Transfer number doesn’t work

[Abby482]

Hi,

I’ve been trying to reach out the line is not working. I’m trying to transfer my phone number from virgin to public mobile but it’s not working.

[Jawshie]

any idea when I am to expect a reply? under 1 day? under 1 hour?

[Phil_Adelphus]

@Jawshie  If you can call out but not receive calls it is more likely a porting issue and there's a phone number for that.  If nothing is working then you'd need to send a private message to customer service via this link and then watch the envelope icon top right for an agent's reply, or tap your avatar for Messages.  They can also help with porting if that turns out to be the problem.  The chatbot/ticketing system is broken which is why private message is better.

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

[Jawshie]

I am also having this issue, not sure which part of the port isnt working and the chat bot on the app is sending me to links that just load blak on my phone and the contact agent on the website seems to have no que? so I am trying here. I think I just want to cancel my service as it seems impossible to reach a person. But I am having trouble even doing that... please message or email me.

[Andy85]

Hi @Abby482,

What was the last step that occurred before the transfer got stuck? Are you using an eSim or physical sim?

I'll send you a phone number to the porting team in a private message to your inbox on the community forum. Keep an eye on the little envelop icon. That might help you depending on your issue. If the porting team cannot retrigger the transfer, give us additional details about your issue and we'll try to give you further instructions. 

If all else fails and you have tried everything, please submit a ticket with our customer support team. You can do so by using the following link:

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

Please be sure to explain the issue to them. They will respond to you in your community inbox so check it from time to time.

[Dunkman]

@Abby482 

Are you getting any service with your PM line?  If your port is stuck, you should still be able to call and text out.  Just unable to receive calls or texts.  

If you have no service at all, it is not a porting issue.  An account provision issue and you will need to contact customer service agent instead. 

[Handy1]

@Abby482  Did you leave the virgin sim in phone to reply YES to the confirmation text to port ? I’ll send you the lodging team number private message and they can re trigger the port request  for you