problem with service

[DianeL1950]

I did a provider change about 2 weeks ago and transferred my phone number however,, I cann call out but I can not receive calls...please help.

Thank you

[BKNS27]

@DianeL1950 

If you ported your old number to PM, did you reply to the text with the old SIM in your phone? You have 90 minutes to reply or the porting is incomplete.

This is a common mistake by new members and is the most important step to complete the porting process.

You will need to contact a CS_Agent to help you complete the porting through creating a ticket on SIMon Chatbot bottom of page or private message on the envelope icon above.

[softech · Accepted solution]

@DianeL1950   You ported into PM?

you meant you can make calls out but not receive incoming calls?

A critical part to porting is to receive a text from your old provider and reply YES within 90 mins.  If you are not receiving calls and text on your PM sim card and can only make outgoing calls,  then you might have missed the step and hence porting was not completed

There is a number to all to talk to live support and the can re-trigger the process for you.  I will message the number to you via the Community inbox.  Check the envelope icon on top right.  Call them and get it fixed

[Meow]

Did you transfer your phone to PM?

What number people see when you call them?

Try putting your SIM into another phone. That will trigger re-provisioning of your SIM/account and might resolve this type of issue.