number no longer working

[kmag76]

I helped a family member change their phone number and account from Rogers to PM a few days ago. We ported the number, We answered "yes" to the rogers text message when we received it,  everything worked for a few days. And today his phone stopped working, if you try to call the number, you get  "this number is not in service".

When we logged into his PM account app, his phone number listed is the alternative line PM asks you to enter while doing the port. His original phone number is no where to be found.

When we log into Rogers, his account is Deactive. Please help

[computergeek541]

self solution removed

[slusagm]

The physical sim is the PM sim?

For the port issue, there is a porting assistance team you can call and ask for update.  I can't post the number here, but I will message the number to your community inbox.  Please check and call them 

If they cannot help, you will need to message PM.   Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenote

[kmag76]

Yes, it is the only active SIM.

while on the PM community page today, my family member told me he had a message from PM from last week during the activation/number change. it said the number transfer has not gone through, and they need more information. and that he had 24 hours to respond to message or the ticket would be invalid. 

I guess he never knew the message came through, 

Im thinking the best thing to do here is reach back out to customer service?

[kmag76]

Yes, We checked, and the only active Sim is the physical PM SIM card, the x2 ESIM are not active

[slusagm]

did you remove the old provider sim card or disable the old eSIM? check again and PM sim card should be the only one showing in the Sim Manager and the only active one