second phone is stuck with the new, temporary number that was assigned by Fido. 

The Fido customer service agent says that the PM account number I have given them (read directly from my PM account when logged in, and confirmed multiple times) does not work.

Public Mobile does not seem to have telephone support like they used to, so it appears I am now in a position where they are essentially holding my number hostage, which I believe is contrary to CRTC guidelines.  I have opened a support ticket, but I do not know how long I have to port the number before I lose it, so I would like to expedite reporting this to the CRTC so they can get involved, does anyone have any advice on how to best go about that?

[darlicious]

@BeachNBeer 

That number is for the telus porting department.....for customers porting in.

@trevorg 

You may already be regretting your decision to move to fido as you can see that despite having a call centre they are quite clueless. You need to talk to the rogers/fido porting department. It's their job to help their customers with their porting issues.

But you are still a pm customer so you can tell the fido rep how to do their job by giving them either your 4 digit account pin # or the IMEI of your phone to port your number in....but be advised while that will generate the PAT (porting authorization text) again and once you reply YES pm will release the number but it is still up to your provider to port the number in....

FYI....go thru your account billing with a fine tooth comb every month....fido is a very sneaky dog!

[softech]

OP is porting out.. i thought the number is for problem when porting in.. 

[BeachNBeer]

@trevorg  Telus owns Koodo and Public Mobile. When people sign-up and port to Public Mobile. If they have issues that's the number that is given to them and they help them out if it's in fact a port issue. If for example it's a new signup that ported and the sim did not provision properly than the person would have to open a ticket and customer support handles that. However that is the number given to PM members if they have issues. 

Usually they are able to fix the issue, maybe person is just being lazy on New year's Eve. 

[Anonymous]

 @trevorg : Public Mobile belongs to Telus. Whoever said that is wrong. Try again.

[trevorg]

> Regardless I sent you a private message with the port teams phone number ( we are not allowed to post it on open forums so it's in your inbox) try giving them a call maybe they can help you.

That number actually came as part of the port text message, and the person that answered said they are with Telus and have nothing to do with Public Mobile.  I suspect this is also contrary to CRTC rules (representing that you have telephone support when you do not actually).

[BeachNBeer]

@trevorg  Sounds like the port just has not completed yet. It could take time. Few hours to possibly a day. Land lines could take a week. Does anything work on the phone. Like half? When a port starts. Like outgoing works with new provider and incoming goes to old provider. 

Regardless I sent you a private message with the port teams phone number ( we are not allowed to post it on open forums so it's in your inbox) try giving them a call maybe they can help you.

[softech]

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@trevorg wrote:

I did reply in 90 minutes, and that was several hours ago.

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you got the text, you replied within 90 mins.  Both PM and you has done their part

You should check with Fido porting support team..  you said earlier

"The Fido customer service agent says that the PM account number I have given them (read directly from my PM account when logged in, and confirmed multiple times) does not work."

Tell them this is not true.  If the PM account number was wrong , you won't get a text from PM.   The fact that you got the text means you gave the correct info.  It is Fido letting you down.  Press them to investigate further.    It's good that Fido has a live support.  But many live agent just eager to hang up and close the incident (their performance valued base the # fo case closed)  

[trevorg]

I did reply in 90 minutes, and that was several hours ago.  And, I was on the phone with Fido support (I think the porting after I replied YES to the text message failed?), we triple checked the account numbers and when they tried to initiate the action on their end, they received an error.

The phone is now on Fido's network, I am trying to get the old phone number transferred.

I have rebooted the phone several times.

[softech]

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@trevorg wrote:

The number is 778-873-xxxx

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@trevorg   your number is a Vancouver number and it can be ported to different providers

So, if you replied YES.. then it is just a matter a time.  Usually it is more a Fido issue not completing the porting rather than PM issue for not passing the number out. 

[softech]

@trevorg did you reply within 90 mins?

please note porting takes time.  usually it will complete within 30 minutes to 4 hours AFTER your YES reply.  Please reboot your phone every 30 mins for an update.  Maybe it is ported already and just need a final reboot

[trevorg]

Thank you!

[softech]

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@trevorg wrote:

Both accounts were fully paid up at the time of writing this.

Unfortunately, I accidentally marked your question as the solution, so this thread will probably now appear resolved, I think I will have to reopen a new one.

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@trevorg , you don't need to open a new one.  Just click on the 3 dots and pick this is not the solution

(sorry @BeachNBeer   .:) )

[trevorg]

Both accounts were fully paid up at the time of writing this.

Unfortunately, I accidentally marked your question as the solution, so this thread will probably now appear resolved, I think I will have to reopen a new one.

[trevorg]

We did go through with the port out text message, and replied yes.  The phone is now on the Fido network and can make calls, but the old telephone number is not comming across.

The number is 778-873-xxxx

[softech]

@trevorg   first of all, did you receive a text from PM to ask for your approval?  Not receiving the text does not mean PM refuse to allow your number to port out 

If you have received the text, did you reply within 90 mins?

if you didn't receive the text, you just have to open a ticket with PM using this link: 

https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=1n1doJroLwunnRGLWzZ...

If you have made a request to port your number to another carrier and have not received an SMS from Public Mobile to confirm your request, please open our chatbot via this link. This will put you in touch with our Customer Support Agents who will be able to assist you.

PM WOULD NOT refuse your porting request as long as your account is active and you have replied YES to the text

Second, do you mind to share the area code and the first 3 numbers?  While most  numbers can be ported out, not all numbers can. .there are some technical thing behind call rate centre

[BeachNBeer]

@trevorg  Is the other account in good standing or in suspended status? You can't port out if the account is suspended. You'd have to pay a plan to make it active (pick the cheapest plan) then you'd be able to port. Let us know what status account is in.