Transferring Number from Fido

[JMcN]

Good day,

I’m new here from Fido. Received my SIM quickly and activated online. Chose my old number as I wanted to keep it. I then attempted to transfer to my number from Fido - prompted to enter it to see if it was eligible and, well, nothing happened. The screen just kind of jumps. Did that several times. 

Called Fido and they say my number is still registered with them. So, I changed my Public Mobile number and attempted to transfer the number through self-serve again and…nothing. 

Wondering what I’m doing wrong here. My old number worked just fine with Public Mobile initially before I charged it to a temporary one. 

Thank you,

Jackie

[JK8]

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@JMcN wrote:

I feel I did mess something up. Shouldn’t be this difficult. I phoned Fido today and they said the number is still with them. 

how might I go about creating a ticket?

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To create a ticket look at my post above about contacting a CSA.

Hours:

Customer Support Agents are available:

• Monday to Sunday: 6 AM to 10 PM EST
  
  

Keep an eye on the envelope icon in top right corner for a reply from a CSA.

[JMcN]

I feel I did mess something up. Shouldn’t be this difficult. I phoned Fido today and they said the number is still with them. 

how might I go about creating a ticket?

[JK8]

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@JMcN wrote:

Thanks for your reply.

I tried clearing cache in Chrome with no luck, but I attempted to transfer the number through self-serve on Safari. Got a little further, but still received an error message “Oops, something went wrong, but don’t panic”. Prompted me to logout then login. No luck. 

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Contact a CSA for assistance. Second option is easiest. You probably won’t hear back until tomorrow from a CSA. Also look at @darlicious post about contacting Fido to ensure your number is still active there.

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

[JMcN]

Thanks for the reply. 

To be honest, I’m not sure if ever got to a port authorization of any kind. I popped the SIM in, went through the activation prompts (no port prompts), and my phone appeared to be connected to the PM network and was working normally. 

An archived help article recommended I change my number to a temporary one and then try to port my number to see if that worked. That’s why I changed my number manually after activation. 

[JMcN]

Thanks for your reply.

I tried clearing cache in Chrome with no luck, but I attempted to transfer the number through self-serve on Safari. Got a little further, but still received an error message “Oops, something went wrong, but don’t panic”. Prompted me to logout then login. No luck. 

[darlicious]

@JMcN 

You may have messed this up....call fido and tell them to keep your account open and active asap. You may have ported and then lost your number by changing it in self serve. Just ensure fido keeps your account open and active in order to keep your number then you can sort it out with a CSA in the morning.

Once you ensure you number is held by fido you can open a ticket for pm customer support.

[darlicious]

@JMcN 

Have you replied YES to the PAT ( porting authorization text) ? Did you initially request the port of your number upon activation and then change your number in self serve? Just trying yo get your timeline correct.

[esjliv]

 @JMcN 

Go ahead and proceed  to start the port of your fido number in your self serve  account,  under the Change Number section. 

Using fido account would be best.

Insert  the fido SIM to approve the port, then insert the PM SIM and try one or more of the below:

*turn off your phone, leave off for a minutes, then reboot

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

*reset network settings

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

Porting your phone number from another cell provider could take a few hours to complete the port. Using the other cell provider's SIM you should be still receiving calls on it, until the port completes.

Make sure you do not cancel your previous provider's services.

Incoming calls are usually the last to port over.

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

Link to contact Customer Support Agents (CSA) for porting to Public Mobile

[esjliv]

Go ahead and proceed  to start the port of your fido number in your self serve  account,  under the Change Number section. 

Using fido account would be best.

Insert  the fido SIM to approve the port, then insert the PM SIM and try one or more of the below:

*turn off your phone, leave off for a minutes, then reboot

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

*reset network settings

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

Porting your phone number from another cell provider could take a few hours to complete the port. Using the other cell provider's SIM you should be still receiving calls on it, until the port completes.

Make sure you do not cancel your previous provider's services.

Incoming calls are usually the last to port over.

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

Link to contact Customer Support Agents (CSA) for porting to Public Mobile

[BKNS27]

@JMcN 

As @JK8 noted, just clear your browser and go into incognito.

Also remember to keep your old SIM in the phone and wait for a SMS text from Fido to confirm with a YES that you are porting your old number over to PM. There will be a 90 minute window for you to confirm.

[JK8]

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@JMcN wrote:

Good day,

I’m new here from Fido. Received my SIM quickly and activated online. Chose my old number as I wanted to keep it. I then attempted to transfer to my number from Fido - prompted to enter it to see if it was eligible and, well, nothing happened. The screen just kind of jumps. Did that several times. 

Called Fido and they say my number is still registered with them. So, I changed my Public Mobile number and attempted to transfer the number through self-serve again and…nothing. 

Wondering what I’m doing wrong here. My old number worked just fine with Public Mobile initially before I charged it to a temporary one. 

Thank you,

Jackie

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Clear your browser cache/cookies. Open a new browser in incognito/private mode. You can also try a different browser.

HDI:

https://productioncommunity.publicmobile.ca/t5/Announcements/Transferring-or-Changing-your-Phone-Num...

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