calls go straight to old (Fido) voicemail

[branlong]

I just joined PM on 30/12/2021 and still cannot receive calls, they go straight to my old voice mail service. Can someone tell me how to fix this problem?

[hTideGnow]

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@branlong wrote:

What is the CSA's?

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CSA = PM Customer Support Agent

[Anonymous]

@branlong 

do you get a SMS message from your old carrier asking to confirm if you would like to Transfer your number. Your reply should be: YES.

if you stuck with Transferring your old Phone Number, or is not complete processing

Here’s how to contact Customer Support Agent by CS_Agent,

• you need to send a private message to Customer Support Agent by CS_Agent, by Click Here link. 

• please include in your message,
  
• phone number,
• which carrier,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  
• Check your private message inbox (click on the envelope top right of your screen)

you can do some troubleshoot your device and test

Spoiler

you can try reseat the SIM card and Make sure your phone is off before removing your SIM card,

1. power off your device

2. take out the SIM card,

3. waiting a 1 minute,

4. put it back and power on,

5. toggling airplane mode off/on,  

and you can try to reset network settings and Changing APN Settings,

for iphone

Go to Settings > General > Reset > Reset Network Settings.

This also resets Wi-Fi networks and passwords,

or visit  Here link, 

APN Settings On An IPhone

click Here link, 

How to reset network settings on an Android device

1. Open the Settings app on your Android.
2. Scroll to and tap either "General management" or "System," depending on what device you have.
3. Tap either "Reset" or "Reset options."
4. Tap the words "Reset network settings."

   or visit  Here link,

APN Settings On Android device

click Here link,

Ensure you have the correct APN settings by visit Here link,

Select the brand and model of your phone,

and try manually selecting network "3G ONLY" or WCDMA only,

for iPhone visit Here link 

or Here link 

for android visit Here link ,

and do Rebooting your phone ,This is quick and simple,to refreshing your network,

*what is meant by rebooting the device turn off and turn it back on.

try to check update your device,

you can try to test your SIM card in another device to you know the issue from SIM card network or your device issue.

[branlong]

What is the CSA's?

[hTideGnow]

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@branlong wrote:

I am going to try this transfer again.

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HI @branlong ,    Yup.. just call the number we messaged you and they can trigger the transfer again

Just make sure you have your Fido SIM in a phone this time and reply YES within 90 minutes

[branlong]

I am going to try this transfer again.

[hTideGnow · Accepted solution]

HI @branlong   did you reply YES within 90 mins to a SMS by Fido?  It sounds like you didn't do that and hence the number wasn't ported into PM yet.    I will private message you a number to call.  It is Telus/PM porting team and they will confirm the poring status.  Please check your community inbox, envelope icon on top right

[darlicious]

@branlong 

You didn't reply YES to the PAT(porting authorization text )within 90 minutes so your port has failed. So your incoming calling is still going to your fido account and number. You will need to contact customer support or the telus porting department to reinitiate your port request and putting the fido sim card back in your phone to reply YES to the PAT (porting authorization text).  You will need your fido account #.

[Anonymous]

 @branlong : Sounds like your transfer didn't work. Did you leave your old SIM in and confirm the text when you did the transfer process? Is your old account still working? You will need to re-trigger the transfer request by contacting the CSA's.