Trying to port a number for a week now. No service.

[mrs_h]

I'm trying to port a landline Telus number to PM my mom.  Started this process February 23rd. 

There is still no service.  The card doesn't work in my cell phone either. I've submitted a ticket but no response or acknowledgement yet.  I've now paid for a week without service.

How do I troubleshoot this?  I have set up two other accounts (one for husband, one for me) without issue and would never have suggested this service to her if I'd known it was going to be such a problem.

BTW, when I called Telus to ask if they needed authorization for the release of the number, the rep had no idea what PM is.  I thought they were part of the company?

[darlicious]

@mrs_h 

Thank you for the update. You got hit with a rare double whammy! While the sim card not provisioning upon activation isa fairly common occurence at pm a defective sim card is very rare. Throw that it with a timely ported landline xnd you had quite the conundrum! I am happy to hear everything is finally all up and running!

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[softech]

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@mrs_h wrote:

so I wouldn't take the Simon bot advice to wait 3 business days as a rule.  I think the technical side (porting) is much faster, especially as the landline and PM are under the same Telus umbrella. 

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True and untrue, it depends on where the number comes from. The provider releasing the lines could be the one holding up.  Remember , many landlines are now with small VoIP providers and they are slow.   But it is true that coming from Telus could be quick.

and glad it is just a faulty SIM issue and got resolved

[mrs_h]

Update:  The phone is now working after much assistance from support and the retailer (London Drugs).  The take away lesson is:  the landline ported in two days and the account was activated, so I wouldn't take the Simon bot advice to wait 3 business days as a rule.  I think the technical side (porting) is much faster, especially as the landline and PM are under the same Telus umbrella. 

It's been explained to me that the issue was a faulty SIM card (99% likelihood).  I've been credited for the purchase of the second SIM.  There was some sort of technical issue on that set up, on the PM end of it. Once that was all determined, it was corrected quickly. 

So...if the account is activated and the SIM card doesn't work on another phone using PM, as was my case, don't wait to start the troubleshooting if there is no service after two days of porting a landline.

I sincerely appreciate your input on troubleshooting this.  It was very, very helpful.

Thank you and be well.

[mrs_h]

Yes, they checked all of it and suggested a new SIM, which I've done.  Still no service.  There is a new, higher level ticket submitted now.  We shall see.

[softech]

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@mrs_h wrote:

Thanks for responding.  Support is now fully involved.  Everything looks like it should be in place but I still have No Service on the phone. Latest step was to determine if it was a faulty SIM.  It wasn't.

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@mrs_h   Support already confirmed the SIM was provisioned properly ? they suspected faulty SIM?  Then get another SIM from store, ask PM to reimburse the cost.   Switch SIM and check

[mrs_h]

Unknown. 

Is that County Down, Ireland?

[mrs_h]

Thanks for responding.  Support is now fully involved.  Everything looks like it should be in place but I still have No Service on the phone. Latest step was to determine if it was a faulty SIM.  It wasn't.

[mrs_h]

All of this was done.  I've even had the prospect of a faulty SIM explored.  I replaced it.  Still doesn't work.

I now have three tickets in place as the problem as been escalated up the ladder of support, which I'm getting.  At this point, I'm very curious as to what is causing the problem.  I suspect it is simple and related to porting a landline.  We just have to find out what it is.  Everything has been looked at and is in place.  The mystery continues.

[esjliv]

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@softech wrote:

First, did you try your PM SIM on another phone and confirm it still not work there?  

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OP said in original post "The card doesn't work in my cell phone either." @softech  🙂

@mrs_h 

The Telus SIM card had to be in a phone to approve the SMS port over to Public Mobile (you have about 90 mins after activation to accept this, or you need to submit a ticket to CSA).

Do you recall doing that step on Feb. 23/22?

Butm you already submitted a ticket to CSA!? and no response - tisk tisk.

I would respond to anything in your SENT inbox and poke CS_Agent about it.

Info. on porting:

https://www.publicmobile.ca/en/ns/get-help/articles/port-fraud-protection

[darlicious]

@mrs_h 

Landlines are generally ported in 2 business days but can take up to 7+days in certain circumstances. Since you have already settled that matter its getting your sim card properly provisioned to the account that matters now. Have you heard back from customer support since sending a new message/ticket? Can you see them in your sent box in your private messaging?If you have not and it's been more than one hour do you have a secondary community account set up for one of your other pm numbers? If so I suggest you send a message along to customer support from it. There is a small possibility that you have an issue with this accounts private messaging not reaching customer support. ( Its a long story but it's happened to me.) Then monitor both accounts for a reply from a CSA. Put "sim card not provisioned upon activation" in the subject line and leave a detailed message.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[mrs_h]

Didn't see this until after I called the port team.  I've sent you the details of the call. 

[softech]

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@mrs_h wrote:

The account shows the card is activated.

The message on the phone is No Service.  The same message shows when I put it in a cell phone that does function with a PM SIM.

I will look for your message with the number.

Thank you.

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@mrs_h   But before calling that number for porting support, you will need to open a ticket with PM to get the SIM provisioning resolved first (or send them another message since you already opened once).  It should be a quick fix on the PM side, just need to make sure they get your message/ticket  🙂

[mrs_h]

The account shows the card is activated.

The message on the phone is No Service.  The same message shows when I put it in a cell phone that does function with a PM SIM.

I will look for your message with the number.

Thank you.

[CountyDownIeUk]

And where was the Telus rep located.....Mongolia?

[softech · Accepted solution]

@mrs_h   You are dealing with 2 issues here, you cannot even make outgoing calls, and porting

First, did you try your PM SIM on another phone and confirm it still not work there?  What brand model is your phone?  Does it show "No Network" or "Sim not provisioned" on the phone?

I suggest you try to open a ticket with PM again.  at least quickly via direct message here:

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

since you already opened one:

For your porting issue, porting from landline usually take longer, 3 to 7 business day.  But it could be delayed as your SIM is not provisioned yet.  Please work with PM support to get your SIM working first.  Once you can make outgoing calls on the PM SIM, then you can call a PM/Telus porting team to confirm the porting status with live support.  I will private message you the phone number,  Please check your Community inbox on the top right, envelope icon.