SIM not found when trying to authorize a number port to another provider

[naomigalinski]

Hi,

I'm switching providers to Freedom Mobile and tried to do a number port. They sent the port request to Public Mobile but now my Public Mobile SIM is locked so I can't receive the authorization message to port my number. When I put the Public Mobile SIM into the phone, I get a "SIM not found" error. What do I need to do to authorize this?

Thanks,

Naomi

[naomigalinski]

The agent was able to accept the port verbally. It took a few tries, though. My phone number was registered with Telus Company, not Public Mobile, so Freedom kept getting errors sending the port request. Anyway, the number has been ported out successfully to Freedom now.

[naomigalinski]

Ooooo! That worked. I can access my account again. Thank you!

[naomigalinski]

Yeah, I tried another phone already. I forwarded your advice to the support agent. Thanks!

[softech · Accepted solution]

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@naomigalinski wrote:

 They reset my network (don't know what that means) 

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@naomigalinski   they were trying to reprovision your sim card.  I believe you  already tried a different phone to test your PM sim card?  Reply the agent and ask them to re-provision once more.  If they still cannot fix it, ask them to see if they can accept the verbal port approval instead of having you to buy a new sim card

[Handy1]

@naomigalinski  Tap resend a few time or put in the wrong number (code ) you should get option to send code to email instead 

[naomigalinski]

Support checked my account, and my subscription is active. They reset my network (don't know what that means) but the SIM card is still not working. I might have to order a new one through support because I can't access my online account. If I try accessing it through another browser/device, I need to enter the authentication code sent to my number which I can't receive because of the SIM issue.

[softech]

@naomigalinski 

You didn't try to make any charge back on PM charge with your credit card, did you ?  If not, maybe the porting has already been completed?

all 1.855.4PUBLIC, enter 1 for English and then your phone number.  If the system cannot locate your account, then your account is already closed.

Of course, you can message support as advised above to understand what is the account status now

[naomigalinski]

Thanks. It looks like I can no longer log into my account now. It feels like I'm in this weird not-quite-ported but account-closed limbo space. I'll check again tomorrow and contact support.

[Handy1]

@naomigalinski  It’s to late for support tonight but message them anyways and check back tomorrow for  a reply . Hopefully they. Can fix on their end . And at very least if they say you do need one they should cover that cost 

[softech]

@naomigalinski   it should have nothing to do with you requested the port, unless the port was completed

But you can still login My Account?  If so, the port was not done (it shouldn't anyway as you didn't reply the text)

Likely you have to buy new sim to receive the text.  But check with support first and see if they give you any other option, message them:

                 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

[naomigalinski]

Neither solutions worked. SIM not found. Is it a coincidence that the SIM card stopped working when I tried to port the number to a different provider, or can they be related? In any case, what do I need to do? Order a new SIM card?

[naomigalinski]

Yes, the account is still active. I was receiving text messages just before we tried to do the porting. I'll try both of your suggestions.

[softech]

@naomigalinski  and your PM account is currently active?  Account must be active for the number to port away

Another thing to try is to at least reseat the sim card  Power down the phone.  Take it out for a minute and wipe it clear before you put it back in and power up

[naomigalinski]

That's weird because it was working on the same phone just before Freedom Mobile requested the number port.

[softech]

@naomigalinski  usually SIM not found is a device problem and not a sim card problem

try your PM sim card on another phone and see how it goes

[Handy1]

@naomigalinski  please 

message support directly
       

while your already here and logged in the community you can send a private message   To CS_Agents click    

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