phone number transfer

[Kimmers1]

I just transferred over to public mobile from Virgin Mobile yesterday evening thought my whole transfer of phone number has gone through but I don't think it's actually worked how do I tell my daughter tried to send me texts and they did not come through until I activated the esim for my old Virgin Mobile how will I know if this is completed and Virgin Mobile canceled

[Kimmers1]

I did receive and reply the message from both virgin and from public mobile. hopefully we've resolved the issue now thanks

[Kimmers1]

after a lot of back and forth and a phone call to Virgin Mobile it seems to have worked. thank you

[Kimmers1]

had to go through the chat box and request again. I'm waiting for a text to confirm from public mobile. otherwise this is going to get canceled

[Up2NoGood]

Did you wait for a message from Virgin to come in asking about porting your number and also respond to their text to confirm. If so does your phone now show public mobile as the carrier. It wouldn't hurt to reboot your phone and the easiest way to test would be to phone or call someone and see if it goes through properly.

That's where I would start.

[hTideGnow]

hi @Kimmers1 

first, check if you have done all these:

remove the Virgin sim card,  or if it  you had a Virgin's esim, disable it from Sim Manager or Settings->Cellular

Then put the PM sim card in the phone, or if eSIM, you should be good 

Next,  go to Sim Manager or Settings->Cellular and check if PM sim is showing there.  Make sure the Public Mobile sim is enabled , or Turn on this line  option is toggled on.  Also, change the label to Primary

Reboot your phone and Reset network settings and test and confirm if all work or let us know of if any the following does not work: inbound and outbound calls, inbound and outbound text, mobile data.

if the sim not connecting, ask PM support agent to help. Open ticket right at My Account (or PM app) using the new Expert Messaging that just introduced today.  Submit ticket with Customer Support through Expert Messaging in one of these ways:

• My Account on a browser: click Message Centre on the left pane to "Start a Chat"
• Public Mobile App : Go to Support tab, click "Chat with an Agent", and "Start a chat"
  (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or Send Voice Message)     

If you cannot access My Account/PM app, please use this link to submit a ticket using the same Community login credentials you are using now:    https://widget.telus.tiia.ai/publicmobile/publicmobile.html 

[slusagm]

can you receive incoming calls?