Trouble transferring phone number from koodo to PM for my mom's phone

[albaric2]

-I called porting team already and they said they see the porting request and no issue on their end but my mom's phone did not receive a text or email about transferring phone number.

-her CC has been charged by PM already.

-porting team CS agent says it is possibly because the PM sim card is not activated yet.

Thanks for the help.

Patrice

[BKNS27]

@albaric2 

I think that was your problem. With the Koodo SIM in the phone, wait for the text. You will have 90 minutes to respond once you get the text.

Just wait for the CS_Agent to help you.

[softech]

@albaric2   use direct message to open ticket with PM first

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

You will need to get your sim provisioned first, able to make outgoing calls , then you can call back Porting team to work on the porting issue.

[albaric2]

there was no text message sent to the phone

[Jb456]

@albaric2  Send support a private message at link below.

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

and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

[BKNS27]

@albaric2 

Did you reply to the SMS text with YES to the Koodo SIM in the phone?

Next power off the phone and switch the SIM then power the phone back on.

If that fails, you need to contact a CS_Agent to restart the porting process.

[albaric2]

I am trying to submit a ticket number but it is now asking to verify identity with public mobile phone number, account number, last payment made on account. I cannot do this because my mom does not have a public mobile phone number yet, I am trying to transfer her Koodo number to PM and it won't let me submit the ticket without entering a PM number to verify identity. And yes, I did use friend referral code during activation.

[softech]

@albaric2   Once you got the phone working and can make outgoing calls, you can then call back the Provisioning team and ask them for an update

At this moment, before the number is ported, make sure you have your old SIM in a phone ready to receive text.  When PM is cleared up with the provisioning, the porting process might resume and you will get a text from your old provider to for your approval to port away the number, you will need to reply YES without 90 minutes

Let us know how it turns out

[Jb456]

@albaric2 

Contact customer service agents. 

Open a ticket via: 

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time) 

Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗" 

or send a private message to: 

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

and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

[softech · Accepted solution]

@albaric2   

It is just sim provisioning issue and PM support can fix this on the system quickly once they got your ticket

Open ticket with them using one of the 2 ways

1. If you have access to Self-Serve My account: For faster response (2-48 hours) , Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. If you don't have access to My Account or have trouble with above method: you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there