Trying to Port to another provider

[ksnasrulla]

Hello,  I'm switching to another provider, they sent the request 2 hrs ago, but Public hasn't sent a request to transfer yet, what gives?

[ksnasrulla]

Restarted the process which generated the text.  all good now.

[Alexandf]

@ksnasrulla 

exactly

[ksnasrulla]

Sorry, what i meant was, do I follow the steps you pointed our earlier.

[ksnasrulla]

OK, is that done through the way "Alexandf" uggested?

[Alexandf]

@ksnasrulla 

it's happen, contact to public mobile customer support agent to fix it manually to do for you.

[esjliv]

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@ksnasrulla wrote:

That's what I was thinking too.  Other provider said Public sent a text but expired after 90 mins, we never got the text, phone was on with the Public Sim still in while we waited for the text...never received.

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Are all your Public Mobile services working now @ksnasrulla ?

[ksnasrulla]

That's what I was thinking too.  Other provider said Public sent a text but expired after 90 mins, we never got the text, phone was on with the Public Sim still in while we waited for the text...never received.

[ksnasrulla]

My account is active, I am on Auto-pay, I also just logged into to verify and it says "active"

[ksnasrulla]

That's where we are stuck, Public mobile sim is in the card (was never removed), waiting for the text from Public to select "YES"

[esjliv]

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@Alexandf wrote:

@ksnasrulla 

if your line Public active you can go to any new provider.. keep your Public sim in phone until get test sms to reply yes.

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Blahaha @Alexandf I just said that. 

And, @ksnasrulla , you do not need to follow the above post by Alexandf to contact public mobile customer support...because PUBLIC does not take care of porting away in this case.

[BKNS27]

@ksnasrulla 

Other thought, is your PM account Active (kept up with monthly payment) before trying to port out?

If it is, have the other carrier to restart the porting process.

[Alexandf]

@ksnasrulla 

if your line Public active you can go to any new provider.. keep your Public sim in phone until get test sms to reply yes.

[ksnasrulla]

Will try this if the process restart doesn't work, want to make sure I can port my existing number from Public to new provider.

[JL9]

If yes to both then you should be good. Once they reinitiate the porting process, just make sure you answer YES as soon as you get it, you should get it fairly quickly

[ksnasrulla]

Yep, left the public SIM card in to wait for the text, never got it.  Restarting the process with new provider with Public Sim still in.

[ksnasrulla]

Yes to both, I'm in the processs of restarting that with the new provider.

[ksnasrulla]

That's the problem, never recieved the text from Public to reply "YES"

[BKNS27]

@ksnasrulla 

So did you leave the PM SIM in your phone so you can get a text confirming your are porting to another carrier?

You got 90 minutes to reply.

Big mistake if you didn’t do it!

Contact the carrier to restart the porting process.

Oh, leave the PM SIM in your phone.

[Alexandf]

@ksnasrulla 

open ticket with PM support and ask them to fix it and remove your crdit card 

 At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

have trouble with Chatbot: private message CS_Agent at: 

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

Once ticket is submitted,(envelope icon on the top right) CS_Agent will reply you there.

[esjliv · Accepted solution]

Do you have the public mobile sim card, and is the public mobile account active?

If yes to both, then contact the NEW provider to restart the process and pop in the public mobile sim card to accept the text.

[hairbag1]

clipped from Help section...

Transferring Your Public Mobile Number To Another Service Provider

To help protect our customers from fraud, Public Mobile will send you an SMS text message should we receive a request to transfer your mobile phone number to another carrier. This step is designed to protect your account by confirming if the request is genuine or fraudulent. The SMS text will read as follows: Public Mobile message: We’ve received a request to transfer this phone number to another service provider. To approve this request, please reply “Yes”. If you did not request this transfer, please reply “No”. Please note that you must respond within 90 minutes. If we don’t receive a response within this time, the request will be automatically cancelled. For any issues with this number transfer, contact our Porting Team. Thank you.If you have made a request to port your number to another carrier and have not received an SMS from Public Mobile to confirm your request, please contact CSA for assistance.

https://www.publicmobile.ca/en/bc/get-help/articles/contact-an-agent