cannot received calls and text messages

[rizalynpitao]

Hi,

need ASAP reply.

I Called porting team many times but no answer.

Any other contact number.

My sim card not working

[hTideGnow]

Hi @rizalynpitao make sure you call Porting team today.  I think it opens 9am EST

And since you port from Koodo, they can fix it quickly 

[HALIMACS]

@rizalynpitao 

Was your prior Koodo service on their post-paid service (which you can request number porting on Public Mobile's self-serve site under the "Change Number" option) or was it their prepaid service (which would require a Customer Support Agent to assist with the porting from there to here) ?

If prepaid, you'll need to deal with the CSA's:

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[BKNS27]

@rizalynpitao 

Did a CS_Agent private message you back?

[BKNS27]

Good, just have to wait until tomorrow but remember to leave your old SIM in your phone so when the CS_Agent restart the porting process for you. You have to reply with YES confirming you are porting over to PM.

[rizalynpitao]

Yes. thank you my old sim still working

[rizalynpitao]

I follow all the steps. I am with koodo provider before i transfer PM

[BKNS27]

@rizalynpitao 

If all steps are followed in order during porting. You shouldn't have any issues. Once you missed a step, this is when problems happen.

I have help over a dozen friends and family porting over to PM and never have any issues. Most of them are still with PM.

Maybe I should offer service for new members porting over to PM...🤔

[softech]

@rizalynpitao   PM support is different, it is all online

honest, usually, you don't need to call the carrier a lot, probably only during setup. So, once it is all set, it should be good

and remember, you have Community support behind you.  We can't help with actual account or so, but we do have lots of tricks and workarounds in terms of how to use the phone here. 

Good luck and give us good news tomorrow.

[rizalynpitao]

This is not convenient. Waste of time , no support service to answer concerns

[BKNS27]

@rizalynpitao 

It sounds like a provisional issue with the SIM and only a CS_Agent can help you tomorrow.

If porting is incomplete, your old SIM should still work.

[rizalynpitao]

Public mobile

[softech]

---

@rizalynpitao wrote:

Thank you.

I called porting team many times today but no answer keep on ring

---

@rizalynpitao   was it the same number i sent you?   People call the number I sent without problem.  try again tomorrow.

[softech]

---

@rizalynpitao wrote:

Hello,

My sim card not working. I activate it yesterday.

I need help please

---

@rizalynpitao   as I explained above.

if it is just incoming calls/texts issue (and outgoing calls and text are working) , then just call the porting team tomorrow.  Message sent.  Check Community inbox

if even outgoing calls not working (phone shows SIM not provisinoed) , please open ticket with PM support now. And also call porting team tomorrow.

[rizalynpitao]

Thank you.

I called porting team many times today but no answer keep on ring

[BKNS27]

@rizalynpitao 

Do you mean your old SIM is not working or the PM SIM not working?

[rizalynpitao]

Hello,

My sim card not working. I activate it yesterday.

I need help please

[BKNS27]

@rizalynpitao 

I assume you missed replying to the text with the old SIM in your phone within the 90 minute window.

CS_Agent staff hours are 6:00am to 10:00pm EST. 
I would suggest you create a ticket on SIMon Chatbot on the bottom of page or private message on the envelope icon above now.

Then try call the porting team tomorrow. At least you covered all bases.

[softech · Accepted solution]

@rizalynpitao 

porting team closed now, call again tomorrow morning for live support.

for your sim, can you make outgoing calls?   if you can, good, just wait till tomorrow

(i will send you the number again just in case, please check Community inbox)

if you can't even make outgoing calls, sim not provisioned, please open ticket with PM support:

1. Please open ticket via Chatbot (need access to My Account): 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 ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there