Someone help!

[Spearcey23]

So, long story short when I opened up my brother in laws account a long time ago my sister ended up telling me the incorrect email address. So for the last 2 years he’s been using someone else’s email account. All good until he lost his bank card and it’s saying the password we have written down is wrong and we can’t reset it now as it’s not his email address. Ok, so get a new sim. Got a new sim but said we’ll go to virgin and now we can’t speak to anyone with pb to port his number. There has to be a way to contact someone.

[Spearcey23]

Just did this! Thank you!!

[Spearcey23]

Hahahaha I did think that. Duhhh … silly me. Makes sense. That’s what we’ll have to try.

[Chalupa_Batman]

When you stop paying it. LOL. But you have 90 days from there to reactivate your account. After that it's gone forever. I guess the issue is he wants to keep his PM number? The only option is to reactivate his account to the lowest level $15 if he really wants his number that badly.

[Spearcey23]

By the IMEI #

[Spearcey23]

How long does it take for your account to go inactive?

[Chalupa_Batman]

So his account is no longer active? If his account is no longer active he won't be able to port the number.

[Spearcey23]

Unfortunately you have to be able to login to your account to create a ticket but we can’t login.

[Spearcey23]

It was active the whole time as he was still able to receive messages just not phone calls but now it’s not working at all so can’t get the message to authorize the port. Thank you though!

[Chalupa_Batman]

Hi @Spearcey23 

So long answer short....  if your brother in laws PM account is still active and he wishes to port over to VM then VM is the ones who initiate the port. He just has to keep his PM SIM card in the phone to get a text message saying to you permit the port of your number. He'll say YES but keep the SIM in the phone until he sees the Public Mobile name disappear up top. Once it's gone, the port is complete. Tell him to test a call to confirm. Once that is done he can now put his VM SIM card in. Hope that helps.

[hTideGnow]

HI @Spearcey23 

for login trouble, submit a ticket with PM agent here

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