Two services providers same cell number

[Alex333]

Hello,

I would like to get some help with my situation. Both Bell and Public Mobile claim to be my service provider for the same cell number. Bell will not open a port request as they say my cell number is with them, but Public Mobile has been charging me for service and providing service. I get phone calls on both the Bell phone and Public Mobile phone. 

Would like to get this situation solved ASAP. 

Thanks!

[darlicious]

@Alex333 

You indeed need to seek compensation from bell for phone service charges that they have been billing you for since last July. Since you were receiving services from pm with the ported number the responsibility lies with bell to refund or credit( if you still have home services with bell)you with the mobile service charges. If after escalating the issue with bell they do not agree to refund/credit you then file a CCTS complaint. Be sure to tell bell of your intentions and that you will be asking for compensation over and above the amount of the overcharges already owed to you.

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 #.

[hTideGnow]

HI @Alex333   glad you are finally here (PM)!!

Yes, it was a stuck port as we suspected earlier.  In a port situation, many time it was the source end not receiving the line. 

[Alex333]

Thanks so much to everyone who replied to my message!!

The PM customer service was able to port my number from Bell.

Bell called right way trying to get me back. I explained what happened the Bell person was shocked that the port had been stuck so long and that my calls to Bell port services last fall did not lead to a resolution. They recommend that I complain to Bell and get money or some other type of compensation. 

[esjliv]

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@Yummy wrote:

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@esjliv wrote:

Another scenario, If this is a BELL LANDLINE you ported over.

If you ported your Bell landline and you were/are currently in a Bell bundle with internet / TV, etc., then when you ported your Bell landline to Public Mobile, and did not make any changes to your Bell bundle, than Bell likely assigned another number to your Bell bundled account.

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Meaning Bell wants you to be customer for life (including your kids, grand kids, etc.) 😎?

Once customer - forever customer! Take your number - we will assign you another one (you will continue to pay customary low rate...)

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@Yummy  LOL

Actually, if this is what happened in OP's case, it may have been saving $'s for them if Bell did give them a new number.

Say the had Homephone/Tv/Internet 3 bundled services, then ported out the phone number. Bell could essentially flip them to a 2 services inmarket bundle.

Which sometimes can be more $'s, if the 3 services bundle was on some kind of promotion.

Yes, the more your bundle the more you save, but do you really need all those extras ?

[Yummy]

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@esjliv wrote:

Another scenario, If this is a BELL LANDLINE you ported over.

If you ported your Bell landline and you were/are currently in a Bell bundle with internet / TV, etc., then when you ported your Bell landline to Public Mobile, and did not make any changes to your Bell bundle, than Bell likely assigned another number to your Bell bundled account.

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Meaning Bell wants you to be customer for life (including your kids, grand kids, etc.) 😎?

Once customer - forever customer! Take your number - we will assign you another one (you will continue to pay customary low rate...)

[esjliv · Accepted solution]

@Alex333 - customers have activated Public Mobile SIM cards/account with new numbers, and Public Mobile has assigned existing numbers (that someone else owns, not necessarily currently with Public Mobile).

I wonder if your number was originally a Telus number (Telus owns Public Mobile), and porting back to the originator assigned the number to your account (but porting failed due to other reasons porting can fail).

Thus, leaving both provider's with the same number.....we know this can happen (although it should not!).

Another scenario, @darlicious touched on is was a temporary number assigned to the account? 

So, it would be interesting to know what number is listed under the this purple box in your Self Serve account.

Can you verify it is the same number that is working on the Bell line?

Another scenario, If this is a BELL LANDLINE you ported over.

If you ported your Bell landline and you were/are currently in a Bell bundle with internet / TV, etc., then when you ported your Bell landline to Public Mobile, and did not make any changes to your Bell bundle, than Bell likely assigned another number to your Bell bundled account.

If this was the case, call from your landline to another number and see what number shows up from the Bell landline.

If this truly is a stuck port, this would be the longest one I have heard of, but hey - you never know.

Contact Customer Support agents (CSA) to get that port completed. Methods to contact them here: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[hTideGnow]

HI @Alex333    So,  you are porting from PM into Bell?  

When you make a phone call from landline  to your number, which SIM will ring?

I still have a feeling your port is stuck and you got mixed up with the porting process.

[darlicious]

@Alex333 

I'm not sure if you have sorted out the issue yet but if not can you log into your account and tell us the phone number listed on your account? Well don't tell us but confirm its the ported number in question?

Did you reply YES to the PAT (porting authorization text) within 90 minutes of receiving it back in July?

@mimmo 

If a port is unsuccessful after 30 days pm automatically reassigns a new phone number to the account so that the customer can recieve incoming calls and texts. If the OP was sending and receiving calls and texts with the ported number but on both services it sounds like the phone number did get assigned to the account?

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 #.

[BKNS27]

@Alex333 

Just to clarify, phone 1 has a Bell SIM and phone 2 has a PM SIM. 
When someone calls, both phone rings?

It seems strange but the porting might be in limbo.

Did you receive a SMS text to confirm you  were porting over from Bell and reply with YES?

Since PM is charging you for service. Private message them by clicking the envelope icon and have them straightened this one.

Why do you still have the Bell SIM in phone 1?

[Yummy]

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@Alex333 wrote:

Thanks for the reply.

Old provider was Bell. Did the port to PM in July 2021. Had calls and texts coming in to both phones 2 months later.

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So you have 2 phones: one with Bell and another one with PM SIMs. Both have the same phone number. When somebody calls/SMS you both phones ring? Can you call/SMS from either phone?

This is very strange and how is this possible?

Can you talk to Bell to cancel your account. And send private message to PM agent to help you out.

Send a private message to the CSA by clicking https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Dunkman]

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@Alex333 wrote:

Thanks for the reply.

Old provider was Bell. Did the port to PM in July 2021. Had calls and texts coming in to both phones 2 months later. Call Bell Port services and they said the port request was closed and my cell number was with Bell.  I have called Bell several times about this and they say until PM resends the port request there is nothing they can do. I suspended my PM account (linked same cell number as Bell claims to have) so that I am not paying for 2 service accounts and not getting proper service. 

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@Alex333 

Interesting situation.  

If your port was not successful in July, with your PM account, you should not be able to receive texts and phone calls at your old phone number.  You should be able to dial and text out with no issues.  Data should also work.  

Both Bell and PM accounts should not be able to receive texts/calls at the same number.  

You will need active accounts on both Bell and Public mobile to retry a port again.  Have you contact PM customer service, ie. Customer service agent.  CSA can check your account and submit port request again if needed.  

Click on chat icon on right lower corner of webpage.  Type: Port troubleshooting.  Follow prompts to submit ticket for moderator help. 

[Alex333]

Thanks for the reply.

Old provider was Bell. Did the port to PM in July 2021. Had calls and texts coming in to both phones 2 months later. Call Bell Port services and they said the port request was closed and my cell number was with Bell.  I have called Bell several times about this and they say until PM resends the port request there is nothing they can do. I suspended my PM account (linked same cell number as Bell claims to have) so that I am not paying for 2 service accounts and not getting proper service. 

[mimmo]

Hi which provider was your old provider? Ie did you attempt to Port from bell to pm?

Incomplete ports usually mean incoming calls won't work on the new provider.

Please provide some additional info.  Ie timelines etc and them some next steps could be suggested.