Transfering number to PM - New User

[lewrmt]

Hi,

New user here.

I responded yes to the text from my previous provider to transfer the number. 

And they approved the transfer. However the number still hasn't been transfered over to Public Mobile. 

As a result I'm having access to data but can't make or receive texts or calls.

The problem now resides with Public Mobile and I'm having the hardest time solving it.

Thanks for your help!  

[Phil_Adelphus]

@lewrmt  who should I DM specifically to ensure this is taken care of

Try the chat message icon bottom right to submit a ticket.  Since it is being finicky for some, if that doesn't work then send a private message to customer service using this link

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

An agent will reply at the envelope icon top right or tap your avatar for Messages.

Is anything working at all with the PM sim in the phone after you restarted it?

[Deep8174]

If you are doing the eSIM method, have you tried looking at settings/cellular to see if both “Virgin” and “Public Mobile” networks are “on”? They both need to be on to complete the transfer. Others have said tried rebooting the phone and that may work too. 

[BKNS27]

CS_Agent (Customer Service Agent)

[lewrmt]

@hTideGnow @BKNS27  it's been since yesterday night when I first initiated the transfer. So about 16 hours approximately and still nothing. I'm not sure if my Virgin SIM still works since it's home and I'm at work. Virgin told me they has authorized the transfer and it was now in PM's hands to port it over. 

@BKNS27 who should I DM specifically to ensure this is taken care of? I see lots of users appear and not sure which one I should select. 

[BKNS27]

@lewrmt 

Did you reboot your phone by powering off then back on when the Virgin SIM stopped working?

If it still not working then it could be provisional issue with your SIM.

DM a CS_Agent directly by clicking your avatar then Messages or click on Chatbot and type in Submit Ticket.

[hTideGnow]

hi @lewrmt it is normal to have just data and outbound calls but no inbound calls if porting not completed yet

Since Virgin sim is working , it further confirm the port is not done.  You got Virgin text and you replied, so, it is not PM problem.  PM made the request, Virgin got it and sent you the sms. Virgin is the hold up

How many hours so far?

[lewrmt]

Hi @hTideGnow , @Handy1 and @BKNS27 

It's been 1 day! So it should have ported since. 

I'm able to use my PM data but no calls or texts. It's all on my old SIM card. 

Virgin, my previous provider, said they've authorized the transfer. But no news from PM. 

How do I make this happen? How do I reach out to them?

Thank you all again so much. 

[hTideGnow]

HI @lewrmt 

after a yes reply, it can be another 15 mins to 3 hours before number actually ported.

you can choose to leave the old sim card on  the phone.   the moment, you notice no service on the old sim, it is the time your line was ported.  You can then put the PM sim in

or you can choose to stick with PM sim.  Just  reboot first and test inbound calls every 15 or 30 mins.  If the calls arrive on the PM sim, port is completed

[Handy1]

@lewrmt  It can sometimes take up to two hours to transfer . How long ago did you reply YES and was it with in the 90 minute window of receiving the text ? If so you can put old providers SIM card in the phone until it stops working then you know it’s completed and then out the PM sim back in phone 

[BKNS27]

@lewrmt 

The porting process will take up to 2 hours but your old SIM will continue to work.

Once it stopped working, power off the phone and switch the SIM.