porting issue

[blrussell]

On May 31, 2022 I ported both my grandchildren's phone numbers from Virgin to Public Mobile. The phones are working fine, but the Virgin account didn't get cancelled. When I contacted Virgin they told me to contact Public Mobile, that it was their error. Help please. 

[computergeek541]

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@keng79 wrote:

How do you know the porting has been completed? when do I take out my old Virgin sim card and put the new PM sim card in? 

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You'll know that porting has completed once your Virgin Mobile service stops working.  Don't take your Virgin Mobile SIM card out until at least after you've replied to the text message from Virgin approving of the phone number transfer.  However, you'll probbaly want to keep your Virgin SIM in the phone until it stops working because all incoming phone calls and most incoming text messages will contiue going there until everything has completed.

[keng79]

How do you know the porting has been completed? when do I take out my old Virgin sim card and put the new PM sim card in? 

[BKNS27]

@blrussell 

Big mistake by most new members not leaving the Virgin SIM in the phone and waiting for the text from Virgin to confirm you are porting over to PM while activating your PM SIM. There is a 90 minute window for you to confirm.

This is step is to avoid fraudulent SIM Swapping activities.

If you missed this step, you will need to contact a CS_Agent on this Community forum to restart the porting process via private messaging (envelope icon) or create a ticket via SIMon Chatbot.

[darlicious]

@blrussell 

Do you still have the virgin sim cards? You will need to put them back in a working phone to reply YES to the PAT porting authorization texts for each account within 90 minutes of recieving them. If you no longer have them then after either customer support or the telus porting department reinitiates your port request(s) you will have to immediate contact virgin to verbally authorize the port request for each account. Make sure you have the correct virgin account #'s to give to pm or telus to make the port requests.

[JL9]

Yes you want to make sure your virgin sims are in the phones when you are porting over to PM and that your virgin accounts are still in good standing as it sounds like they are. Once the reinitiate the porting text and you answer YES within 90 mins, their virgin account will be closed.

[softech]

@blrussell   Yes, part of the porting process is to get a text from your Old provider (in your case , Virgin) and reply YES within 90 mins.  Look like you missed that part.   

If you call both the grandkids phone, I believe the PM sims won't ring, likely the number still with Virgin

No worry, there is a number you can call to get this sorted out.   I will private message you the number.  Check your Community inbox on the top right, envelope icon.

[dabr]

@blrussell    If you ported the numbers to PM successfully then that should have automatically closed the Virgin Mobile accounts.

Are both numbers able to both call out/receive calls and texts?